IT Operations Manager

About ShipMonk

ShipMonk isn't just a 3PL; we're a growth partner for merchants. We provide cutting-edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions—all with a merchant-first mindset.

Why ShipMonk?

We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.

• Global Fulfillment Network: Our 12 owned and operated fulfillment centers span the US, Canada, Mexico, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
• Proprietary Technology: We've eliminated the need for tribal knowledge with our AI-powered platform. It provides a real-time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
• Unrivaled Support: We provide hands-on, "mom and pop" support with a global reach. Our dedicated teams are on-site at every fulfillment center, ready to jump into action.
• Transparent Pricing: We believe in honest, long-term partnerships. Our all- inclusive pricing means predictable costs, with no hidden fees or surprises.
• Committed to the Future: We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.
  
  

Our Core Values

Our values are the heart of our culture. We're looking for individuals who embody these principles every day.

• Merchant-first: We handle the logistics so our merchants can focus on what they do best—growing their business.
• Own it: We take ownership of our work, our mistakes, and our successes.
• People make ShipMonk: We believe in our team and invest in our people.
• Change the score: We challenge the status quo, constantly innovating and improving.
• Get sh*t done: We're a fast-paced, high-growth company that values action and results.
  
  

Role Overview

ShipMonk is seeking a highly organized, hands-on IT Operations Manager to lead the IT Service Desk function while providing strong technical leadership and visibility across IT Infrastructure.

This role serves as the eyes and ears of the IT Director, ensuring day-to-day execution is tight, issues are surfaced early, and leadership has accurate, timely reporting. While Infrastructure Engineers report directly to the IT Director, this role must be technically fluent in infrastructure to troubleshoot, escalate, coach, and coordinate effectively.

This is not a pure service desk role and not an infrastructure architect role. It is an execution-focused IT leader who blends technical depth, operational discipline, and people leadership.

IT Infrastructure Leadership (Technical Oversight)

• Maintain strong working knowledge of ShipMonk’s Ubiquiti-based infrastructure, including:
• Switches, gateways, access points
• VLANs, routing, Wi-Fi design and troubleshooting
• UPS systems, power redundancy, rack standards
• MDF / IDF layouts and cabling standards
• Able to troubleshoot and configure network gear as needed
• Support Infrastructure Engineers during:
• Site launches
• Outages and P1 incidents
• Hardware failures and performance issues
• Validate infrastructure readiness before go-lives
• Ensure infrastructure changes are documented and auditable
• Partner closely with the IT Director on risk identification and mitigation
  

Note: This role does not own infrastructure architecture but must be capable of hands-on support and escalation leadership.

IT Service Desk Leadership

• Lead and manage the IT Service Desk team
• Own daily operations:
• Ticket intake, prioritization, and escalation
• SLA adherence and response quality
• Incident and problem management
• Serve as primary escalation point for P1/P2 issues
• Coach and mentor support staff on:
• Technical skills
• Communication
• Ownership and accountability
• Run regular team meetings, standups, and retrospectives
• Ensure consistent support across all warehouses and offices
  

Applications & Tooling (Must Be Fluent In)

• Asana – task tracking, project execution, operational visibility
• Okta SSO – access management and troubleshooting
• Google Workspace – admin support, security, and user lifecycle
• Zapier / Automation tools – basic workflow automation
• Service Desk platform(s) – ticketing, SLAs, reporting
• Endpoint management (macOS & Windows)
  
  

Reporting, Visibility & RCA Ownership

• Act as the single operational reporting owner for IT Operations
• Build and maintain dashboards and reports covering:
• Ticket volume and trends
• SLA performance
• Incident frequency
• Recurring problem areas
• Prepare executive-ready summaries for the IT Director
• Lead and author Root Cause Analyses (RCAs) for incidents
• Track corrective actions through closure
• Surface risks early and propose mitigation plans
  

Operational Execution

• Coordinate incident response across Service Desk and Infrastructure
• Support site launches, expansions, and remediation efforts
• Travel onsite as required to support business-critical operations
• Maintain clean documentation, runbooks, and SOPs
• Ensure audit readiness and operational discipline
  
  

Professional Expectations

• Strong sense of urgency and ownership
• Highly organized with excellent follow-through
• Calm and decisive during incidents
• Strong communicator with IT, Ops, and leadership
• Able to manage up and down effectively
• Comfortable operating in fast-paced warehouse environments
  
  

Education & Certifications

• Bachelor’s degree in Information Technology, Information Systems, or related field required
• Equivalent experience may be considered
• Highly desirable certifications:
• ITIL Foundation
• CompTIA Network
• CompTIA A
• Ubiquiti (URSCA or equivalent familiarity)
• Continuous learning and certification encouraged
  

ShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.