Birdeye

IT Support

• Lead IT operations with an ownership mindset : Oversee corporate IT systems, SaaS applications, and end-user services to ensure reliability, security, and compliance.
• Escalation management : Act as the primary escalation point for critical IT issues, ensuring timely communication with executives and swift resolution.
• SaaS and access governance : Administer core SaaS applications (Google Workspace, Zoom, Salesforce, RingCentral, Office 365, JIRA, etc.), manage access controls, and ensure compliance with security frameworks (SOC2/ISO).
• Asset lifecycle ownership : Manage procurement, inventory, provisioning, and secure recovery of laptops and IT assets, leveraging MDM platforms (Kandji, ScaleFusion, Intune) for both Windows and Mac environments.
• Proactive endpoint management : Enforce compliance, security, and monitoring across all endpoints; drive automation to minimise manual overhead.
• Network and collaboration systems: Manage VPN, Wi-Fi, VoIP/telephony, and video conferencing to ensure uninterrupted productivity.
• Policy & process leadership : Design, document, and enforce IT policies, SOPs, and business continuity plans; ensure adherence to ITIL practices (incident, change, and problem management).
• Compliance & security : Safeguard data and access, conduct audits, and ensure proactive alignment with internal and external compliance requirements.
• Vendor & budget management : Manage IT service providers, negotiate vendor contracts, and forecast IT needs within budget constraints.
• Performance metrics & dashboards : Develop and maintain KPIs and SLA dashboards to track workload, efficiency, and service delivery outcomes.
• Continuous improvement : Identify process inefficiencies and compliance risks, then implement strategic solutions to improve scalability and resilience.
• Team leadership & development : Mentor and coach IT staff, fostering a culture of accountability, proactive ownership, and continuous improvement.
• Strategic outlook : Anticipate industry trends and evolving business needs; recommend innovative solutions that balance cost, security, and scalability.

Lead IT Administrator