Salary Range: 70000 to 150000 (Currency: USD) (Pay period: per-year-salary)

Key Responsibilities:

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Support Ticket Management:
• Oversee and optimize the support ticket process to ensure timely and efficient resolution of IT issues.
• Answer and resolve tickets, providing high-quality support to internal stakeholders.
• Analyze ticket trends and implement strategies to reduce recurring issues and improve overall IT support.


Employee Onboarding and Offboarding:
• Manage the IT aspects of onboarding and offboarding employees, including setting up and deactivating accounts in Google Workspace, Okta, and other relevant tools.
• Ensure smooth transitions and access to necessary resources for new hires and departing employees.


Hardware Procurement and Distribution:
• Procure, configure, and distribute hardware (laptops, desktops, peripherals, etc.) to employees as needed or work with external companies providing this service in other locations.
• Maintain an inventory of IT assets and ensure proper tracking and documentation.


Vendor Management:
• Collaborate with external vendors to procure goods and services that meet the company’s IT needs.
• Negotiate contracts alongside procurement, manage vendor relationships, and ensure the timely delivery of products and services.


IT Operations and Process Improvement:
• Identify opportunities for process improvements within IT operations and implement effective solutions.
• Develop and maintain documentation for IT processes and procedures.
• Ensure compliance with IT policies and industry best practices.


Technical Expertise:
• Provide technical support and guidance to team members and other departments as needed.
• Stay up-to-date with industry trends and emerging technologies to ensure the company remains at the forefront of IT advancements.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT operations or a similar role.
• Strong technical expertise with Google Workspace, Okta, Jira or other ticketing solutions, and Zoom.
• Proven experience in optimizing support ticket processes and managing IT support teams.
• Excellent problem-solving skills and the ability to think critically and analytically.
• Strong interpersonal and communication skills, with the ability to work effectively with diverse teams and stakeholders.
• Demonstrated ability to manage multiple projects and priorities in a fast-paced environment.
• Proactive attitude with a passion for delivering high-quality results and driving continuous improvement.