CO
CoreSiteIT Helpdesk Manager
Manager of IT Helpdesk overseeing Tier 1 helpdesk operations and driving customer satisfaction in digital infrastructure company.
About the role
- Manage and maintain Pinnacle’s Microsoft 365 services (Exchange Online, Teams, SharePoint/OneDrive) and Azure resources (Virtual Machines, Azure Virtual Desktop, storage accounts).
- Oversee Active Directory and Entra ID operations within delegated rights, ensuring identity integrity and RBAC compliance.
- Monitor system health and performance using Azure Monitor, Log Analytics, and M365 admin tools.
- Execute and automate routine tasks (e.g., license allocation, VM provisioning) via PowerShell and approved scripts.
- Respond to incidents promptly, perform root cause analysis, and implement corrective actions.
- Process approved changes following ITIL standards and CAB governance, escalating global-level changes to SHV Energy central teams.
- Enforce least-privilege access, manage Privileged Identity Management (PIM), and support Joiner-Mover-Leaver (JML) processes.
- Collaborate with managed SOC partners for alert triage and incident escalation, ensuring adherence to global security policies.
- Act as the local point of contact for infrastructure issues, working closely with global engineering/governance teams in the Netherlands.
- Maintain accurate documentation of configurations, runbooks, and change records for audit readiness.
- Identify opportunities for automation, cost optimization, and operational efficiency.
Requirements
- 5–7+ years in enterprise infrastructure operations with hands-on Azure and Microsoft 365.
- Microsoft 365 Administration: Exchange Online, SharePoint/OneDrive, Teams, and license allocation.
- Azure Cloud Services: Virtual Machines (IaaS), Azure Virtual Desktop (AVD), storage accounts, networking fundamentals.
- Active Directory & Entra ID: User/group management, RBAC, conditional access, and identity lifecycle.
- Security & Compliance: Knowledge of Privileged Access Management (PAM/PIM), JML processes, MFA, and SOC escalation procedures.
- Monitoring & Governance: Experience with Azure Monitor, Log Analytics, and policy-driven governance (naming/tagging standards, cost management).
- Backup & Recovery: Azure Backup and Site Recovery aligned with global DR standards.
- Networking Basics: Understanding of firewalls, VPNs, and hybrid connectivity (ExpressRoute/VPN Gateway).
- ITIL Framework: Incident, Change, and Problem Management processes.
Benefits
- Great Benefits : Including medical, vision, dental insurances, amongst others.
- Life Insurance : Financial protection for you and your family.
- Community Volunteering Day : A paid day off to give back to the community and make a difference.
- Paid Time Off : Generous PTO and company holidays to relax, recharge, and spend time with loved ones.
- Retirement Savings Plan : Employer contributions to help you save for the future.
Job title
Job type
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Degree requirement
Tech skills
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