IT Support Lead

Implus 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, Yak Trax, Airplus, Sneaker Balls, Sof Comfort, Little Hotties, Harbinger, Trigger Point, Perfect Fitness, Balega, Sport-Brella, Dry Guy, Spenco, Force Field, SKLZ, and Rock Tape. From insoles, socks, and shoe care to fitness equipment and seasonal accessories, Implanus' products are sold in over 80,000 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 organization’s 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 Functions

• 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 Management 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

• 3–5 years in IT support roles, with at least 1–2 years in a supervisory or lead position
• Experience supporting warehouse technology
• Strong knowledge of M365, Microsoft Intune, Azure AD/Entra , and Cloud Endpoint Management and Common Productivity Tools
• Hands-on experience using Power Shell 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…