Senior IT Operations and Team Lead

Key Responsibilities:

- Lead technical operations for live training sessions and serve as the primary escalation point for complex technical issues.
- Coordinate and initiate live training sessions, ensuring technical readiness and smooth end-to-end execution.
- Troubleshoot laptops, OBS, WhatsApp, remote access tools, audio/video systems, Bluetooth devices, and connectivity issues.
- Support students with the setup, configuration, and troubleshooting of connected wearable devices.
- Review recorded sessions, identify recurring technical issues, and implement long-term solutions.
- Develop and maintain Standard Operating Procedures (SOPs), technical documentation, and knowledge base resources.
- Track support trends and drive process improvements to reduce support volume and improve session reliability.
- Accurately document meetings, technical i ---------- , action items, and other operational records.

Qualifications:

- 5+ years of experience in IT support, technical operations, or systems administration.
- Previous leadership experience is required, including leading teams, managing technical initiatives, or mentoring staff.
- Strong troubleshooting skills across hardware, software, networking, and remote collaboration tools.
- Experience with OBS, WhatsApp, Calendly, and remote desktop solutions.
- Comfortable working with Google Workspace (Docs, Sheets, Drive, Calendar).
- Strong attention to detail with the ability to accurately document technical i ---------- , meetings, and processes.
- Results-driven with a strong focus on operational performance and improvement.
- Action-oriented with the ability to take ownership and work independently in a fast-paced environment.
- Excellent English communication skills
- Reliable internet connection and availability during U.S. Pacific Daylight Time business hours.

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