Systems Support Lead, Remote Asset Management

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HighLevel

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

☁️ SaaS

🤝 B2B

💰 Series A on 2021-11

SaaS • Marketing • B2B

HighLevel is an all-in-one marketing and sales platform designed to help businesses grow and succeed. The platform consolidates various marketing tools into a single solution, providing features such as lead capture through landing pages, surveys, forms, and calendars, as well as tools for nurturing leads via automated messaging across multiple channels including phone, SMS, email, and social media. HighLevel offers customizable solutions like online appointment scheduling, multi-channel follow-up campaigns, and pipeline management. Additionally, businesses can build websites, funnels, and landing pages using the intuitive page builder. HighLevel supports integrating with existing systems via API, and offers a membership platform for community building and course management. The platform is targeted towards marketers and offers white-labeling options for businesses to brand the software as their own. With a community-driven development approach and award-winning support, HighLevel is focused on empowering businesses to streamline their operations and enhance their marketing efficiencies.

📋 Description

• Lead the day-to-side operations of the Systems Support team, ensuring high-quality service delivery and SLA compliance. • Coach, mentor, and provide advanced escalation support to Tier 1 and Tier 2 team members. • Serve as the primary point of contact and manage relationships with third-party vendors for asset dispatch, recovery, and other logistical operations. • Drive the development and implementation of technical procedures and workflows to enhance team efficiency and security. • Own the end-to-end hardware asset management lifecycle, including procurement, deployment, inventorization, and disposal. • Lead and support internal and external asset management audit activities, ensuring compliance and accurate reporting. • Support the deployment of all hardware, including MacBooks, peripherals, and networking gear. • Own and resolve advanced tickets focused on remote desktop environments and complex business application issues. • Troubleshoot and resolve OS-level issues within a heavy macOS environment. • Support end users and manage configurations for core collaboration tools including Zoom and Slack. • Manage device enrollment and policy enforcement through Apple Business Manager (ABM) and MDM platforms (e.g., Addigy). • Possess strong system administration experience in either Windows or Google Workspace environments. • Maintain clear technical documentation, SOPs, and knowledge base articles for recurring issues. • Support user end-point security initiatives, including expertise and familiarity with SWG, CASB, ZTNA (e.g., ZScaler/Netskope), and NGAV.

🎯 Requirements

• 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. • MDM Proficiency: Direct experience with Apple Business Manager and MDM platforms (Addigy strongly preferred). • 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.

🏖️ Benefits

• Professional development opportunities • Remote work options