Responsibilities:

• Hands-on Management: Take a proactive, hands-on approach in managing and optimizing the use of Google Workspace, Slack, Sentinel One, Ninja RMM, Azure AD, and Microsoft 365 within the organization to ensure that employees have the necessary tools to operate effectively.
• Global IT Service Delivery:
• Lead the workplace services function to provide exceptional service to a fully remote, global workforce.
• Develop and implement support strategies that work across multiple time zones and regions, ensuring 24/7 support and services where necessary.
• Vendor and Partner Management:
• Manage relationships with third-party vendors and service providers across different countries, ensuring service levels are met, negotiating contracts, and resolving issues as they arise.
• Ensure vendors comply with the company's remote work requirements.
• IT Security and Compliance:
• Collaborate closely with IT security teams to ensure that the organization's endpoint security is maintained using Sentinel One and that all systems are secured and compliant with global standards.
• Ensure Azure AD and Microsoft 365 are securely integrated with the overall infrastructure.
• Patch Management and Monitoring: Use Ninja RMM to monitor, manage, and patch all end-user devices across the organization, ensuring security and compliance in all regions.
• User Onboarding and Offboarding: Develop and execute seamless global onboarding/offboarding processes, ensuring new hires are provided with the necessary tools (Google Workspace, Microsoft 365, Slack) and that leavers are securely offboarded, with all access removed, particularly within Google Workspace, Azure AD and other cloud services.
• Process Improvement and Standardization: Continuously evaluate and improve workplace service processes, policies, and standards, ensuring they meet the evolving needs of a fully remote, distributed workforce.
• Cross-Platform Expertise: Provide support and troubleshooting expertise across both Google Workspace and Microsoft 365 environments, ensuring smooth collaboration and integration between the two.
• Team Leadership: Lead and mentor a distributed IT team, ensuring high levels of service delivery, collaboration, and user satisfaction across the organization.
• Metrics and Reporting: Track, monitor, and report on service-level agreements (SLAs), key performance indicators (KPIs), and system performance, ensuring the highest levels of workplace service availability and quality.

Requirements:

• Education: Certifications such as ITIL, Comp TIA, Google Workspace Administrator, Azure Administrator Associate, or Microsoft 365 Certified are a plus.
• Experience:
• 7+ years of experience in workplace services, IT management, or a related field, with at least 3 years in a leadership role managing remote teams.
• Hands-on experience with Google Workspace, Slack, Sentinel One, Ninja RMM, Azure Active Directory (Azure AD), and Microsoft 365 is required.
• Proven ability to manage vendors and service providers across different countries, ensuring high service quality and vendor accountability.
• Strong technical understanding of IT infrastructure, security practices, and compliance for global, distributed teams, with direct experience managing tools like Google Workspace, Azure AD, and Sentinel One.
• Project Management Skills: Excellent project management skills, with the ability to manage multiple complex projects and priorities across time zones and geographies.
• Leadership & Collaboration:
• Exceptional leadership skills with experience leading cross-functional teams.
• Strong collaboration skills with the ability to work effectively across departments and with both technical and non-technical stakeholders.
• Ability to influence and drive decision-making processes.
• Communication Skills:
• Excellent verbal and written communication skills, with the ability to clearly convey complex ideas to diverse audiences.
• Experience communicating project updates and performance metrics to senior leadership and stakeholders.
• Problem-Solving & Decision-Making:
• Strong analytical and problem-solving skills with the ability to quickly identify solutions and make sound decisions.
• Ability to navigate complex challenges and pivot project plans when necessary.
• Detail-Oriented & Organized:
• High attention to detail with excellent organizational and time-management skills.
• Ability to manage project documentation, maintain accurate records, and ensure that all project deliverables meet the highest standards of quality.
• Adaptability & Proactivity:
• Comfortable working in a fast-paced, rapidly changing environment.
• A proactive approach to identifying opportunities for improvement and driving initiatives forward