IT Support Team Lead

About The Role
We are looking for a proactive IT leader to join our dynamic BPO environment. This individual will be responsible for overseeing Tier I and Tier II operations, managing networks, telephony, and security, while also collaborating with key clients. You will leverage your expertise in systems administration alongside modern cloud technologies, security measures, and AI-driven automation to enhance vendor performance and position yourself as a thought leader in IT. Additionally, you will be tasked with developing standard IT Standard Operating Procedures (SOPs).

Key Responsibilities
Team Leadership & Service Operations

• Lead Tier I and Tier II teams as well as systems administrators; manage queues, Service Level Agreements (SLAs), escalations, and on-call support.
• Establish SOPs and Knowledge Base (KB) documentation while applying light ITIL principles (incident, problem, change management).
• Oversee seamless onboarding and offboarding processes, including accounts, devices, access, and telephony.
• Manage the deployment and support of equipment, virtual desktops, and software; provide guidance on specifications and deployment to meet both internal and client requirements.

Cloud, Systems & Platforms

• Architect and operate cloud environments (e.g., AWS, Azure), identity management, DNS, and core services.
• Administer Google Workspace and Microsoft 365; manage Linux application stacks and basic database operations.
• Standardize processes using Infrastructure as Code (IaC) and automation; ensure data backups, disaster recovery, and access control measures are in place.

Network, Telephony & Access

• Manage LAN, WAN, SD-WAN, Wi-Fi, VPNs, firewalls, and ensure redundancy and Quality of Service (QoS).
• Oversee Unified Communications as a Service (UCaaS) and Voice over Internet Protocol (VoIP) solutions (e.g., RingCentral, Zoom, Teams): manage call flows, recording, and compliance.

Desktop, Security & Endpoint Management

• Enhance endpoint security through Endpoint Detection and Response (EDR), Mobile Device Management (MDM), and Zero Trust Network Access (ZTNA); implement least-privilege access policies.
• Recommend specifications for desktop and Virtual Desktop Infrastructure (VDI) solutions; deploy and support devices and virtual desktops to align with internal and client requirements.
• Lead security reviews, audits, incident management, and continuous improvement initiatives.

Monitoring, Reliability & Reporting

• Oversee observability and Remote Monitoring and Management (RMM) processes, including monitoring, patching, and compliance.
• Define Service Level Objectives (SLOs) and alerts; maintain executive dashboards to track SLA, Mean Time to Recovery (MTTR), and Customer Satisfaction (CSAT) metrics.

Automation & AI

• Automate repetitive tasks using Python, , and Robotic Process Automation (RPA); integrate systems via APIs and webhooks.
• Assess and implement AI solutions to minimize manual effort and enhance reliability; provide coaching on best practices.

Development & Internal Tools

• Maintain lightweight internal tools and dashboards that facilitate IT operations and reporting.
• Develop small integrations to streamline workflows and enhance operational efficiency.

Client-Facing Leadership & Delivery

• Serve as the technical point of contact for enterprise clients; translate their needs into effective solutions.
• Manage cutovers, onboarding processes, Quarterly Business Reviews (QBRs), and ensure clear communication of non-technical information.

Vendor, Contracts & Budget

• Manage relationships with Internet Service Providers (ISPs), carriers, Managed Service Providers (MSPs), Software as a Service (SaaS) vendors, and Data Center (DC) partners; negotiate SLAs and optimize expenditure.
• Select and govern tools based on security, reliability, and return on investment (ROI) criteria.

Policy, Compliance & SOPs

• Develop and maintain a comprehensive SOP library covering access, security, change management, incident response, and onboarding processes.
• Support audits (e.g., SOC 2, ISO and enforce governance protocols.

Qualifications & Skills

• 7–10+ years of experience in IT operations or infrastructure, with a minimum of 3 years in a leadership role overseeing Tier I and Tier II teams.
• Extensive expertise in networking, data security, telephony/UCaaS, and systems administration.
• Practical experience with AWS, Azure, Entra ID, Okta, Google SSO, Intune, Autopilot, SentinelOne, and Zscaler.
• Strong Linux administration skills and familiarity with LAMP/LEMP stack environments.
• Experience managing Google Workspace and engaging directly with enterprise clients.
• Proven track record in vendor and contract management with a focus on cost efficiency and quality.
• Demonstrated success in implementing AI-driven automation or operational tooling.
• Experience in the BPO industry is highly desirable.
• Relevant certifications are a plus: AWS Solutions Architect, Azure Administrator, CCNP, CISSP, ITIL.

Why Join Bold Business?

• AI-Powered Career Growth: Gain access to AI tools and training from day one to accelerate your professional development.
• Global Impact: Lead infrastructure that supports high-value clients around the globe.
• Flexible & Remote: Enjoy the flexibility of remote work while maintaining a healthy work-life balance.

About Bold Business
Bold Business is a US-based global business process outsourcing (BPO) firm with over 25 years of experience and $7B+ in client engagements. We help fast-growing companies scale through smart talent strategies, automation, and technology-driven solutions.

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