Systems Support Lead

About Us

HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 1 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users  with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames.

Our People

With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.

Our Impact

As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 1 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.

Learn more about us on our YouTube Channel or Blog Posts

About the Role

HighLevel is seeking a proactive and assertive Systems Support Lead to join our global IT team. This is a critical leadership role responsible for the global hardware asset management lifecycle, advanced End-User Computing (EUC) support, and providing technical guidance to the support team. You will be instrumental in driving process improvements, leading asset management audit efforts, and managing key third-party vendor relationships for asset logistics. This role requires an assertive leader who can take ownership and drive the team's success in a fast-paced, remote environment.

Team Leadership & Vendor Management

• Leadership: Lead the day-to-side operations of the Systems Support team, ensuring high-quality service delivery and SLA compliance.

• Mentorship: Coach, mentor, and provide advanced escalation support to Tier 1 and Tier 2 team members.

• Vendor Coordination: Serve as the primary point of contact and manage relationships with third-party vendors for asset dispatch, recovery, and other logistical operations.

• Process Improvement: Drive the development and implementation of technical procedures and workflows to enhance team efficiency and security.

Asset Management & Operations

• Inventory Control: Own the end-to-end hardware asset management lifecycle, including procurement, deployment, inventorization, and disposal.

• Audit Compliance: Lead and support internal and external asset management audit activities, ensuring compliance and accurate reporting.

• Deployment: Support the deployment of all hardware, including MacBooks, peripherals, and networking gear.

Advanced EUC & System Administration

• Escalation Management: Own and resolve advanced tickets focused on remote desktop environments and complex business application issues.

• Mac Estate: Troubleshoot and resolve OS-level issues within a heavy macOS environment.

• SaaS Administration: Support end users and manage configurations for core collaboration tools including Zoom and Slack.

• MDM & Deployment: Manage device enrollment and policy enforcement through Apple Business Manager (ABM) and MDM platforms (e.g., Addigy).

• System Administration: Possess strong system administration experience in either Windows or Google Workspace environments.

• Documentation: Maintain clear technical documentation, SOPs, and knowledge base articles for recurring issues.

Security Operations

• • Endpoint Security: Support user end-point security initiatives, including expertise and familiarity with SWG, CASB, ZTNA (e.g., ZScaler/Netskope), and NGAV.

• 7+ years of IT support experience, with 2+ years in a team lead or supervisory role, in a fast-paced global corporate environment.

• Leadership: Proven ability to lead a technical support team and demonstrate a proactive, assertive leadership style.

• Hardware Asset Management: Very good experience owning and managing the entire hardware asset lifecycle (procurement, inventory, disposal, audit).

• Vendor Management: Experience working with third-party vendors for dispatch and pick-up of IT assets.

• macOS & Windows/GWS: Extensive hands-on experience supporting and troubleshooting macOS hardware/software, and system administration experience in either a Google Workspace or Windows environment.

• MDM Proficiency: Direct experience with Apple Business Manager and MDM platforms (Addigy strongly preferred).

• Collaboration Tools: Proven ability to support Enterprise Zoom and Slack environments.

• Networking Fundamentals: Solid understanding of TCP/IP, DNS, DHCP, VLANs, and switching.

• Security Tools: Familiarity with user endpoint security agents like SWG, CASB, ZTNA, and NGAV.

• Certifications: CompTIA Network+, CCNA, or equivalent networking credentials.

• Audit Exposure: Experience with ITGC or SOX compliance related to asset management or access control.

• IDP Exposure: Experience in managing GWS 

Equal Employment Opportunity Information

The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government record keeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.