Serve as the primary escalation point for the Service Desk to investigate and resolve complex technical issues • Own the maintenance, configuration, availability, and business continuity of core IT services • Act as Incident Manager or partner closely with Incident Management during service outages, and security incidents, ensuring clear and timely communication to the business • Identify recurring issues, define corrective actions, and implement long-term solutions • Provide advanced support for Google Workspace, including email delivery, permissions, security issues, and service integrations • Support escalated issues across Zscaler, macOS, networking, Google Workspace, and Okta • Troubleshoot and maintain integrations of IT SaaS such as; Okta, Google Workspace, Slack, Zscaler • Serve as Tier 3 support for macOS, hardware, and network-related issues • Design, write, and maintain custom scripts or applications to improve system efficiency and reduce manual effort • Create and maintain IT documentation and contribute to the Knowledge Base • Manage vendor relationships for IT services and tools • Investigate and remediate security-related issues across Gmail, Slack, and Okta • Mentor team members and promote IT best practices across the organization. For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $103,800-$122,100/year, with an expected On Target Earnings (OTE) between $115,300-$135,700/year (including bonus or commission).