Birdeye

Lead IT Administrator

Birdeye

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Senior

Tech Stack

AzureFirewallsJavaScriptSwiftTCP/IPVoIP

About the role

  • 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.

Requirements

  • Experience: 6+ years in IT operations or related fields, with a proven track record in SaaS administration, asset lifecycle management, and escalation handling in fast-paced environments.
  • Certifications: ITIL Foundation required; advanced certifications (CCNA, Azure, Google Workspace, Security+) preferred.
  • Education: Bachelor’s or Master’s in Computer Science, Information Systems, or equivalent experience.
  • Technical Expertise: Strong hands-on experience with Google Workspace, Office 365, RingCentral, Zoom, Salesforce, JIRA.
  • Proven skills in identity/access management (IAM), MDM for Mac & Windows (Kandji, ScaleFusion, Intune), VPN, and endpoint security.
  • Practical exposure to networking fundamentals (TCP/IP, Firewalls, WiFi, VPN).
  • Operational Skills: Asset management and budgeting experience, with a focus on compliance and cost optimisation.
  • Ability to design, implement, and enforce IT policies and procedures aligned to ITIL best practices.
  • Leadership & Ownership: Demonstrated ability to lead teams, mentor staff, and handle executive-level escalations with clarity and confidence.
  • Soft Skills: Excellent organisational, communication, and interpersonal skills; able to work independently and collaboratively.
  • Adaptability to thrive in high-growth, SaaS-first environments with changing business needs.
  • Mindset: Curious, resourceful, and committed to continuous learning, innovation, and improving IT service delivery.