Key Responsibilities (Outcome-Led)
- IT Service Delivery & Process Excellence - Run ITIL-aligned service delivery (incident, request, problem, change) with clear SLAs and rigorous post-incident reviews (PIRs). Oversee L1-L2.5 support teams to ensure efficient ticket triage, prioritization, and resolution within SLA targets.
- Identity & Access Lifecycle Management - Lead end-to-end identity lifecycle automation for employees and applications using Okta (SSO/MFA/SCIM). Enforce strong authentication, least-privilege access, and timely joiner-mover-leaver (JML) processes.
- Endpoint Management & Productivity - Maintain endpoint posture and user productivity for a Mac-first fleet via Jamf Pro. Implement baselines, patching, compliance monitoring, and software deployment.
- Collaboration Platform Operations - Operate and maintain collaboration tools (e.g., Google Workspace, Lark) and ensure tenancy hygiene, data lifecycle, and retention policies are executed as designed.
- Office IT & Network Foundations - Oversee office IT infrastructure (network/Wi-Fi, meeting rooms/AV, printing) with partners, ensuring audit-ready site operations.
- SaaS Governance & Asset Lifecycle - Govern SaaS access and licensing hygiene. Manage asset accuracy from procurement to disposal, with documented evidence.
- Cross-Functional Collaboration - Partner with Project Managers and Solution Architects to ensure operational stability and support technology initiatives.
Success Measures
- SLA attainment consistently met, with a downward trend in MTTR major incidents are rare and well-remediated.
- Patch/compliance targets achieved on time deviations corrected rapidly.
- SSO/MFA coverage near-universal JML processes timely (day-1 readiness, rapid deprovisioning).
- Asset records accurate, with documented disposal processes ticket deflection via knowledge/self-service improves monthly.
- Smooth rollouts with measurable adoption and reduced support load.
Qualifications & Skills
- 6-10 years in IT operations, including hands-on administration and team leadership in a multinational environment.
- Technical Expertise: Proficiency in Jamf Pro (macOS/iOS endpoint management) and Okta (identity lifecycle automation). Strong command of ITIL practices and experience with ITSM tools (e.g., Jira Service Management). Admin proficiency in Google Workspace and modern collaboration suites (e.g., Lark).
- Leadership Skills: Clear operational judgment, stakeholder communication, and vendor/SOW management. Ability to simplify processes, eliminate toil, and enforce hygiene standards.
- Education: Bachelor's degree in Computer Science, IT, or related field (preferred).
Preferred Qualifications
- Experience operating in fast-growth or regulated environments.
- Certifications such as ITIL, Jamf Certified Administrator, or Okta Certified Administrator.
- Familiarity with multinational team management.
