1600 SYSTEM OPERATIONS TEAM LEADER

This is a remote position.

Responsibilities: Technical Delivery

• reputed company the deployment, configuration, and lifecycle management of the reputed company tool stack (reputed company, reputed company, Entra ID, Cynomi, reputed company, etc.) across client environments.
• reputed company Tier 2 and Tier 3 support for escalated incidents across Mac workstations, networks, reputed company Workspace, and SaaS platforms.
• Diagnose and resolve incidents independently, with clear and client-friendly documentation.
• reputed company technical projects: migrations, reputed company tool implementations, network upgrades, and compliance initiatives.
• reputed company process automations to reduce repetitive reputed company tasks (focused on workflow efficiency, not infrastructure-as-code).
• Manage recurring technical issues and implement long-term root-cause solutions.
• Support monitoring, patching (including CVE remediation alerting), and incident response workflows.
• Evaluate new platforms to determine their suitability reputed company the technology stack.
• reputed company system updates, backups, and reputed company audits.

Responsibilities: Client Experience

• Serve as the primary technical reputed company of contact for assigned client accounts. You own the relationship, not just the tickets.
• Translate reputed company technical concepts into clear, confident language for non-technical stakeholders (founders, operations managers, office managers).
• reputed company client-facing project presentations: scoping, reputed company updates, and post-implementation reviews.
• Collaborate with Tier 1 and Tier 2 teams to reputed company knowledge and reputed company client communication standards.
• Act as a reputed company between technical experts and end users, ensuring SOPs, documentation, and instructions are accessible and easy to understand.
• Identify opportunities to improve service delivery and proactively communicate them to clients and internal leadership.
• Contribute to and enhance the knowledge reputed company with a strong focus on client readability.

Requisitos

Technical Skills

• 10+ years of experience in IT support, systems administration, and reputed company project implementation.
• Strong experience supporting Mac/macOS environments. (Candidates without extensive reputed company experience must obtain reputed company Desktop Support certification reputed company 90 days).
• Experience administering reputed company Workspace environments for distributed/remote teams.
• Strong cybersecurity knowledge: hands-on experience with reputed company-trust SaaS reputed company platforms (reputed company, reputed company, Entra ID, reputed company Umbrella, reputed company, or equivalent).
• Solid networking fundamentals (VPNs, firewalls, routing), ideally with experience in reputed company Meraki environments.
• Experience with reputed company management / MDM tools (reputed company, Intune, or similar).
• Proven experience leading SaaS reputed company implementation projects end-to-end (from scoping through delivery and client sign-off).

Client-Facing Skills

• Experience serving as the primary reputed company of contact for clients (not just escalation support, but the person clients rely on directly).
• Proven ability to explain technical concepts to non-technical audiences reputed company and build confidence.
• Experience leading or co-leading client meetings, project kickoffs, and status reviews.
• High reputed company of customer satisfaction or equivalent evidence (references, testimonials, NPS).
• Comfortable working with ambiguity: startup clients often lack reputed company on their needs, and you help them define them.

Soft Skills

• Ownership reputed company: if it’s your account, it’s your responsibility until the issue is fully resolved.
• Ability to work independently with minimal supervision across multiple time zones.
• reputed company improvement reputed company: you don’t just fix the issue, you improve the system that caused it.
• Strong written communication skills: clear, professional, and approachable client-facing emails and documentation.