Position Overview:
As the Infrastructure and Help Desk Team Leader, you will oversee the management of cloud services administration, infrastructure projects, and help desk operations. You will lead a dedicated team responsible for managing end-user devices, ensuring the security and efficiency of cloud platforms, and delivering top-tier support.
Key Responsibilities:
Cloud Services Administration:
- Manage and optimize cloud services, including Google Workspace, Google Cloud Platform (GCP), and other SaaS platforms such as SendGrid, MobileIron, etc.
- Oversee cloud infrastructure, ensuring scalability, security, and cost-effectiveness.
- Implement best practices for cloud administration and integrate new cloud technologies as required.
Team Leadership:
- Lead and mentor a team of help desk and infrastructure specialists, ensuring efficient day-to-day operations.
- Manage workload distribution, track team performance, and ensure high-quality user support.
- IT vendor management and procurement
- Provide guidance on troubleshooting, issue resolution, and escalation management.
Software and device lifecycle configuration and management:
- Configuration and management using Endpoint Management Systems (UEM) such as Manage Engine, Ivanti, or Ninja
- Packaging and scripting software installation and removal.
End-User Device Management:
- Oversee the setup, deployment, and management of end-user devices, ensuring seamless integration with cloud services.
- Implement and enforce device management policies using tools like MobileIron for mobile device management (MDM).
- Ensure that end-user devices (laptops, desktops, mobile devices) are secure, updated, and efficiently managed.
Voice and Wifi:
- Call center voice systems management
- IVR design and maintenance
- Wifi networks management
Infrastructure Projects:
- Lead the planning and execution of infrastructure projects related to cloud services, network infrastructure, and end-user device deployments.
- Collaborate with other IT teams to ensure successful project delivery, including migrations, upgrades, and integrations.
Security Management:
- Monitor and manage the security controls and processes for all cloud services and infrastructure.
- Ensure compliance with security best practices, including identity and access management (IAM), data encryption, and security patching.
- Implement continuous monitoring tools and processes to detect and respond to potential threats.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field (or. equivalent experience).
- Proven experience (3+ years) in cloud services administration, infrastructure management, and help desk operations.
- Strong knowledge and experience with Google Workspace, Google Cloud Platform (GCP), and SaaS services such as SendGrid and MobileIron.
- Experience in managing a team and leading infrastructure projects from planning to execution.
- Proficiency in managing security frameworks, IAM, and MDM tools for end-user devices.
- Familiarity with monitoring tools, security protocols, and incident response processes.
- Excellent communication, leadership, and problem-solving skills.
- Relevant certifications (e.g., Google Cloud Certifications, ITIL, CompTIA Security+) are a plus.
