Own complex email infrastructure and operational initiatives, including IP pool strategy, capacity planning, customer onboarding, technical escalations, deliverability, compliance, and process improvement. Analyze operational metrics, identify root causes, develop scalable workflows and playbooks, influence tooling and product roadmaps, and partner cross-functionally across Product, Engineering, Sales, Success, and Email Deliverability. Mentor junior team members and drive automation, reliability, and operational excellence.

Lead the escalation and operational management of core IT services, resolving complex Service Desk issues and serving as a Tier 3 resource for macOS, networking, hardware, Google Workspace, Okta, Zscaler, Slack, and related SaaS tools. Responsibilities include incident response, root-cause analysis, security remediation, automation through scripting, documentation, vendor management, business continuity, and mentoring IT team members.

Provide in-person and remote IT support including Mac endpoint and mobile device administration, account provisioning via Okta/Google Workspace, JAMF/Google MDM management, AV and conference room support, basic wired/wireless network troubleshooting, IT asset procurement and inventory, and create knowledge-base documentation to support employee onboarding and day-to-day technical needs.