Serve as Tier 3 escalation owner for the site and AMER across identity (AD, hybrid Entra ID, GPO, Kerberos/LDAP, SSO, MFA), messaging (Exchange hybrid mail flow, mailbox, SMTP relay), compute (Windows, Linux, macOS, virtualization, storage, and hands-on datacenter and lab hardware), and endpoint (M365, Teams, Intune, Autopilot, imaging through migrations) driving root cause and permanent fixes rather than repeat break-fix. What you'll be doing: Own day-to-day site operations - incidents, requests, critical issues, and support coverage - with accountability for queue health, SLA attainment, backlog, and service quality, plus site asset and inventory management across lifecycle, refresh, procurement, and compliance.