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IT Support Lead

Implus
Full-time
On-site
Durham, North Carolina, United States
Description

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, 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 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 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
  • 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

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 Bachelor’s 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 hr@4implus.com.