Lead

Summary

Join Improvado, a fast-scaling B2B SaaS company, as their Enterprise IT Systems & Support Lead. This remote role requires consistent availability from 6:00 AM to 3:00 PM Pacific Time. You will lead service desk operations, administer core business tools, troubleshoot complex issues, and improve internal systems. Responsibilities include leading the service desk, providing L2/L3 support, administering key systems (Google Workspace, Notion, Atlassian Jira), collaborating on process improvements, maintaining documentation, partnering with InfoSec for compliance, and working with the automation team. The ideal candidate has 2–4 years of experience in IT systems administration, hands-on technical skills, experience managing a service desk, and admin-level experience with specified systems. Improvado offers a remote-first environment, 27 days of PTO, US holidays, direct ownership of systems, growth opportunities, and a collaborative team.

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

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

Preferred Qualifications

• 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

Benefits

• 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