Implus · 11 hours ago
IT Support Lead
Durham, NC
Full-time
Onsite
Mid, Senior Level
3+ years expImplus Footcare, LLC is an industry-leading global consumer packaged goods company. 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.
Consumer GoodsE-CommerceLifestyleManufacturing
Responsibilities
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
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
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
Qualification
Required
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 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
Associate or Bachelor's degree in Information Technology, related field, or equivalent experience accepted
Preferred
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
Company
Implus
Implus has evolved to become an innovative manufacturer of consumer goods and accessories.
501-1000 employees
H1B Sponsorship
Implus has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (2)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Berkshire Partners
2015-04-30Series Unknown
2011-11-01Acquired
Leadership Team
Alex Baker
Chief Operations Officer
Drew Davies
Chief Commercial Officer (CCO)
Recent News
2025-10-27
2025-09-24
2025-04-10
Company data provided by crunchbase