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Ad title:
Enterprise IT Systems & Support Lead
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Improvado
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Published: 07 July
/ Deadline: 07 August
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About Improvado:
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.
Remote (Full-Time) | Must be available 6:00 AM - 3:00 PM Pacific Time
Key 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
Must-Have Qualifications:
** 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:
** 100% remote work, async culture
** 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
Interested candidates please send your CV to: recruiting@improvado.io.
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