Own the service desk queue, triage, and ticket quality while setting and maintaining support standards and SLAs.
Act as the primary technical escalation point for tickets exceeding first-line capability, ensuring consistent, high-quality end-user support across the team.
Administer and maintain core platforms, including Google Workspace, GCP, JumpCloud, Slack, and similar SaaS tooling.
Lead system improvements, upgrades, and infrastructure projects to ensure a robust environment.
Identify and drive automation and process efficiencies to streamline internal workflows.
Own documentation, runbooks, and system health monitoring while leading incident response and root cause analysis.
Embody the Qodea leadership ethos through supportive management of the support desk and by actively championing a culture of innovation and accountability.
Establish and maintain the systems that protect the organization from threats and downtime, aligned with global standards.

Demonstrated hands-on systems administration experience within cloud and SaaS-based environments.
Strong understanding of key compliance and security frameworks relevant to IT administration, including GDPR, ISO 27001, and Cyber Essentials Plus.
Fluent English, both written and verbal, with the ability to provide clear technical guidance.
Excellent analytical skills with a proven track record of resolving complex technical issues.
Experience operating as a senior individual contributor with the ability to mentor and oversee the work of junior team members.
Essential Google certification (or the ability to obtain it promptly).

IT Systems Coordinator – Internal SysAdmin

Key skills