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

Qualifications:

Required3+ 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

Certifications (Microsoft 365 Admin, Okta, Network+, etc.)
#J-18808-Ljbffr