Team Leader, Solutions & Innovation Team

• Lead, mentor, and grow the Solutions & Innovation Team - IT escalation specialists, including setting priorities, goals, and individual development plans.
• Provide technological leadership across the global Support organization - Help Desk, Field Tech & Deployment, and Application HelpDesk, including setting standards and best practices.
• Maintain strong working knowledge of identity (Microsoft Entra ID), endpoint management (Intune, Kandji), and VDI (vSphere) platforms to guide the team and support the wider Support organization  (hands-on MDM administration is not a core part of this role).
• Drive AI adoption across the Support organization, leading your AI builders to identify, design, and integrate AI-powered tools and automations that speed up ticket resolution, improve response quality, and reduce manual work.
• Build and maintain automation frameworks using PowerShell, Microsoft Power Platform, Graph API, Azure Automation, and other modern technologies.
• Design and roll out new support processes and onboarding flows that improve consistency, speed, and the overall user experience.
• Own the highest tier of technical escalations, guiding your escalation specialists through complex identity, endpoint, VDI, and workplace technology issues.
• Partner with Security, Infrastructure, Cloud, and Architecture teams to ensure secure, scalable, and compliant solutions.
• Evaluate emerging technologies, conduct proof-of-concepts, and transform innovative ideas into enterprise-ready solutions for the Support organization.
• Develop monitoring, governance, and operational standards for global support platforms and services.
• Analyze business requirements and translate them into scalable technical solutions aligned with organizational objectives.
• Own your team's performance management and one-on-ones, and provide technical leadership across identity, endpoint, VDI, automation, and AI initiatives.
• Drive continuous improvement by identifying opportunities to simplify processes, reduce operational overhead, and enhance the end-user experience.

• 3+ years of experience in Enterprise IT, Global Support, Modern Workplace, or related technology roles.

• Prior experience leading, mentoring, or managing a team is a strong advantage.

• Working knowledge of Microsoft Entra ID (Azure AD) as an identity provider, including Conditional Access, SSO, and MFA.

• Working knowledge of endpoint management platforms - macOS via Kandji, Windows via Microsoft Intune. Hands-on MDM administration is not a core part of this role, but solid background knowledge is required.

• Familiarity with VDI environments, particularly VMware vSphere.

• Strong automation and scripting capabilities using PowerShell, Microsoft Graph API, Power Platform, Azure Automation, or similar technologies.

• Experience leading or implementing AI integrations, Copilot technologies, AI-driven automation, or enterprise productivity platforms.

• Experience designing and rolling out new support processes and onboarding flows.

• Strong focus on user experience, with the ability to translate technical work into a better experience for end users.

• Ability to lead complex technical projects from concept through implementation and operationalization.

• Strong troubleshooting and root-cause analysis skills across identity, endpoint, VDI, and workplace technologies.

• Experience working in large-scale global enterprise environments.

• Excellent communication, stakeholder management, and presentation skills.

• Strong people-management skills, with the ability to grow a small team.

• Self-driven, innovative mindset with a passion for emerging technologies and continuous improvement.

• Fluent English – written and verbal.