Enterprise IT Systems & Support Lead

Improvado is a fast-scaling B2B SaaS company helping marketing and revenue teams centralize and visualize complex data. Our internal tech stack is no less ambitious — we’re building an automation-first, AI-augmented IT foundation to support a global remote team.

We’re hiring an Enterprise IT Systems & Support Lead to own service desk operations and drive internal systems excellence. This is a remote role, but with one non-negotiable requirement: you must be consistently available from 6:00 AM to 3:00 PM Pacific Time.

Your Mission

You’ll be responsible for both leading support operations and administering core business tools — while continuously improving how our systems run. You’ll troubleshoot complex issues, lead ticket flow design, standardize internal processes, and partner with automation engineers and InfoSec to evolve how IT supports the business.

Responsibilities

• Lead our internal service desk – prioritize, track, and resolve tickets with speed and clarity
• Provide hands-on L2/L3 support across endpoints (macOS/Windows), SaaS tools, SSO, and identity management
• Own the administration and configuration of key systems, especially:
• Google Workspace (user lifecycle, groups, device policies, SSO, etc.)
• Notion (workspace structure, permissions, integrations)
• Atlassian Jira (user/role config, workflows, automation rules)
• Collaborate on process improvements around onboarding/offboarding, device provisioning, and access reviews
• Maintain clear internal documentation, SOPs, and system change logs
• Partner with InfoSec to support compliance (SOC 2, HIPAA), identity and access management
• Work with our automation team to explore how internal IT can scale through AI and agent-based support tooling

Requirements

• 2–4 years of experience in IT systems administration or internal IT operations
• Hands-on technical skills: user provisioning, permission troubleshooting, device setup, app configuration
• Prior experience managing or improving a service/help desk function with defined SLAs
• Admin-level experience with Google Workspace, Notion, and/or Atlassian Jira
• Familiarity with identity/SAML/SSO concepts (even if it isn’t used, the concepts matter)
• Clear communicator who can simplify complex systems into repeatable documentation
• Must be fully available 6:00 AM – 3:00 PM Pacific Time

Nice to have

• Exposure to tools like Make (Integromat), Zapier, or scripting for internal automation
• Curiosity about agentic AI, LLMs, and next-gen support workflows
• Experience in a remote-first SaaS company
• Collaboration experience with InfoSec, Legal, HR, or Compliance

What We Offer

• Remote-first environment
• 27 days of PTO per year
• US holidays and additional days off
• Direct ownership of internal systems and support evolution
• Learn and grow across systems, automation, and InfoSec
• Low-ego, high-performance team
• Work with a global team solving real ops challenges at scale

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