1600 SYSTEM OPERATIONS TEAM LEADER

This is a remote position.

Responsibilities: Technical Delivery

• Lead the deployment, configuration, and lifecycle management of the security tool stack (SentinelOne, Okta, Entra ID, Cynomi, KnowBe4, etc.) across client environments.
  
• Provide Tier 2 and Tier 3 support for escalated incidents across Mac workstations, networks, Google Workspace, and SaaS platforms.
  
• Diagnose and resolve incidents independently, with clear and client-friendly documentation.
  
• Lead technical projects: migrations, security tool implementations, network upgrades, and compliance initiatives.
  
• Develop process automations to reduce repetitive manual tasks (focused on workflow efficiency, not infrastructure-as-code).
  
• Manage recurring technical issues and implement long-term root-cause solutions.
  
• Support monitoring, patching (including CVE remediation alerting), and incident response workflows.
  
• Evaluate new platforms to determine their suitability within the technology stack.
  
• Perform system updates, backups, and security audits.
  

Responsibilities: Client Experience

• Serve as the primary technical point of contact for assigned client accounts. You own the relationship, not just the tickets.
  
• Translate complex technical concepts into clear, confident language for non-technical stakeholders (founders, operations managers, office managers).
  
• Lead client-facing project presentations: scoping, progress updates, and post-implementation reviews.
  
• Collaborate with Tier 1 and Tier 2 teams to share knowledge and elevate client communication standards.
  
• Act as a bridge between technical experts and end users, ensuring SOPs, documentation, and instructions are accessible and easy to understand.
  
• Identify opportunities to improve service delivery and proactively communicate them to clients and internal leadership.
  
• Contribute to and enhance the knowledge base with a strong focus on client readability.
  

Requisitos

Technical Skills

• 10+ years of experience in IT support, systems administration, and security project implementation.
  
• Strong experience supporting Mac/macOS environments. (Candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days).
  
• Experience administering Google Workspace environments for distributed/remote teams.
  
• Strong cybersecurity knowledge: hands-on experience with zero-trust SaaS security platforms (SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent).
  
• Solid networking fundamentals (VPNs, firewalls, routing), ideally with experience in Cisco Meraki environments.
  
• Experience with endpoint management / MDM tools (Jamf, Intune, or similar).
  
• Proven experience leading SaaS security implementation projects end-to-end (from scoping through delivery and client sign-off).
  

Client-Facing Skills

• Experience serving as the primary point of contact for clients (not just escalation support, but the person clients rely on directly).
  
• Proven ability to explain technical concepts to non-technical audiences clearly and build confidence.
  
• Experience leading or co-leading client meetings, project kickoffs, and status reviews.
  
• High levels of customer satisfaction or equivalent evidence (references, testimonials, NPS).
  
• Comfortable working with ambiguity: startup clients often lack clarity on their needs, and you help them define them.
  

Soft Skills

• Ownership mindset: if it’s your account, it’s your responsibility until the issue is fully resolved.
  
• Ability to work independently with minimal supervision across multiple time zones.
  
• Continuous improvement mindset: you don’t just fix the issue, you improve the system that caused it.
  
• Strong written communication skills: clear, professional, and approachable client-facing emails and documentation.