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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in IT operations, including infrastructure management, user administration, and endpoint security. Proven ability to lead technical support teams, optimize service delivery, and enhance operational efficiency across global environments.
Highest-signal resume keywords
IT Operations ExperienceOkta Identity ManagementCrowdStrike Endpoint SecurityGoogle Workspace ManagementService Desk Ticketing Systems
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Infrastructure ManagementUser AdministrationBreak-Fix SupportDevice ManagementOperational Process ImprovementSecurity AwarenessCompliance Best PracticesTechnical TroubleshootingDocumentation StandardsEscalation Path Management
Soft Skills
Strong Communication SkillsMentoringCollaborationLeadershipProblem-Solving
Tools & Technologies
CrowdStrikeOktaGoogle WorkspaceIRUKandji
Industry Keywords
IT InfrastructureUser ServicesEndpoint SecurityOperational RisksService Delivery Optimization
About the role
Key responsibilities & impact- Serve as the primary technical and operational point of contact for IT infrastructure, support, and user services
- Manage employee onboarding and offboarding workflows, including device provisioning, access management, account deprovisioning, and offboarding security protocols
- Own the IT service desk ticketing system and support queue, ensuring timely resolution, documentation, and SLA-compliant escalation paths
- Lead hands-on Tier 2 technical support and troubleshooting for end-user devices, platforms, and infrastructure issues
- Provide support across H1's global footprint with regular presence at the NYC headquarters one day per week
- Develop, document, and improve IT operational processes and runbooks across teams and geographies
- Mentor the IT Operations team and establish knowledge-sharing practices, documentation standards, and escalation paths
- Oversee endpoint security and device management using CrowdStrike and IRU/Kandji
- Monitor and maintain Okta identity and access management systems
- Identify operational risks and bottlenecks and optimize service delivery
- Lead and de-escalate critical IT situations with Security, Engineering, and Leadership stakeholders
- Provide leadership with feedback on tooling, infrastructure, and security gaps
- Collaborate with Security, Engineering, and Business teams
- Drive improvements in support quality, response times, user satisfaction, and operational efficiency
Requirements
What you’ll need- 5+ years of IT operations experience, including break-fix support, infrastructure management, and user administration
- Hands-on experience with Okta or similar identity and access management platforms
- Experience managing Google Workspace environments at scale
- Proficiency with CrowdStrike Falcon or similar endpoint detection and response tools
- Experience with device management platforms such as IRU, Kandji, or equivalent
- Demonstrated security awareness and understanding of IT security fundamentals and compliance best practices
- Experience managing service desk ticketing systems and support workflows
- Proven ability to mentor technical team members and lead operational improvements
- Strong communication skills and ability to work effectively with distributed global teams
Benefits
Comp & perks- Full suite of health insurance options
- Generous paid time off
- Pre-planned company-wide wellness holidays
- Retirement options
- Health and charitable donation stipends
- Impactful Business Resource Groups
- Stock options
- Opportunity to work with leading biotech and life sciences companies in an innovative industry