Google Workspace Team Lead

Location: AMK

About the Role

We are seeking an experienced Google Workspace Team Lead to manage a team of support engineers delivering reliable technical support and administration services.

You will oversee daily operations, handle complex escalations, maintain service quality and SLA performance, and support Google Workspace projects and continuous improvement.

Key Responsibilities

Team Leadership

• Lead, coach and develop Google Workspace support engineers.
• Allocate cases, plan workloads and monitor delivery.
• Conduct performance reviews and identify training needs.
• Promote ownership, customer service and effective knowledge sharing.

Technical Support & Administration

• Oversee first- and second-level support for Gmail, Drive, Meet, Calendar, Chat, Docs, Sheets and Slides.
• Act as the escalation point for complex application, access, security and integration issues.
• Manage users, groups, organisational units, licences and security settings through Google Admin Console.
• Support Google Cloud Identity, SSO, MFA and directory synchronisation.
• Coordinate external support and escalation to Google Support when required.
• Support desktop, laptop, tablet and smartphone troubleshooting.

Service Delivery & Governance

• Monitor SLAs, KPIs, case ownership and resolution quality.
• Ensure incidents and service requests are accurately logged and documented.
• Prepare service reports and communicate issues, risks and improvement actions.
• Oversee security, compliance and recovery procedures.
• Analyse recurring issues and implement preventive improvements.

Projects & Continuous Improvement

• Support Google Workspace implementations, migrations and service changes.
• Review transition plans, delivery milestones, resource needs and risks.
• Collaborate with IT operations, security and application teams.
• Maintain configuration documentation, runbooks and troubleshooting guides.
• Deliver training and onboarding for support engineers.
• Support resource forecasting, project financial tracking where applicable, and pre-sales activities.

Requirements

• At least 2-3 years of team leadership experience.
• Strong hands-on Google Workspace support and administration experience.
• Practical proficiency with Google Admin Console, including user management, licences, organisational units and security settings.
• Understanding of Google Cloud Identity, SSO, MFA and directory synchronisation.
• Experience in service desk operations, incident management and SLA-based delivery.
• Strong troubleshooting skills across desktops, laptops and mobile devices.
• Excellent spoken and written English.
• Strong people-management, stakeholder-communication and customer-service skills.
• Ability to manage competing priorities and complex escalations.

Added Advantage

• Google Workspace migrations from Microsoft 365 or between Google Workspace tenants.
• Google Workspace APIs, integrations and automation.
• Google Vault, DLP, security alerts, compliance and audit features.
• macOS support and mobile device management.

Preferred Certifications

• Google Workspace administrator certification.
• ITIL 4 Foundation.

Registration No.: R25156061

EA No.: 11C3373