Job Description

Lilac is seeking a IT Senior Operations Supervisor to oversee the newly developed service-desk. Will be a key contributor in the development and implementation of operational process, service monitoring, alerting, incident management, root-cause analysis process and all associated tools. Will oversee the execution and delivery of all IT Services to ensure that issues and requests are delivered to IT Service SLA’s. This role will be full-time based remotely in the United States.

Responsibilities

• Serve as escalation point for issues related to user authorization, access management, account configuration, and software configuration/troubleshooting support in a Microsoft Azure ecosystem.
• Responsible for user and security related threat reporting and investigation (email, endpoint and account level threats)
• Oversee incident management, change management and RCA process for all IT-related service
• Develop, implement, and maintain standard operating procedures for IT services overseen by the Service Desk.
• Oversee and assist with training and development of peers on Support Team; be primary point for all customer facing incidents and escalations.
• Oversee and ensure all Service Desk support tickets are completed within defined service-level agreements
• Establish, manage, and troubleshoot user access to sensitive data leveraging identity-based access workflows in Azure and Defender security policies.
• Responsible for user and security related threat reporting and investigation (email, endpoint and account level threats)
• Identify monitoring and incident management opportunities leveraging Sentinel playbooks. (Detection and response.)
• Develop coverage schedule for supporting and responding to customer needs in EMEA and US time zones within regular business hours in North America, South America and EU.
• Will need to work shift or rotating hours as required.
• Provide cross training to other staff members.
• Communicate end user needs, feedback and coaching to team members

Candidate Qualifications

• 5-7 years of experience working in a technical leadership role
• Significant experience with Azure Active Directory, Intune, Sentinel and Defender Security services
• Extensive knowledge of Microsoft Windows, Microsoft Teams, Microsoft Office 365, Microsoft Active Directory, and Microsoft SharePoint.
• Knowledge of TCP/IP networking, and related network services (I.E., DNS, SNTP, DHCP, etc.)
• Great Diagnostic and troubleshooting skills.
• Excellent written and verbal communication skills.
• Excellent customer service skills.
• Ability to troubleshoot and support mobile devices, even remotely
• Ability to articulate in both technical and user-friendly language.
• Excellent written and oral communication skills; excellent listening and interpersonal skills; Proficient in multi-tasking; able to prioritize and execute tasks.
• PowerShell administration experience (2-4 years)

Preferred Skills

• Experience with data classification, data loss prevention and alerting
• Spanish Language

Compensation

• Salary range: $90k-$110k annually (commensurate with experience)
• Stock options  
• Health, dental, and vision insurance
• Short-term and long-term disability insurance
• 401k with pre- and post-tax investing options
• Flexible spending account/Health savings account
• Group and term life
• Flexible paid time off policy
• Paid sick leave
• Eight weeks of paid parental leave
• Employee assistance program
• Monthly phone stipend