A remote role at HighLevel.
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HighLevel is seeking a proactive and assertive Systems Support Lead to join our global IT team. This is a critical leadership role responsible for the global hardware asset management lifecycle, advanced End-User Computing (EUC) support, and providing technical guidance to the support team. You will be instrumental in driving process improvements, leading asset management audit efforts, and managing key third-party vendor relationships for asset logistics. This role requires an assertive leader who can take ownership and drive the team's success in a fast-paced, remote environment.
Team Leadership & Vendor Management
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Leadership: Lead the day-to-side operations of the Systems Support team, ensuring high-quality service delivery and SLA compliance.
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Mentorship: Coach, mentor, and provide advanced escalation support to Tier 1 and Tier 2 team members.
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Vendor Coordination: Serve as the primary point of contact and manage relationships with third-party vendors for asset dispatch, recovery, and other logistical operations.
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Process Improvement: Drive the development and implementation of technical procedures and workflows to enhance team efficiency and security.
Asset Management & Operations
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Inventory Control: Own the end-to-end hardware asset management lifecycle, including procurement, deployment, inventorization, and disposal.
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Audit Compliance: Lead and support internal and external asset management audit activities, ensuring compliance and accurate reporting.
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Deployment: Support the deployment of all hardware, including MacBooks, peripherals, and networking gear.
Advanced EUC & System Administration
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Escalation Management: Own and resolve advanced tickets focused on remote desktop environments and complex business application issues.
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Mac Estate: Troubleshoot and resolve OS-level issues within a heavy macOS environment.
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SaaS Administration: Support end users and manage configurations for core collaboration tools including Zoom and Slack.
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MDM & Deployment: Manage device enrollment and policy enforcement through Apple Business Manager (ABM) and MDM platforms (e.g., Addigy).
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System Administration: Possess strong system administration experience in either Windows or Google Workspace environments.
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Documentation: Maintain clear technical documentation, SOPs, and knowledge base articles for recurring issues.
Security Operations
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Endpoint Security: Support user end-point security initiatives, including expertise and familiarity with SWG, CASB, ZTNA (e.g., ZScaler/Netskope), and NGAV.
7+ years of IT support experience, with 2+ years in a team lead or supervisory role, in a fast-paced global corporate environment.
Leadership: Proven ability to lead a technical support team and demonstrate a proactive, assertive leadership style.
Hardware Asset Management: Very good experience owning and managing the entire hardware asset lifecycle (procurement, inventory, disposal, audit).
Vendor Management: Experience working with third-party vendors for dispatch and pick-up of IT assets.
macOS & Windows/GWS: Extensive hands-on experience supporting and troubleshooting macOS hardware/software, and system administration experience in either a Google Workspace or Windows environment.
Collaboration Tools: Proven ability to support Enterprise Zoom and Slack environments.
Networking Fundamentals: Solid understanding of TCP/IP, DNS, DHCP, VLANs, and switching.
Security Tools: Familiarity with user endpoint security agents like SWG, CASB, ZTNA, and NGAV.
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Certifications: CompTIA Network+, CCNA, or equivalent networking credentials.
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Audit Exposure: Experience with ITGC or SOX compliance related to asset management or access control.…
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