Systems & Network Administrator / IT Support Manager

Job DetailsJob Location: Elkhart Corporate - Elkhart, IN 46516Education Level: Not SpecifiedSalary Range: $85,000.00 - $90,000.00 Salary/yearTravel Percentage: NegligibleOverview The Systems & Network Administrator / IT Support Manager will play a critical role in supporting Surf Internet’s IT infrastructure while providing leadership and oversight to the IT Support team. This role balances hands-on technical ownership of core enterprise systems (Okta, Intune, Microsoft 365, endpoint management, and secure access) with day-to-day management of IT Support Specialists, ensuring issues are resolved efficiently, standards are followed, and work is executed through a structured sprint-based approach. This is a hands-on leadership role, requiring both deep technical capability and the ability to manage, prioritize, and drive execution across the IT Support function. Role Focus Approximately 50% hands-on systems administration across core platforms (Okta, Intune, Microsoft 365, ZTNA, endpoint management) Approximately 50% leadership and operational oversight of IT Support Specialists, including escalation handling, coaching, ticket quality, and sprint execution   Reports To:               Director of IT               Department:               IT & Data Analytics     Job Status:                Exempt           Responsibilities: Enterprise Systems & Platform Ownership Administer and maintain core platforms: Okta (identity & access management) Microsoft 365 (Exchange, Teams, SharePoint, Intune) NinjaOne (endpoint management and patching) Cloudflare ZTNA (secure remote access) Ensure systems are secure, compliant, and operationally stable Own and improve endpoint management strategy and execution Support and improve integrations across enterprise systems (NetSuite, Sitetracker, call center tools) Zero Trust & Security Administer and support Cloudflare ZTNA for secure access to company resources Support identity and access policy enforcement (MFA, conditional access, device trust) Assist with log forwarding, monitoring, and SIEM integration Identify risks and proactively improve security posture Network Administration (Corporate Offices) Support and maintain office networks: Firewalls, switches, routing, and wireless Troubleshoot connectivity and performance issues Ensure reliability, redundancy, and uptime Support Leadership & Service Management Serve as the primary escalation point (Level 2) for IT Support Specialists Provide technical guidance, coaching, and direction to improve troubleshooting and resolution quality Review and validate ticket resolutions to ensure: Proper root cause identification Complete documentation Adherence to IT standards Identify recurring issues and drive permanent fixes and process improvements Define and enforce support expectations, escalation paths, and resolution standards IT Support Team Oversight & Sprint Execution Provide day-to-day oversight of IT Support Specialists Partner with IT leadership to define and manage bi-weekly sprint objectives Assign and track work from the IT sprint board, ensuring clarity and alignment Hold team members accountable for delivery, timelines, and quality of work Remove blockers and ensure the team stays focused on priorities Run or support regular sprint check-ins (standups, reviews) Ensure all work is properly tracked, updated, and documented Support & Collaboration Serve as an escalation point for complex IT issues across the organization Provide Tier 2/3 support when required Partner with internal teams on cross-functional IT initiatives Maintain clear, accurate documentation for systems and processes Process & Documentation Develop and maintain: Runbooks for common issues Onboarding and configuration documentation Standard operating procedures Establish repeatable processes to improve efficiency and consistency Ensure “if it’s not documented, it’s not complete” execution discipline QualificationsQualifications: Required 3+ years of systems and/or network administration experience Strong experience with Microsoft 365 (Exchange, Teams, SharePoint, Intune) Experience with identity management platforms (Okta preferred) Experience with endpoint management and patching tools Network troubleshooting and administration experience (firewalls, switches, Wi-Fi, VPN) Strong troubleshooting and problem-solving skills Ability to balance technical work with team leadership responsibilities Preferred Experience managing or leading support teams Experience working in a ticketing or sprint-based environment Experience with SIEM or security monitoring tools Familiarity with ERP or OSS/BSS platforms Certifications (Microsoft 365 Admin, Okta, Network+, etc.)