Systems Support Lead

Leadership: Lead the day-to-side operations of the Systems Support team, ensuring high-quality service delivery and SLA compliance.

Mentorship: Coach, mentor, and provide advanced escalation support to Tier 1 and Tier 2 team members.

Vendor Coordination: Serve as the primary point of contact and manage relationships with third-party vendors for asset dispatch, recovery, and other logistical operations.

Process Improvement: Drive the development and implementation of technical procedures and workflows to enhance team efficiency and security.

Inventory Control: Own the end-to-end hardware asset management lifecycle, including procurement, deployment, inventorization, and disposal.

Audit Compliance: Lead and support internal and external asset management audit activities, ensuring compliance and accurate reporting.

Deployment: Support the deployment of all hardware, including MacBooks, peripherals, and networking gear.

Escalation Management: Own and resolve advanced tickets focused on remote desktop environments and complex business application issues.

Mac Estate: Troubleshoot and resolve OS-level issues within a heavy macOS environment.

SaaS Administration: Support end users and manage configurations for core collaboration tools including Zoom and Slack.

MDM & Deployment: Manage device enrollment and policy enforcement through Apple Business Manager (ABM) and MDM platforms (e.g., Addigy).

System Administration: Possess strong system administration experience in either Windows or Google Workspace environments.

Documentation: Maintain clear technical documentation, SOPs, and knowledge base articles for recurring issues.

Endpoint Security: Support user end-point security initiatives, including expertise and familiarity with SWG, CASB, ZTNA (e.g., ZScaler/Netskope), and NGAV.

7+ years of IT support experience, with 2+ years in a team lead or supervisory role, in a fast-paced global corporate environment.

Leadership: Proven ability to lead a technical support team and demonstrate a proactive, assertive leadership style.

Hardware Asset Management: Very good experience owning and managing the entire hardware asset lifecycle (procurement, inventory, disposal, audit).

Vendor Management: Experience working with third-party vendors for dispatch and pick-up of IT assets.

macOS & Windows/GWS: Extensive hands-on experience supporting and troubleshooting macOS hardware/software, and system administration experience in either a Google Workspace or Windows environment.

MDM Proficiency: Direct experience with Apple Business Manager and MDM platforms (Addigy strongly preferred).

Collaboration Tools: Proven ability to support Enterprise Zoom and Slack environments.

Networking Fundamentals: Solid understanding of TCP/IP, DNS, DHCP, VLANs, and switching.

Security Tools: Familiarity with user endpoint security agents like SWG, CASB, ZTNA, and NGAV.

Certifications: CompTIA Network+, CCNA, or equivalent networking credentials.

Audit Exposure: Experience with ITGC or SOX compliance related to asset management or access control.

IDP Exposure: Experience in managing GWS