The opportunity
ShipMonk isn't just a 3PL — we're the tech-powered growth partner for ecommerce brands, running 12+ owned fulfillment centers across the US, Canada, the UK, and Europe so our merchants can stress less and grow more.
What you'll do
Lead, mentor, and schedule a team of IT Support Specialists across corporate: and warehouse locations, setting priorities and reviewing quality of work.
Serve as the primary escalation point for complex or business-critical issues: (e.g., network/PLC/gateway outages, conveyor and sortation system connectivity, multi-site infrastructure problems) that specialists can't resolve independently.
Own on-call coverage and incident response for site-down or safety-impacting: IT/OT issues, including after-hours and weekend escalations during peak season.
Conduct 1:1s, performance check-ins, and skills development planning for: direct reports; participate in hiring and onboarding of new support staff.
Own support and administration of core platforms: Slack, Asana, G-Suite (including Admin Console), and Microsoft admin tools, and Okta identity/access management.
Oversee device inventory and lifecycle programs (SnipeIT, Miradore, Mosyle,: SimpleMDM), ensuring asset records, MDM enrollment, and hardware standards stay accurate and current.
What they're looking for
- Own the end-to-end onboarding/offboarding lifecycle for the site: hardware staging and shipping, account/access provisioning, and offboarding (hardware recovery, access removal, data handling), and continuously improve those workflows.
- Oversee the handheld scanner (Zebra TC-series) and label/receipt printer: fleets (Zebra ZD/ZT series label printers) at a program level: vendor RMA relationships, spare-parts and backstock strategy, and loss-prevention practices.
- Own physical security and access systems at the site: Avigilon cameras/NVRs, UniFi network and access, and OpenPath badge/door access, including access-policy decisions and vendor coordination.
- Own IT helpdesk queue health in Asana: triage, staffing coverage, categorization standards, and SLA performance; report on trends and recurring issues to reduce repeat tickets.
