The mission of this role is to make both corporate and warehouse ShipMonker’s productive by providing them with the right software and hardware tooling, processes, and exceptional level of support. This is achieved through utilization of the ShipMonk’s SW/HW ecosystem, simplifying yet keeping robust and secure processes, and last but not least group of skilled, enthusiastic IT specialists.
What you'll do:
- Overseeing the operational health of IT infrastructure and personnel for a designated region including client support/security, network optimization/expansion, asset accountability/compliance, resource distribution, and portfolio management while strategically aligning with business leaders to ensure satisfaction across key measurable areas of availability/up-time, service delivery, and ongoing enhancements
- Manage team priorities, work assignments and be responsible for delivery and work planning accuracy.
- Lead daily team stand-ups to gain maximum efficiency from team deliveries.
- Be an effective team leader for the West Coast teams - develop or utilize management frameworks that will guarantee excellent IT support across all locations.
- Report weekly IT KPIs & IT projects status to the IT Director and discuss bottlenecks, issues, escalations, and plans.
- Vendor account management for IT and HW suppliers - guaranteeing agreed on delivery, quality, and costs.
- Great analytical skills - Excel / Google Sheets savvy, ability to digest data into actionable insights.Great orientation in recent technologies and trends.
- Warehouse and Corporate IT Management
- Define and maintain corporate and warehouse IT Processes, their SLA, and KPIs development and adjustment of IT Processes and Service level agreements. Establish the processes and SLAs and regularly evaluate and improve performance.
- Spend time on operational and strategic tasks, making sure to have first-hand experience and be able to improve the process by personal experience.
- Keep regular and productive relationships with key stakeholders - WH managers and supervisors, corporate employees, external vendors, and contractors.
- Guarantee uptime of all critical infrastructure. Define uptime goals and constantly improve systems to achieve them.
- Roll out and maintenance of all security policies within warehouse and corporate. Meeting rooms and town halls IT experience - keeping uptime and quality of meetings.
- Dynamic asset management
- Responsible for proper internalization of all hardware assets across all warehouses. Scheduling and executing regular testing and maintenance of the hardware to guarantee proactive replacements or fixes.
- Regular execution of HW assets audits, adjustments, and guarantee data quality in the assets tracking system.
What you'll need:
- 10 years of progressive, hands-on IT support experience with 3+ years functional IT management is preferred focused on service delivery, systems administration, or network administration along with a bachelor's degree in closely-related field and ITIL, Six Sigma, and/or PMP certification
- Customer-oriented approach - treating all ShipMonker’s as internal customers.
- Detail oriented, accountable person; ability to handle confidential information
We are exceptionally proud of our dedicated, brilliant ShipMonkers -- the employees who collaborate to provide first-class service, solve problems, and collaborate to get the job done. We work hard and have fun at work while prioritizing growth, innovation, and diversity as key values. When we add new positions at ShipMonk, we define the role 80% and look for talented individuals who can join the team, run fast, and co-create the other 20% of their job. We need our team to get engaged from Day 1 to do the work and define the work that will make us successful in the near and long term.
