Systems & Network Administrator​/IT Support Manager

Position: Systems & Network Administrator / IT Support Manager
Overview The Systems & Network Administrator / IT Support Manager will play a critical role in supporting Surf Internet's IT infrastructure while providing leadership and oversight to the IT Support team. This role balances hands-on technical ownership of core enterprise systems (Okta, Intune, Microsoft 365, endpoint management, and secure access) with day-to-day management of IT Support Specialists, ensuring issues are resolved efficiently, standards are followed, and work is executed through a structured sprint-based approach.

This is a hands-on leadership role, requiring both deep technical capability and the ability to manage, prioritize, and drive execution across the IT Support function. Role Focus
* Approximately 50% hands-on systems administration across core platforms (Okta, Intune, Microsoft 365, ZTNA, endpoint management)
* Approximately 50% leadership and operational oversight of IT Support Specialists, including escalation handling, coaching, ticket quality, and sprint execution

Reports To:

Director of IT Department: IT & Data Analytics Job Status:
Exempt Responsibilities:
Enterprise Systems & Platform Ownership
* Administer and maintain core platforms:
Okta (identity & access management)
* Microsoft 365 (Exchange, Teams, SharePoint, Intune)
* Ninja One (endpoint management and patching)
* Cloudflare ZTNA (secure remote access)
* Ensure systems are secure, compliant, and operationally stable
* Own and improve endpoint management strategy and execution
* Support and improve integrations across enterprise systems (Net Suite, Sitetracker, call center tools) Zero Trust & Security
* Administer and support Cloudflare ZTNA for secure access to company resources
* Support identity and access policy enforcement (MFA, conditional access, device trust)
* Assist with log forwarding, monitoring, and SIEM integration
* Identify risks and proactively improve security posture Network Administration (Corporate Offices)
* Support and maintain office networks:
Firewalls, switches, routing, and wireless
* Troubleshoot connectivity and performance issues
* Ensure reliability, redundancy, and uptime Support Leadership & Service Management
* 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
* Adherence to IT standards
* Identify recurring issues and drive permanent fixes and process improvements
* Define and enforce support expectations, escalation paths, and resolution standards IT Support Team Oversight & Sprint Execution
* 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 Support & Collaboration
* 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 Process & Documentation *

Develop and maintain:
Runbooks for common issues
* Onboarding and configuration documentation
* Standard operating procedures
* Establish repeatable processes to improve efficiency and consistency
* Ensure "if it's not documented, it's not complete" execution discipline