• Provide advanced technical support to end-users, serving as an escalation point for hardware, software, and technology issues that require in-depth troubleshooting and analysis. • Take ownership of technical challenges, providing guidance to junior team members and collaborating with other IT teams to address and resolve intricate problems. • Administer and maintain IT infrastructure, including user account management, access control, and other critical systems. • Identify opportunities to enhance IT support processes and actively implement improvements to increase efficiency and effectiveness. • Create and maintain comprehensive documentation for IT infrastructure and processes, ensuring knowledge is shared across the team. • Provide training and guidance to end-users and junior team members on best practices and the use of various hardware and software applications. • Facilitate the IT onboarding process for new hires by configuring their computers and applications, and serving as their primary point of contact for any initial technical questions. • Manage IT assets and inventory, from procurement and deployment to tracking and disposal of hardware and software. • Lead and coordinate small to medium IT projects, leveraging project management methodologies and tools. • Support and maintain both macOS and Windows environments, staying updated on new technologies and industry trends. • Effectively communicate technical solutions to both technical and non-technical stakeholders, actively listening to others and ensuring you are understood.

• Lead, mentor, and develop a team of engineers and administrators responsible for enterprise productivity and collaboration platforms. • Oversee and help coordinate 24x7x365 operational support coverage, including on-call rotations, escalation management, and incident response processes. • Act as a senior technical escalation point for complex incidents, outages, integrations, and platform-related issues. • Evaluate emerging technologies, AI capabilities, automation opportunities, and collaboration tooling enhancements. • Serve as a thought leader for modern workplace technologies and employee productivity solutions. • Manage day-to-day operations, administration, governance, and lifecycle management of Microsoft 365 / Office 365, SharePoint Online, Microsoft Teams, Power Platform (Power Apps, Power Automate, Copilot Studio), Voice/Telephony Services, Slack, Five9, Google Workspace, and enterprise application integrations. • Drive operational excellence through ITSM and ITIL-aligned processes including Incident, Problem, Change, Request, Knowledge, and Major Incident Management. • Manage operational backlogs, enhancement requests, platform projects, and service improvement initiatives using Jira. • Own operational service health, uptime, support models, SLAs, and continuous service improvement initiatives. • Develop and manage team on-call schedules and participate in after-hours support and escalation activities as needed. • Establish operational standards, monitoring, alerting, documentation, and support procedures. • Partner with Security, Infrastructure, Networking, IAM, Compliance, Legal, and business stakeholders to ensure secure and compliant platform operations. • Drive platform governance, licensing optimization, automation, and adoption strategies. • Lead vendor relationships, escalations, and strategic roadmap discussions. • Oversee platform integrations, API connectivity, authentication models, and enterprise application interoperability. • Support organizational initiatives involving migrations, consolidations, acquisitions, and platform modernization efforts. • Develop operational metrics, KPIs, dashboards, and executive-level reporting. • Manage incident response coordination and participate in major incident management activities. • Ensure documentation, knowledge management, and operational runbooks are maintained and continuously improved. • Assist with budgeting, forecasting, licensing, and capacity planning activities.

• Define and maintain the information security strategy, standards, and roadmap, aligned to applicable regulations, rules, and security best practices. • Steer security architecture across a cloud-native environment, defining secure-by-design patterns for microservices, APIs, and shared platform services. • Establish and govern secure software development lifecycle (secure SDLC) practices, embedding automated security controls into CI/CD pipelines. • Define and drive adoption of cloud security guardrails - identity, network segmentation, encryption, secrets management, and configuration baselines. • Build and run security monitoring, logging, and threat detection across cloud, infrastructure, and application layers. • Lead the security incident response lifecycle - preparation, detection, containment, eradication, recovery, and post-incident review - and act as incident commander for security events. • Own vulnerability and threat management: scanning, risk-based prioritization, remediation tracking, and reporting across infrastructure, containers, and application code. • Plan and coordinate penetration testing and offensive-security exercises (in-house or co-sourced) and drive findings to closure. • Govern identity and access management, privileged access, and least-privilege principles across cloud and corporate systems. • Define and oversee data protection controls - encryption, key management, data classification, and loss prevention - for sensitive and cardholder data. • Secure corporate IT and office infrastructure, including endpoints, networks, and productivity and collaboration platforms. • Partner with Engineering and DevOps teams to make the secure path the easy path, providing tooling, standards, threat modelling, and design reviews. • Provide security input into architecture and change decisions, including the adoption of new technologies and third-party services. • Run security awareness and phishing-resilience programs for technical and non-technical staff. • Implement and evidence the technical security controls underpinning PCI DSS, ISO 27001, and SOC audits. • Monitor the evolving threat landscape and emerging security technologies. • Act as a key member of the internal security center of excellence and contribute to cross-functional security working groups. • Build, lead, and mentor a small security team. • Report security posture, key risks, and metrics.

• Providing exceptional customer service and support to employees regarding hardware, software, and network issues. • Diagnosing and resolving technical problems via phone, email, and in-person interactions. • Assisting with the setup, configuration, and maintenance of computer systems and peripherals. • Documenting and tracking support requests in our ticketing system to ensure timely resolution and follow-up. • Collaborating with IT team members to identify and implement improvements in processes and systems. • Conducting training sessions for employees on new software and technology tools. • Staying updated on the latest technology trends and best practices to enhance service delivery. • Participating in IT projects and initiatives as needed.