Systems & Network Administrator / IT Support Manager

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    "jobTitle": "Systems & Network Administrator / IT Support Manager",
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    "description": "<h3 style=\"margin-top:8px;margin-bottom:8px;\"><span style=\"font-size:14pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#5b2087;\">Overview</span></span></span></h3>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\">The Systems &amp; Network Administrator / IT Support Manager will play a critical role in supporting Surf Internet&rsquo;s IT infrastructure while providing leadership and oversight to the IT Support team. </span></span></span></p>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\">This role balances hands-on technical ownership of core enterprise systems (Okta, Intune, Microsoft 365, endpoint management, and secure access) with day-to-day management of IT Support Specialists, ensuring issues are resolved efficiently, standards are followed, and work is executed through a structured sprint-based approach. </span></span></span></p>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\">This is a hands-on leadership role, requiring both deep technical capability and the ability to manage, prioritize, and drive execution across the IT Support function.</span></span></span></p>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"font-size:11pt;\">Role Focus </span></b></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\">Approximately 50% hands-on systems administration across core platforms (Okta, Intune, Microsoft 365, ZTNA, endpoint management) </span></span></span></li>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\">Approximately 50% leadership and operational oversight of IT Support Specialists, including escalation handling, coaching, ticket quality, and sprint execution </span></span></span></li>\r\n</ul>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\"><b><u><span style=\"font-size:11pt;\">Reports To:</span></u></b><span style=\"font-size:11pt;\">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Director of IT&nbsp;&nbsp; &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span></p>\r\n\r\n<p style=\"margin-left:144px;text-indent:-1.5in;\"><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\"><b><u><span style=\"font-size:11pt;\">Department:</span></u></b><span style=\"font-size:11pt;\"> &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; IT &amp; Data Analytics&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span></p>\r\n\r\n<p style=\"margin-left:144px;text-indent:-1.5in;\"><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\"><b><u><span style=\"font-size:11pt;\">Job Status:</span></u></b><span style=\"font-size:11pt;\">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Exempt&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span></p>\r\n\r\n<h3 style=\"margin-top:8px;margin-bottom:8px;\"><span style=\"font-size:14pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#5b2087;\">Responsibilities:</span></span></span></h3>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Enterprise Systems &amp; Platform Ownership </span></span></b></span></span></span></p>\r\n\r\n<ul>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Administer and maintain core platforms: Okta (identity &amp; access management) </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Microsoft 365 (Exchange, Teams, SharePoint, Intune) </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">NinjaOne (endpoint management and patching) </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Cloudflare ZTNA (secure remote access) </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Ensure systems are secure, compliant, and operationally stable </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Own and improve endpoint management strategy and execution </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Support and improve integrations across enterprise systems (NetSuite, Sitetracker, call center tools) </span></span></span></span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Zero Trust &amp; Security </span></span></b></span></span></span></p>\r\n\r\n<ul>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Administer and support Cloudflare ZTNA for secure access to company resources </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Support identity and access policy enforcement (MFA, conditional access, device trust) </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Assist with log forwarding, monitoring, and SIEM integration </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Identify risks and proactively improve security posture </span></span></span></span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Network Administration (Corporate Offices) </span></span></b></span></span></span></p>\r\n\r\n<ul>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Support and maintain office networks: Firewalls, switches, routing, and wireless </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Troubleshoot connectivity and performance issues </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Ensure reliability, redundancy, and uptime </span></span></span></span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Support Leadership &amp; Service Management </span></span></b></span></span></span></p>\r\n\r\n<ul>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Serve as the primary escalation point (Level 2) for IT Support Specialists </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Provide technical guidance, coaching, and direction to improve troubleshooting and resolution quality </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Review and validate ticket resolutions to ensure: </span></span></span></span></span>\r\n\t<ul style=\"list-style-type:circle;\">\r\n\t\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Proper root cause identification </span></span></span></span></span></li>\r\n\t\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Complete documentation </span></span></span></span></span></li>\r\n\t\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Adherence to IT standards </span></span></span></span></span></li>\r\n\t</ul>\r\n\t</li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Identify recurring issues and drive permanent fixes and process improvements </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Define and enforce support expectations, escalation paths, and resolution standards </span></span></span></span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">IT Support Team Oversight &amp; Sprint Execution </span></span></b></span></span></span></p>\r\n\r\n<ul>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Provide day-to-day oversight of IT Support Specialists </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Partner with IT leadership to define and manage bi-weekly sprint objectives </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Assign and track work from the IT sprint board, ensuring clarity and alignment </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Hold team members accountable for delivery, timelines, and quality of work </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Remove blockers and ensure the team stays focused on priorities </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Run or support regular sprint check-ins (standups, reviews) </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Ensure all work is properly tracked, updated, and documented<b> </b></span></span></span></span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Support &amp; Collaboration </span></span></b></span></span></span></p>\r\n\r\n<ul>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Serve as an escalation point for complex IT issues across the organization </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Provide Tier 2/3 support when required </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Partner with internal teams on cross-functional IT initiatives </span></span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Maintain clear, accurate documentation for systems and processes </span></span></span></span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\">Process &amp; 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execution discipline </span></span></span></span></span></li>\r\n\t</ul>\r\n\t</li>\r\n</ul>\r\n",
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Director of IT&nbsp;&nbsp; &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \\r\\n\\r\\nDepartment: &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; IT &amp; Data Analytics&nbsp;&nbsp;&nbsp;&nbsp; \\r\\n\\r\\nJob Status:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Exempt&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \\r\\n\\r\\nResponsibilities:\\r\\n\\r\\nEnterprise Systems &amp; Platform Ownership \\r\\n\\r\\n\\r\\n\\tAdminister and maintain core platforms: Okta (identity &amp; access management) \\r\\n\\tMicrosoft 365 (Exchange, Teams, SharePoint, Intune) \\r\\n\\tNinjaOne (endpoint management and patching) \\r\\n\\tCloudflare ZTNA (secure remote access) \\r\\n\\tEnsure systems are secure, compliant, and operationally stable \\r\\n\\tOwn and improve endpoint management strategy and execution \\r\\n\\tSupport and improve integrations across enterprise systems (NetSuite, Sitetracker, call center tools) \\r\\n\\r\\n\\r\\nZero Trust &amp; Security \\r\\n\\r\\n\\r\\n\\tAdminister and support Cloudflare ZTNA for secure access to company resources \\r\\n\\tSupport identity and access policy enforcement (MFA, conditional access, device trust) \\r\\n\\tAssist with log forwarding, monitoring, and SIEM integration \\r\\n\\tIdentify risks and proactively improve security posture \\r\\n\\r\\n\\r\\nNetwork Administration (Corporate Offices) \\r\\n\\r\\n\\r\\n\\tSupport and maintain office networks: Firewalls, switches, routing, and wireless \\r\\n\\tTroubleshoot connectivity and performance issues \\r\\n\\tEnsure reliability, redundancy, and uptime \\r\\n\\r\\n\\r\\nSupport Leadership &amp; Service Management \\r\\n\\r\\n\\r\\n\\tServe as the primary escalation point (Level 2) for IT Support Specialists \\r\\n\\tProvide technical guidance, coaching, and direction to improve troubleshooting and resolution quality \\r\\n\\tReview and validate ticket resolutions to ensure: \\r\\n\\t\\r\\n\\t\\tProper root cause identification \\r\\n\\t\\tComplete documentation \\r\\n\\t\\tAdherence to IT standards \\r\\n\\t\\r\\n\\t\\r\\n\\tIdentify recurring issues and drive permanent fixes and process improvements \\r\\n\\tDefine and enforce support expectations, escalation paths, and resolution standards \\r\\n\\r\\n\\r\\nIT Support Team Oversight &amp; Sprint Execution \\r\\n\\r\\n\\r\\n\\tProvide day-to-day oversight of IT Support Specialists \\r\\n\\tPartner with IT leadership to define and manage bi-weekly sprint objectives \\r\\n\\tAssign and track work from the IT sprint board, ensuring clarity and alignment \\r\\n\\tHold team members accountable for delivery, timelines, and quality of work \\r\\n\\tRemove blockers and ensure the team stays focused on priorities \\r\\n\\tRun or support regular sprint check-ins (standups, reviews) \\r\\n\\tEnsure all work is properly tracked, updated, and documented \\r\\n\\r\\n\\r\\nSupport &amp; Collaboration \\r\\n\\r\\n\\r\\n\\tServe as an escalation point for complex IT issues across the organization \\r\\n\\tProvide Tier 2/3 support when required \\r\\n\\tPartner with internal teams on cross-functional IT initiatives \\r\\n\\tMaintain clear, accurate documentation for systems and processes \\r\\n\\r\\n\\r\\nProcess &amp; Documentation \\r\\n\\r\\n\\r\\n\\t\\r\\n\\t\\r\\n\\t\\tDevelop and maintain: Runbooks for common issues \\r\\n\\t\\tOnboarding and configuration documentation \\r\\n\\t\\tStandard operating procedures \\r\\n\\t\\tEstablish repeatable processes to improve efficiency and consistency \\r\\n\\t\\tEnsure &ldquo;if it&rsquo;s not documented, it&rsquo;s not complete&rdquo; execution discipline \\r\\n\\t\\r\\n\\t\\r\\n\\r\\nQualificationsQualifications:\\r\\n\\r\\nRequired \\r\\n\\r\\n\\r\\n\\t3+ years of systems and/or network administration experience \\r\\n\\tStrong experience with Microsoft 365 (Exchange, Teams, SharePoint, Intune) \\r\\n\\tExperience with identity management platforms (Okta preferred) \\r\\n\\tExperience with endpoint management and patching tools \\r\\n\\tNetwork troubleshooting and administration experience (firewalls, switches, Wi-Fi, VPN) \\r\\n\\tStrong troubleshooting and problem-solving skills \\r\\n\\tAbility to balance technical work with team leadership responsibilities \\r\\n\\r\\n\\r\\nPreferred \\r\\n\\r\\n\\r\\n\\tExperience managing or leading support teams \\r\\n\\tExperience working in a ticketing or sprint-based environment \\r\\n\\tExperience with SIEM or security monitoring tools \\r\\n\\tFamiliarity with ERP or OSS/BSS platforms \\r\\n\\tCertifications (Microsoft 365 Admin, Okta, Network+, etc.) \\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\",\"responsibilities\":\"Overview\\r\\n\\r\\nThe Systems &amp; Network Administrator / IT Support Manager will play a critical role in supporting Surf Internet&rsquo;s IT infrastructure while providing leadership and oversight to the IT Support team. \\r\\n\\r\\nThis role balances hands-on technical ownership of core enterprise systems (Okta, Intune, Microsoft 365, endpoint management, and secure access) with day-to-day management of IT Support Specialists, ensuring issues are resolved efficiently, standards are followed, and work is executed through a structured sprint-based approach. \\r\\n\\r\\nThis is a hands-on leadership role, requiring both deep technical capability and the ability to manage, prioritize, and drive execution across the IT Support function.\\r\\n\\r\\nRole Focus \\r\\n\\r\\n\\r\\n\\tApproximately 50% hands-on systems administration across core platforms (Okta, Intune, Microsoft 365, ZTNA, endpoint management) \\r\\n\\tApproximately 50% leadership and operational oversight of IT Support Specialists, including escalation handling, coaching, ticket quality, and sprint execution \\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nReports To:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Director of IT&nbsp;&nbsp; &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \\r\\n\\r\\nDepartment: &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; IT &amp; Data Analytics&nbsp;&nbsp;&nbsp;&nbsp; \\r\\n\\r\\nJob Status:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Exempt&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \\r\\n\\r\\nResponsibilities:\\r\\n\\r\\nEnterprise Systems &amp; Platform Ownership \\r\\n\\r\\n\\r\\n\\tAdminister and maintain core platforms: Okta (identity &amp; access management) \\r\\n\\tMicrosoft 365 (Exchange, Teams, SharePoint, Intune) \\r\\n\\tNinjaOne (endpoint management and patching) \\r\\n\\tCloudflare ZTNA (secure remote access) \\r\\n\\tEnsure systems are secure, compliant, and operationally stable \\r\\n\\tOwn and improve endpoint management strategy and execution \\r\\n\\tSupport and improve integrations across enterprise systems (NetSuite, Sitetracker, call center tools) \\r\\n\\r\\n\\r\\nZero Trust &amp; Security \\r\\n\\r\\n\\r\\n\\tAdminister and support Cloudflare ZTNA for secure access to company resources \\r\\n\\tSupport identity and access policy enforcement (MFA, conditional access, device trust) \\r\\n\\tAssist with log forwarding, monitoring, and SIEM integration \\r\\n\\tIdentify risks and proactively improve security posture \\r\\n\\r\\n\\r\\nNetwork Administration (Corporate Offices) \\r\\n\\r\\n\\r\\n\\tSupport and maintain office networks: Firewalls, switches, routing, and wireless \\r\\n\\tTroubleshoot connectivity and performance issues \\r\\n\\tEnsure reliability, redundancy, and uptime \\r\\n\\r\\n\\r\\nSupport Leadership &amp; Service Management \\r\\n\\r\\n\\r\\n\\tServe as the primary escalation point (Level 2) for IT Support Specialists \\r\\n\\tProvide technical guidance, coaching, and direction to improve troubleshooting and resolution quality \\r\\n\\tReview and validate ticket resolutions to ensure: \\r\\n\\t\\r\\n\\t\\tProper root cause identification \\r\\n\\t\\tComplete documentation \\r\\n\\t\\tAdherence to IT standards \\r\\n\\t\\r\\n\\t\\r\\n\\tIdentify recurring issues and drive permanent fixes and process improvements \\r\\n\\tDefine and enforce support expectations, escalation paths, and resolution standards \\r\\n\\r\\n\\r\\nIT Support Team Oversight &amp; Sprint Execution \\r\\n\\r\\n\\r\\n\\tProvide day-to-day oversight of IT Support Specialists \\r\\n\\tPartner with IT leadership to define and manage bi-weekly sprint objectives \\r\\n\\tAssign and track work from the IT sprint board, ensuring clarity and alignment \\r\\n\\tHold team members accountable for delivery, timelines, and quality of work \\r\\n\\tRemove blockers and ensure the team stays focused on priorities \\r\\n\\tRun or support regular sprint check-ins (standups, reviews) \\r\\n\\tEnsure all work is properly tracked, updated, and documented \\r\\n\\r\\n\\r\\nSupport &amp; Collaboration \\r\\n\\r\\n\\r\\n\\tServe as an escalation point for complex IT issues across the organization \\r\\n\\tProvide Tier 2/3 support when required \\r\\n\\tPartner with internal teams on cross-functional IT initiatives \\r\\n\\tMaintain clear, accurate documentation for systems and processes \\r\\n\\r\\n\\r\\nProcess &amp; Documentation \\r\\n\\r\\n\\r\\n\\t\\r\\n\\t\\r\\n\\t\\tDevelop and maintain: Runbooks for common issues \\r\\n\\t\\tOnboarding and configuration documentation \\r\\n\\t\\tStandard operating procedures \\r\\n\\t\\tEstablish repeatable processes to improve efficiency and consistency \\r\\n\\t\\tEnsure &ldquo;if it&rsquo;s not documented, it&rsquo;s not complete&rdquo; execution discipline \\r\\n\\t\\r\\n\\t\\r\\n\\r\\n\",\"employmentType\":\"OTHER\",\"hiringOrganization\":{\"@type\":\"Organization\",\"name\":\"Surf Internet\",\"logo\":\"https://www.paycomonline.net/v4/ats/web.php/application/style/logo?clientkey=A66D4549B48740852D110830E9085D10\"},\"jobLocation\":{\"@type\":\"Place\",\"address\":{\"streetAddress\":\"228 Waterfall Dr\",\"addressLocality\":\"Elkhart\",\"addressRegion\":\"IN\",\"postalCode\":46516,\"addressCountry\":\"USA\"}},\"qualifications\":\"Qualifications:\\r\\n\\r\\nRequired \\r\\n\\r\\n\\r\\n\\t3+ years of systems and/or network administration experience \\r\\n\\tStrong experience with Microsoft 365 (Exchange, Teams, SharePoint, Intune) \\r\\n\\tExperience with identity management platforms (Okta preferred) \\r\\n\\tExperience with endpoint management and patching tools \\r\\n\\tNetwork troubleshooting and administration experience (firewalls, switches, Wi-Fi, VPN) \\r\\n\\tStrong troubleshooting and problem-solving skills \\r\\n\\tAbility to balance technical work with team leadership responsibilities \\r\\n\\r\\n\\r\\nPreferred \\r\\n\\r\\n\\r\\n\\tExperience managing or leading support teams \\r\\n\\tExperience working in a ticketing or sprint-based environment \\r\\n\\tExperience with SIEM or security monitoring tools \\r\\n\\tFamiliarity with ERP or OSS/BSS platforms \\r\\n\\tCertifications (Microsoft 365 Admin, Okta, Network+, etc.) \\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\",\"experienceRequirements\":\"Qualifications:\\r\\n\\r\\nRequired \\r\\n\\r\\n\\r\\n\\t3+ years of systems and/or network administration experience \\r\\n\\tStrong experience with Microsoft 365 (Exchange, Teams, SharePoint, Intune) \\r\\n\\tExperience with identity management platforms (Okta preferred) \\r\\n\\tExperience with endpoint management and patching tools \\r\\n\\tNetwork troubleshooting and administration experience (firewalls, switches, Wi-Fi, VPN) \\r\\n\\tStrong troubleshooting and problem-solving skills \\r\\n\\tAbility to balance technical work with team leadership responsibilities \\r\\n\\r\\n\\r\\nPreferred \\r\\n\\r\\n\\r\\n\\tExperience managing or leading support teams \\r\\n\\tExperience working in a ticketing or sprint-based environment \\r\\n\\tExperience with SIEM or security monitoring tools \\r\\n\\tFamiliarity with ERP or OSS/BSS platforms \\r\\n\\tCertifications (Microsoft 365 Admin, Okta, Network+, etc.) \\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\",\"validThrough\":\"-0001-11-30\",\"educationRequirements\":\"Not Specified\"}",
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