Offer summary

Qualifications:

5+ years of experience in IT support or systems administration, with at least 2 years in a leadership role., Strong technical knowledge of Microsoft 365 and cloud-based IT environments, particularly with Cisco Meraki., CCNA or CCNP certification is highly desirable, along with experience in ITIL processes., Excellent troubleshooting, analytical, and communication skills are essential..

Key responsibilities:

Act as the senior escalation point for complex technical issues affecting users and operational systems.

Lead and mentor the technical support team, providing guidance and performance feedback.

Manage IT operational projects, including cloud migrations and system upgrades.

Collaborate with business units to ensure IT services align with organizational objectives.

Job description

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Network & IT Operations Lead
Location: Remote
Reports to: Director of Information Technology
Employment Type: Full-time

Position Summary
The IT Operations Lead will serve as the primary technical escalation point for our IT support team and lead operational IT projects across a predominantly cloud-based Microsoft 365 infrastructure. This role combines hands-on technical troubleshooting with leadership in process improvement, project delivery, and team mentorship.
We’ve had a slight pivot in our need: we are now specifically looking for someone with Network Administration experience, especially with Cisco Meraki. CCNA or CCNP certification is highly desirable. The ideal candidate brings strong technical acumen, experience with ITIL best practices, and a collaborative, service-oriented mindset.

Key Responsibilities

Act as the senior escalation point for complex technical issues impacting users, cloud services, and operational systems.
Lead and mentor the technical support team, providing guidance, training, and performance feedback.
Manage and deliver IT operational projects, including cloud migrations, system upgrades, and process improvements.
Oversee day-to-day IT operations: service desk, user support, incident management, and change management.
Collaborate with business units to understand requirements and ensure IT services align with organizational objectives.
Develop, document, and enforce IT policies, procedures, and standards, with a focus on ITIL and continuous improvement.
Monitor and report on key IT service metrics, identifying trends and recommending solutions.
Ensure the security, integrity, and high availability of cloud-based infrastructure and data.
Coordinate with vendors and external partners for support, procurement, and project delivery.
Participate in on-call rotation and respond to critical incidents as needed.

Qualifications

5+ years of experience in IT support, operations, or systems administration roles, with at least 2 years in a team lead or escalation capacity.
Strong technical knowledge of Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), Azure AD, and cloud-based IT environments.
Proven experience in Network Administration, specifically with Cisco Meraki.
CCNA or CCNP certification is a strong plus.
Experience with ITIL processes and service management frameworks (certification preferred).
Demonstrated ability to lead IT projects from conception to completion.
Solid understanding of networking, security best practices, and identity management.
Excellent troubleshooting, analytical, and problem-solving skills.
Strong interpersonal and communication skills; able to translate technical concepts to non-technical audiences.
Experience in oil and gas or other industrial sectors is a plus.
Relevant technical certifications (e.g., Microsoft, ITIL, CompTIA) are highly desirable.

Preferred Skills

Experience with automation, scripting (PowerShell), or process optimization.
Exposure to hybrid cloud environments and integration with legacy systems.
Familiarity with compliance requirements relevant to oil and gas or regulated industries.

This is a remote/telecommute position.

Required profile