Google Workspace Team Lead

Location: Singapore

About the Role

We are seeking an experienced Google Workspace Team Lead to lead a team of support engineers delivering technical support and administration services. You will manage daily operations, resolve complex escalations, maintain service quality and support the security and reliability of client Google Workspace environments.

Key Responsibilities

Team Leadership

Lead, coach and develop Google Workspace support engineers.
Allocate workloads, set priorities and track team deliverables.
Conduct performance reviews, identify training needs and support staff development.
Train new joiners and promote consistent troubleshooting and customer-service practices.

Service Delivery and Escalations

Oversee first- and second-level support for Gmail, Drive, Meet, Calendar, Chat, Docs, Sheets and Slides.
Act as the escalation point for complex application, administration, security and integration issues.
Coordinate resolution with internal teams, vendors and Google Support.
Ensure incidents and service requests are documented accurately and resolved within agreed SLAs.
Review service performance, analyse recurring issues and drive corrective actions.
Provide regular service reports and communicate critical issues to delivery leads and clients.

Administration and Security

Oversee Google Admin Console configurations, including users, groups, organisational units, licences and security settings.
Support Google Cloud Identity, SSO, MFA and directory synchronisation.
Oversee sharing permissions, access controls, Google Vault, DLP and security alerts.
Maintain operational procedures, configuration records and recovery documentation.
Coordinate with security and IT teams on compliance, audit and access-related matters.

Projects and Continuous Improvement

Support Google Workspace implementations, migrations and service changes.
Review transition plans, enhancement estimates, schedules, risks and delivery milestones.
Identify opportunities for automation and improvements to support processes.
Maintain knowledge articles, troubleshooting guides and training materials.
Support macOS, mobile device management and meeting room services where required.

Client and Resource Management

Build effective client relationships and manage service expectations.
Forecast staffing requirements and raise resource needs.
Track project health and financial performance where applicable.
Support pre-sales discussions and identify opportunities to enhance services.

Requirements

At least 2-3 years of team leadership experience in technical support, service desk or IT operations.
Strong hands-on experience administering and supporting Google Workspace in enterprise environments.
Practical expertise in Google Admin Console, including user management, licences, groups, organisational units and security configurations.
Understanding of Google Cloud Identity, SSO, MFA and directory synchronisation.
Knowledge of Google Vault, DLP, security alerts and compliance features.
Experience managing incidents, escalations, SLAs, KPIs and daily service desk operations.
Strong troubleshooting skills across desktops, laptops, tablets and smartphones.
Proven ability to coach staff, coordinate workloads and manage stakeholders.
Good spoken and written English, with strong documentation and presentation skills.
Ability to manage competing priorities and work effectively under pressure.

Preferred Experience

Google Workspace migrations from Microsoft 365 or between Google Workspace tenants.
Google Workspace APIs, integrations and automation.
macOS support and mobile device management.
Service transitions, change management and enterprise support projects.
Resource planning, project financial tracking and pre-sales support.

Certifications

Google Workspace administrator certification - strongly preferred.
ITIL 4 Foundation - strongly preferred.
Registration No.: R25156061
EA No.: 11C3373