Systems Administrator

Lead application support, service desk and end-user service activities, including workload prioritization, escalations and service-quality oversight.

Establish service standards, escalation paths, ticket priorities, service-level expectations and consistent customer communication practices.

Act as the senior escalation point for major incidents, complex application problems, service interruptions and high-priority business issues.

Coordinate technical and vendor resources during outages and ensure stakeholders receive timely, clear and accurate updates.

Maintain knowledge articles, support procedures, troubleshooting guides and self-service resources.

Act as a liaison between IT and business teams to understand operational needs and translate them into practical application and technology solutions.

Review business and support processes, identify inefficiencies and develop plans that improve productivity, service quality and cost-effectiveness.

Facilitate requirements gathering, process mapping, solution evaluation, user acceptance testing and implementation planning.

Develop training initiatives, user documentation and change-support materials that help employees adopt new systems and processes successfully.

Identify recurring manual work and implement automation using PowerShell, Power Automate, Microsoft Copilot, n8n workflow tools and other appropriate technologies.

Lead, coach and develop internal, remote and external technical-support resources.

Assign work, establish priorities and balance operational support with projects, maintenance, security work and business deadlines.

Set clear expectations for ownership, documentation, communication, customer service and follow-through.

Support team onboarding, knowledge transfer, performance development and succession planning.

Build a collaborative, service-oriented culture focused on accountability, continuous improvement and customer experience.

Lead cross-functional technology projects from discovery and planning through configuration, testing, communication, training, cutover and stabilization.

Manage application implementations, upgrades, tenant and domain transitions, identity changes, endpoint migrations, virtual-desktop transitions and collaboration-platform changes.

Coordinate technology work associated with acquisitions, divestitures, company transitions, organizational restructuring and environment consolidation.

Develop implementation, contingency and rollback plans that protect business continuity and minimize disruption to employees and customers.

Track decisions, issues, risks, budgets and progress, and provide concise reporting to stakeholders and leadership.

Provide operational knowledge for Microsoft 365, Exchange Online, Teams, OneDrive, SharePoint, Intune, Azure and related services.

Support Active Directory, Microsoft Entra ID, multifactor authentication, single sign-on, role-based access and identity lifecycle management.

Coordinate user onboarding, transfers, terminations, licensing, access provisioning and periodic access reviews.

Work with infrastructure and security teams on endpoints, remote access, vendor VPN connections, server dependencies, software deployment, patching and upgrade readiness.

Establish relationships with vendors providing software for our order Pick/Return lines, application support, consulting, telecommunications, mobility and managed services.

Assist in evaluating proposals, licensing options, statements of work, renewals and service agreements.

Support business and technology teams with budgeting, forecasting, procurement requirements, invoice validation, contract renewals and technology lifecycle planning.

Assist with the delivery and support of business voice, mobile and softphone services, Microsoft Teams calling, carrier services and associated support processes.

Identify opportunities to improve service levels, simplify vendor relationships and reduce operating costs.

Work with cybersecurity teams to support security policies, access governance, risk assessments, audits, vulnerability remediation and incident response.

Coordinate multifactor authentication, secure remote access, privileged access, patch compliance and account-security improvements.

Support investigations involving compromised accounts, suspicious activity, inappropriate access or application-security concerns.

Ensure administrative access, vendor connectivity and application permissions are documented, approved and periodically reviewed.

Coordinate and oversee application backup and recovery requirements, disaster-recovery planning and business-continuity testing with system owners and technical teams.

Develop and present operational metrics, project progress reports, service summaries, risk updates, licensing reports and vendor-performance information.

Maintain accurate documentation for applications, configurations, dependencies, procedures, support models, decisions and business ownership.

Apply ITIL practices across incident, request, problem, change, knowledge and asset-management processes.

Use data to identify service gaps, recurring problems, cost-saving opportunities, capacity concerns and improvement priorities.

Provide leadership with clear recommendations, options and impacts to support timely decision-making.

Postsecondary diploma or degree in information technology, computer systems, network engineering, cybersecurity, business systems or a related discipline, or equivalent practical experience.

Approximately five to eight years of progressive experience in enterprise IT, application support, systems analysis, service delivery or business technology.

Demonstrated experience leading technical employees, application-support teams, vendors, projects or cross-functional initiatives.

Strong understanding of IT infrastructure, application architecture, system integration and software-development methodologies.

Experience managing enterprise applications and Microsoft-based technology environments.

Experience with ERP, finance, HR, supply-chain, distribution or other operational business systems.

Experience supporting operational, logistics, distribution, manufacturing, retail, transportation or other multi-location business environments is considered a strong asset.

Demonstrated project-management skills for application upgrades, implementations, migrations and organizational change.

Experience with vendor and service-provider management.

Strong written, verbal, leadership, customer-service and problem-solving skills.

Ability to work independently with limited supervision while collaborating effectively across technical and business teams.

Ability to manage competing priorities and maintain effective service delivery in a geographically distributed, operational business environment.

ITIL Foundation or equivalent service-management experience is preferred. ServiceNow, Microsoft, SQL, security or project-management training is considered an asset.

Business and operational awareness

Customer and service orientation

Application ownership and lifecycle management

People leadership and team development

Incident leadership and problem resolution

Project and change management

Vendor and financial management

Clear written and verbal communication

Risk awareness and sound judgment

Accountability and follow-through

Continuous improvement and automation

Ability to work effectively across distributed teams and locations