Lead IT Operations Specialist

Lead - IT Operations

Company Description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

Job Description

Key Responsibilities

Platform Ownership & Security

• Own the end-to-end administration, health, and optimization of the Google Workspace enterprise environment.

• Create, configure, and maintain advanced security and compliance policies, including Data Loss Prevention (DLP) and complex content compliance rules.

• Manage enterprise endpoint security, including Mobile Device Management (MDM) and Mobile Application Management (MAM) for company-owned and BYOD devices.

• Oversee Chrome Enterprise capabilities, including Chrome Browser Cloud Management, extension deployment, and browser profile security.

• Manage enterprise email security protocols (SPF, DKIM, DMARC, and MX records) to ensure deliverability and prevent spoofing.

Escalation & Leadership

• Act as the final L3 technical escalation point for high-priority or complex collaboration tool issues.

• Guide, mentor, and support L1/L2 IT Helpdesk teams to foster a culture of continuous learning.

• Maintain comprehensive, up-to-date SOPs, runbooks, and knowledge base articles.

Automation, AI & Ecosystem

• Identify operational bottlenecks and drive process improvements by writing and deploying Google Apps Script to automate manual tasks.

• Leverage AI tools (Google AI Studio, Vertex AI) and create custom Google Gems to enhance IT operations and user productivity.

• Administer and maintain our secondary collaboration platforms: Slack and Zoom.

• Manage Google Cloud Platform (GCP) elements related to the workspace, specifically configuring Service Accounts and utilizing BigQuery for log analysis.

Required Skills & Experience

• Experience: 6–10 years in IT Operations, with a minimum of 5 years dedicated, hands-on Google Workspace enterprise administration.

• Certification (Good to-Have): Active Google Workspace Administrator Certification.

• Automation (Must-Have): Proven hands-on experience using Google Apps Script to automate workflows, streamline user lifecycles, and perform administrative cleanups.

• Security & Endpoints: Experience managing DLP rules, MAM/MDM device policies, and Chrome Browser Cloud Management.

• Troubleshooting: Proven track record of handling L3 escalations, monitoring system logs, and leading incident management in a fast-paced enterprise environment.

• Identity & Cloud: Strong grasp of SSO/SAML integrations, access controls, and basic Azure concepts (Azure AD / Entra ID).

• GCP Fundamentals: Practical experience creating Service Accounts in GCP and querying/analyzing logs (BigQuery preferred).

• SaaS Administration: Hands-on experience administering Slack and Zoom at an enterprise level.

• Communication: Excellent documentation skills and the ability to clearly explain complex technical concepts to non-technical stakeholders.

Qualifications

• Proficiency in Python, Go lang or using GAM (Google Workspace Manager) / GAMADV-XTD3 for advanced bulk operations.

• Previous experience executing tenant migrations or domain consolidations during Mergers & Acquisitions.

• Hands-on experience building out specific workflows or agents using modern AI integration tools.

 

Key Competencies

• Extreme Ownership: You take accountability for the platform's uptime, security, and efficiency.

• Servant Leadership: You enjoy elevating the skills of the L1/L2 teams around you.

• Problem-Solving Mindset: You rely on logs and data to find root causes and permanently automate the solution.

• Cross-Functional Collaboration: Ability to work seamlessly with HR, Security, and Engineering teams.

Additional Information

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.

Experience Level

Senior Level