DescriptionImplus Footcare LLC is an industry-leading global consumer packaged goods company with 16 brands in footwear accessories hosiery specialty running outdoor fitness and movement categories. Implus is headquartered in Research Triangle Park in Durham NC with locations in the United States Australia Canada Europe Hong Kong and South Africa. Our brand family includes Sof Sole YakTrax Airplus Sneaker Balls Sof Comfort Little Hotties Harbinger TriggerPoint Perfect Fitness Balega Sport-Brella DryGuy Spenco ForceField SKLZ and RockTape. From insoles socks and shoe care to fitness equipment and seasonal accessories Implus products are sold in over 80000 retail locations across North America and in over 60 countries worldwide.
POSITION SUMMARY:
The IT Support Lead will play a vital role in the IT organizations overall success. The IT Support Lead manages daily IT support operations and a team of IT Support Technicians ensuring high-quality service delivery and rapid incident and escalation resolution. This role is responsible for engineering and maintaining a standardized secure and policy-compliant endpoint environment using Microsoft Intune Apple MDM and modern endpoint management platforms. The ideal candidate brings strong leadership skills expertise in end-user technologies application support MDM protocols and hands-on experience supporting warehouse environments.
Essential Job Function: |
Team Leadership - Lead mentor and develop IT Support team members to deliver exceptional customer service and world-class support
- Oversee daily ticket queues ensuring timely responses escalations and SLA adherence
- Manage scheduling and workload distribution and provide input on performance evaluations for IT Support staff
- Drive a culture of accountability collaboration and customer service
Technical Support & Issue Resolution - Serve as Tier 2/Tier 3 escalation for complex technical issues affecting global users
- Support a broad range of technologies including Windows and Mac workstations mobile devices O365 VPN collaboration tools and line-of-business applications
- Provide hands-on support for warehouse technology platforms including RF scanners and barcode/label printers
- Facilitate device (laptop/workstation) setups and ensure new employees are equipped to start their Implus journey
- Administer and support Microsoft Intune/JAMF Endpoint Mgmt. platforms including device enrollment compliance policies application deployment profile configuration and security baselines.
- Use scripting and automation to streamline routine IT tasks to enhance support processes and improve system management and consistency.
- Assist in the management of workstation images (Windows/MacOS) endpoint configurations and automated deployments.
- Maintain documentation knowledge base articles and standard operating procedures
- Monitor system health and proactively identify recurring issues or areas for improvement
Global Support & Process Improvement - Partner with global in-country support teams to ensure a consistent high-quality support experience for users across all global sites and time zones
- Promote strong communication practices and customer-centric service delivery
- Recommend enhancements to IT Support processes tools and ticketing workflows
- Participate in cybersecurity awareness efforts and ensure compliance with IT policies
- Partner with IT Infrastructure & Operations team to support infrastructure upgrades system roll-outs and network changes
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Minimum Qualifications: Knowledge/Skills/Abilities |
- 35 years in IT support roles with at least 12 years in a supervisory or lead position
- Experience supporting warehouse technology
- Strong knowledge of M365 Microsoft Intune Azure AD/Entra ID and Cloud Endpoint Management and Common Productivity Tools
- Hands-on experience using PowerShell or other scripting languages for automation reporting and troubleshooting purposes
- Experience with Windows 10/11 and macOS device management
- Understanding of networking basics (TCP/IP DHCP DNS VLANs Wi-Fi)
- Experience with ITSM/ticketing systems (Service Desk Plus Zendesk Jira etc.)
- Excellent leadership and communication skills
- Problem-solver who thrives in a fast-paced environment and can manage competing priorities
- High sense of urgency ownership and follow-through
- Exceptional organization and attention to detail
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Preferred Qualifications: |
- Experience providing a distributed or global IT environment
- Comp TIA A Network Security Certifications or similar
- Microsoft Certifications (Microsoft 365; Endpoint Manager; Intune)
- Experience with endpoint security management zero-trust platforms.
|
Education & Experience: |
Associate or Bachelors degree in Information Technology related field or equivalent experience accepted).
|
Relevant Working Conditions & Physical Demands: |
- Observe/Identify: The ability to observe details at close range (within a few feet of the observer).
- Hearing: Ability to effectively communicate with co-workers customers and vendors.
- Operate: Write type and use the telephone copier and computer systems.
- Stationary position: Must be able to remain in a stationary position 50- 75% of the time.
- Mobility: Occasionally move about inside the office to access file cabinets office machinery attend meetings etc.
- Communicate: Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
- Move/Transport: Ability to occasionally move boxes weighing up to 25 lbs. across office for various needs with or without accommodations
- Exposed: Standard climate-controlled office setting with some exposure to open air warehouse setting
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Implus is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion/belief sex national origin gender identity sexual orientation age protected veteran status disability status or any other protected status under the law. Individuals needing a reasonable accommodation should contact
DescriptionImplus Footcare LLC is an industry-leading global consumer packaged goods company with 16 brands in footwear accessories hosiery specialty running outdoor fitness and movement categories. Implus is headquartered in Research Triangle Park in Durham NC with locations in the United States Au...
DescriptionImplus Footcare LLC is an industry-leading global consumer packaged goods company with 16 brands in footwear accessories hosiery specialty running outdoor fitness and movement categories. Implus is headquartered in Research Triangle Park in Durham NC with locations in the United States Australia Canada Europe Hong Kong and South Africa. Our brand family includes Sof Sole YakTrax Airplus Sneaker Balls Sof Comfort Little Hotties Harbinger TriggerPoint Perfect Fitness Balega Sport-Brella DryGuy Spenco ForceField SKLZ and RockTape. From insoles socks and shoe care to fitness equipment and seasonal accessories Implus products are sold in over 80000 retail locations across North America and in over 60 countries worldwide.
POSITION SUMMARY:
The IT Support Lead will play a vital role in the IT organizations overall success. The IT Support Lead manages daily IT support operations and a team of IT Support Technicians ensuring high-quality service delivery and rapid incident and escalation resolution. This role is responsible for engineering and maintaining a standardized secure and policy-compliant endpoint environment using Microsoft Intune Apple MDM and modern endpoint management platforms. The ideal candidate brings strong leadership skills expertise in end-user technologies application support MDM protocols and hands-on experience supporting warehouse environments.
Essential Job Function: |
Team Leadership - Lead mentor and develop IT Support team members to deliver exceptional customer service and world-class support
- Oversee daily ticket queues ensuring timely responses escalations and SLA adherence
- Manage scheduling and workload distribution and provide input on performance evaluations for IT Support staff
- Drive a culture of accountability collaboration and customer service
Technical Support & Issue Resolution - Serve as Tier 2/Tier 3 escalation for complex technical issues affecting global users
- Support a broad range of technologies including Windows and Mac workstations mobile devices O365 VPN collaboration tools and line-of-business applications
- Provide hands-on support for warehouse technology platforms including RF scanners and barcode/label printers
- Facilitate device (laptop/workstation) setups and ensure new employees are equipped to start their Implus journey
- Administer and support Microsoft Intune/JAMF Endpoint Mgmt. platforms including device enrollment compliance policies application deployment profile configuration and security baselines.
- Use scripting and automation to streamline routine IT tasks to enhance support processes and improve system management and consistency.
- Assist in the management of workstation images (Windows/MacOS) endpoint configurations and automated deployments.
- Maintain documentation knowledge base articles and standard operating procedures
- Monitor system health and proactively identify recurring issues or areas for improvement
Global Support & Process Improvement - Partner with global in-country support teams to ensure a consistent high-quality support experience for users across all global sites and time zones
- Promote strong communication practices and customer-centric service delivery
- Recommend enhancements to IT Support processes tools and ticketing workflows
- Participate in cybersecurity awareness efforts and ensure compliance with IT policies
- Partner with IT Infrastructure & Operations team to support infrastructure upgrades system roll-outs and network changes
|
|
|
Minimum Qualifications: Knowledge/Skills/Abilities |
- 35 years in IT support roles with at least 12 years in a supervisory or lead position
- Experience supporting warehouse technology
- Strong knowledge of M365 Microsoft Intune Azure AD/Entra ID and Cloud Endpoint Management and Common Productivity Tools
- Hands-on experience using PowerShell or other scripting languages for automation reporting and troubleshooting purposes
- Experience with Windows 10/11 and macOS device management
- Understanding of networking basics (TCP/IP DHCP DNS VLANs Wi-Fi)
- Experience with ITSM/ticketing systems (Service Desk Plus Zendesk Jira etc.)
- Excellent leadership and communication skills
- Problem-solver who thrives in a fast-paced environment and can manage competing priorities
- High sense of urgency ownership and follow-through
- Exceptional organization and attention to detail
|
Preferred Qualifications: |
- Experience providing a distributed or global IT environment
- Comp TIA A Network Security Certifications or similar
- Microsoft Certifications (Microsoft 365; Endpoint Manager; Intune)
- Experience with endpoint security management zero-trust platforms.
|
Education & Experience: |
Associate or Bachelors degree in Information Technology related field or equivalent experience accepted).
|
Relevant Working Conditions & Physical Demands: |
- Observe/Identify: The ability to observe details at close range (within a few feet of the observer).
- Hearing: Ability to effectively communicate with co-workers customers and vendors.
- Operate: Write type and use the telephone copier and computer systems.
- Stationary position: Must be able to remain in a stationary position 50- 75% of the time.
- Mobility: Occasionally move about inside the office to access file cabinets office machinery attend meetings etc.
- Communicate: Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
- Move/Transport: Ability to occasionally move boxes weighing up to 25 lbs. across office for various needs with or without accommodations
- Exposed: Standard climate-controlled office setting with some exposure to open air warehouse setting
|
Implus is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion/belief sex national origin gender identity sexual orientation age protected veteran status disability status or any other protected status under the law. Individuals needing a reasonable accommodation should contact
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Job Location:
Monthly Salary:
Not Disclosed
Posted on:
15 hours ago
Vacancies:
1 Vacancy
