Build your career in the fast-paced tech world. Convoso is a leading innovator of contact center software in a continually evolving industry. We are looking for motivated team players ready to jump in as we work together to drive our company’s accelerated growth. (Just a heads up - we were selected as one of the best places in LA to work in 2021!)

The primary role of the IT Lead Administrator is to oversee and maintain all aspects of Convoso’s computer infrastructure. This includes maintaining networks, servers, and security programs and systems. The IT Lead Administrator will be responsible for the upgrade and installation of new hardware and software, perform troubleshooting to address any problems with computer systems, and assess viruses and potential threats to a company’s network. The IT Lead Administrator will also monitor the use of email, create and change passwords, make suggestions for improvements to computer systems, backup data and perform data recovery as needed. Finally, the IT Lead Administrator will build out and manage a helpdesk team at our various global headquarters.

What You Will Do

• Hire and manage an L1/L2 helpdesk team
• Manage hardware and software deployment for new hire onboarding
• Manage company printers and other office peripherals
• On-premise/remote troubleshooting of company hardware (laptops/printers/tablets/cellphones)
• Remote troubleshooting of employee home network/connectivity issues
• Administration of GSuite and other SaaS tools as necessary (ZenDesk, Jira, Salesforce, LastPass, etc)
• Manage VPN Access via AppGate
• Implement and administer IT policy and procedure-related network hardware and software acquisition, use, support, security, and backup
• Performs basic IT Security Audits on a regular basis
• Documents process for scalability and configuration of remote users
• Document processes for IT best practices
• Document process for administration of all third-party software tools
• Assist in the physical installation of equipment at the datacenter
• Researches and evaluates new technologies and assists with negotiating contracts with and activities of hardware, software, telecommunications, support, and training vendors.
• Assist in developing and implementing disaster recovery procedures.
• Provides basic project management for various IT projects as needed.
• Perform onboarding and offboarding of employees as directed by HR.
• Maintain IT Vendor relationships
• Track and confirm vendor billing for IT spending (licensing, physical inventory, etc.)
• Perform inventory management (hardware and software)
• Continuously improve performance of IT vendors.
• Facilities and Operational Logistics duties as required.
• Performs other related duties as assigned by management.

Who You Are:

• Network troubleshooting; LAN support; hardware/software.
• MDM administration (Jamf)
• Experience with: GSuite, Jira, ZenDesk, Salesforce, LastPass Enterprise, Jamf
• Experience troubleshooting MacBooks, Windows 10,  iPhones, and Android devices
• Excellent written and oral communication skills.
• Basic IT Security principles, procedures, and best practices
• Strong organizational, problem-solving, and analytical skills.

Your Skills:

• Prior management experience overseeing a distributed helpdesk team.
• Ability to manage priorities and workflow.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Acute attention to detail.
• Creative, flexible, and innovative team player.
• Ability to analyze complex data and develop innovative recommendations and solutions
• Excellent planning, organizing, and project management skills
• Excellent technical troubleshooting skills
• Ability to work within a set budget and find cost-effective solutions to complex problems
• Ability to implement effective change management strategies

Work perks worth the hype:

• Competitive compensation package
• Stock options
• 100% covered premiums for employees for Medical, Dental, Basic life insurance, Long term disability
• Affordable Vision plan and optional FSA
• No cost Employee Assistance Program and Travel Assistance
• PTO, Paid Sick Time, Holidays, Bereavement time 
• 401k program with generous company match
• Monthly Gym membership reimbursement
• Monthly credits toward food & beverage
• Leadership Development Program
• Company Outings
• On and offsite team building events
• Paid training for departments
• Your birthday off
• Apple laptop
• And a team of highly experienced and kind colleagues!

HQ Office:

• Casual office environment & dress
• Daily catered lunches
• Fully stocked kitchen (Dietary restriction-friendly)
• Happy Hours
• Monthly Massages
• On-site Car Wash 
• Free Parking