Systems & Network Administrator / IT Support Manager

Responsibilities

• Administer and maintain core platforms: Okta (identity & access management), Microsoft 365 (Exchange, Teams, SharePoint, Intune), NinjaOne (endpoint management and patching), Cloudflare ZTNA (secure remote access)
• Support and improve integrations across enterprise systems (NetSuite, Sitetracker, call center tools)
• Administer and support Cloudflare ZTNA for secure access to company resources
• Assist with log forwarding, monitoring, and SIEM integration
• Identify risks and proactively improve security posture
• Support and maintain office networks: Firewalls, switches, routing, and wireless
• Troubleshoot connectivity and performance issues
• Ensure reliability, redundancy, and uptime
• Serve as the primary escalation point (Level 2) for IT Support Specialists
• Provide technical guidance, coaching, and direction to improve troubleshooting and resolution quality
• Review and validate ticket resolutions to ensure proper root cause identification, complete documentation, and adherence to IT standards
• Identify recurring issues and drive permanent fixes and process improvements
• Define and enforce support expectations, escalation paths, and resolution standards
• Provide day-to-day oversight of IT Support Specialists
• Partner with IT leadership to define and manage bi-weekly sprint objectives
• Assign and track work from the IT sprint board, ensuring clarity and alignment
• Hold team members accountable for delivery, timelines, and quality of work
• Remove blockers and ensure the team stays focused on priorities
• Run or support regular sprint check-ins (standups, reviews)
• Ensure all work is properly tracked, updated, and documented
• Serve as an escalation point for complex IT issues across the organization
• Provide Tier 2/3 support when required
• Partner with internal teams on cross-functional IT initiatives
• Maintain clear, accurate documentation for systems and processes

Qualifications

• 3+ years of systems and/or network administration experience
• Strong experience with Microsoft 365 (Exchange, Teams, SharePoint, Intune)
• Experience with identity management platforms (Okta preferred)
• Experience with endpoint management and patching tools
• Network troubleshooting and administration experience (firewalls, switches, Wi-Fi, VPN)
• Strong troubleshooting and problem-solving skills
• Ability to balance technical work with team leadership responsibilities
• Preferred: Experience managing or leading support teams, experience working in a ticketing or sprint-based environment, experience with SIEM or security monitoring tools, familiarity with ERP or OSS/BSS platforms, relevant certifications (Microsoft 365 Admin, Okta, Network+, etc.)