IT Support Lead

Implus Footcare, LLC is an industry-leading global consumer packaged goods company with 20+ 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 Balega, Harbinger, Trigger Point, Perfect, Sport-Brella, Dry Guy, SKLZ, Rock Tape, Sof Sole, Stabil, Spenco, Yaktrax, Apara, Airplus, Sneaker Balls, Sof Comfort, Little Hotties, Force field.

From insoles, socks, and shoe care to fitness equipment and seasonal accessories, Implus' products are sold in over 80,000 retail locations across North America and in over 70 countries worldwide.

At Implus we are committed to creating and sustaining an inclusive culture. We encourage & value different perspectives and are seeking an IT Support Lead who shares our commitment to inclusivity and enjoys working collaboratively with colleagues from diverse backgrounds.

POSITION SUMMARY:

The IT Support Lead will play a vital role in the IT organization's overall success. This position manages daily IT support operations and directly leads a team of IT Support Technicians, ensuring high-quality service delivery and rapid incident and escalation resolution. Serving as the operational captain of the helpdesk, this role carries day-to-day authority over ticket prioritization, workload assignment, team direction, and first-level performance accountability - acting as the primary point of escalation for both end users and team members before issues reach the IT Manager.

This role is also 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 proven supervisory or management history, strong leadership skills, deep expertise in end-user technologies, application support, MDM protocols, and hands-on experience supporting warehouse environments.

Essential Job Function:

Team Leadership

• Serve as the day-to-day operational leader of the IT Support team, directing workflow, priorities, and team activity under the direction of the IT Manager
• Act as first point of escalation for end users and team members - resolving issues before they require IT Manager involvement
• Assign daily tasks and manage workload distribution across the helpdesk team
• Oversee daily ticket queues, ensuring timely responses, escalations, and SLA adherence
• Lead, mentor, and develop IT Support Technicians to deliver exceptional customer service and world-class support
• Drive a culture of accountability, collaboration, and customer-first service
• Conduct team huddles and standup, maintaining team communication and alignment without requiring IT Manager presence
• Coordinate scheduling, coverage, and shift needs across the helpdesk team
• Provide real-time performance coaching and address team behavior or performance issues in the moment; escalate formal disciplinary matters to Senior Management

Technical Support & Issue Resolution

• Serve as Tier 2/Tier 3 escalation point for complex technical issues affecting users across all locations
• Support a broad range of technologies including Windows and Mac workstations, mobile devices, O365, Azure/Entra , VPN, collaboration tools, and line-of-business applications
• Administer and support Microsoft Intune/JAMF Endpoint Management platforms including device enrollment, compliance policies, application deployment, profile configuration, and security baselines
• 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 and ready from day one
• Assist in management of workstation images (Windows/macOS), endpoint configurations, and automated deployments
• Use scripting and automation (Power Shell or similar) to streamline routine IT tasks and improve system management consistency
• Monitor system health and proactively identify recurring issues or areas for improvement
• Maintain documentation,…