Key Responsibilities (Outcome-Led) IT Service Delivery & Process Excellence - Run ITIL-aligned service delivery (incident, request, problem, change) with clear SLAs and rigorous post-incident reviews (PIRs). Oversee L1-L2.5 support teams to ensure efficient ticket triage, prioritization, and resolution within SLA targets. Identity & Access Lifecycle Management - Lead end-to-end identity lifecycle automation for employees and applications using Okta (SSO/MFA/SCIM). Enforce strong authentication, least-privilege access, and timely joiner-mover-leaver (JML) processes. Endpoint Management & Productivity - Maintain endpoint posture and user productivity for a Mac-first fleet via Jamf Pro. Implement baselines, patching, compliance monitoring, and software deployment. Collaboration Platform Operations - Operate and maintain collaboration tools (e.g., Google Workspace, Lark) and ensure tenancy hygiene, data lifecycle, and retention policies are executed as designed. Office IT & Network Foundat...