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.