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)
• 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)

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:

Required

• 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

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.)