Systems & Network Administrator / IT Support Manager
About The Position
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.
Requirements
- 3+ 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
Nice To Haves
- 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.)
Responsibilities
- Administer and maintain core platforms: Okta (identity & access management), Microsoft 365 (Exchange, Teams, SharePoint, Intune), NinjaOne (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 (NetSuite, Sitetracker, call center tools)
- 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
- Support and maintain office networks: Firewalls, switches, routing, and wireless
- Troubleshoot connectivity and performance issues
- Ensure reliability, redundancy, and uptime
- 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
- 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
- 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
