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.