IT Operations/Support Lead

Role Overview

We’re looking for an IT Manager to own our internal IT ecosystem end-to-end. This role will lead the management of laptops and workstations, define and enforce security standards, oversee SSO and identity access management, and manage SaaS and software licensing across the company. You’ll be the go-to person for keeping our environment secure, reliable, and easy to use for a mostly remote workforce.

Key Responsibilities

Endpoint & Asset Management

• Own the full lifecycle of laptops and workstations (procurement, imaging, deployment, recovery, and decommissioning).
• Implement and administer MDM/endpoint management tools (e.g., Intune, Jamf, Kandji, Workspace ONE) for configuration, patching, and policy enforcement.
• Maintain an accurate asset inventory for all company-owned devices and key peripherals.
• Define and maintain standard images and baseline configurations for different roles and teams.

Identity, Access & SSO

• Administer our identity provider and SSO platform (e.g., Okta, Azure AD, Google Workspace), including application integrations and lifecycle management.
• Implement and maintain role-based access control (RBAC), ensuring least-privilege access and appropriate group/role design.
• Own the joiner/mover/leaver process: onboarding, offboarding, and access changes across all core systems.
• Monitor access logs and authentication events; partner with security to respond to suspicious activity.

Security & Compliance

• Define, document, and enforce IT and security policies (passwords, MFA, endpoint configuration, data handling, acceptable use, remote work standards).
• Manage endpoint security tooling (EDR/AV, disk encryption, host firewalls) and ensure coverage and compliance across devices.
• Coordinate vulnerability management for endpoints and core SaaS platforms, including patching schedules and exception handling.
• Support compliance initiatives (e.g., SOC 2, ISO 27001) by providing evidence, documentation, and implementing required controls.
• Participate in customer-required IT/security assessments, reviews, and audits, providing accurate, timely information about our IT controls and posture.
• Run periodic security awareness activities (phishing simulations, training reminders, playbooks).

SaaS & License Management

• Own SaaS application inventory and license assignments across the organization.
• Regularly review usage, reclaim unused licenses, and right-size contracts to control cost.
• Partner with finance and leadership on renewals, vendor evaluations, and budgeting for IT tooling.
• Standardize and document approved tools, including request and approval processes for new software.

IT Operations & Support

• Establish and continuously improve IT support processes (ticketing, SLAs, escalation paths).
• Serve as an escalation point for complex incidents and requests from employees.
• Create and maintain runbooks, FAQs, and user documentation to enable self-service where appropriate.
• Partner closely with engineering, security, and operations to ensure IT strategy aligns with company growth and technical roadmap.
• Track and report on IT KPIs (uptime, ticket volume and resolution times, compliance posture, asset coverage).

Qualifications

Required:

• 5+ years of experience in IT administration or systems engineering, including 2+ years in a lead or manager capacity.
• Hands-on experience managing macOS and/or Windows endpoints in a distributed or remote-first environment.
• Experience administering at least one enterprise identity platform (Okta, Azure AD, or Google Workspace) and integrating SSO with SaaS tools.
• Strong understanding of security best practices for endpoints, identity, and SaaS (MFA, encryption, RBAC, least privilege, logging and monitoring).
• Proven track record implementing and operating MDM/endpoint management tools and endpoint security solutions.
• Demonstrated ability to design and document processes, drive adoption, and enforce standards in a growing organization.
• Bilingual in English and Spanish, with strong written and verbal communication skills in both languages.
• Excellent communication skills; able to explain technical constraints and trade-offs clearly to non-technical stakeholders.

Nice to Have:

• Experience supporting or implementing SOC 2, ISO 27001, HIPAA, or similar compliance frameworks.
• Familiarity with automation and scripting (PowerShell, Bash, Python) for user, device, and SaaS administration.
• Background working with cloud-native and SaaS-heavy organizations (e.g., consulting, product engineering, or data/AI firms).
• Relevant certifications (e.g., CompTIA Security+, CISSP, Okta Certified Professional, Microsoft 365/Entra), or equivalent experience.