Google Workspace (GWS) Team Lead

Key Responsibilities Team Leadership & Management

• Lead, mentor, and develop a team of Google Workspace support engineers, fostering a culture of continuous learning and technical excellence.
• Delegate tasks effectively by providing clear and specific instructions and goals.
• Plan, track, and monitor tasks assigned to team members.
• Conduct performance reviews and provide constructive feedback and developmental coaching to support career development.
• Monitor and improve team performance through leadership, coaching, and performance management.
• Promote customer service ethic and service management principles across the team.

Service Delivery & EscalationManagement

• Manage the service desk team and provide first and second-level technical support for Google Workspace ecosystems.
• Act as the escalation point for unresolved or complex cases related to Gmail, Drive, Meet, Calendar, Chat, Admin Console, security, and integrations.
• Ensure staff take ownership of user problems proactively and resolve issues within SLA.
• Allocate complex cases to appropriate IT support members or escalate to Google support when required.
• Arrange for external support when issues cannot be resolved internally.
• Respond to support queries via phone, email, and remote desktop tools.

Service Quality & SLA Management

• Review and ensure support tasks and deliverables meet quality standards and service levels.
• Conduct regular reviews of SLAs and KPIs to maintain alignment with customer expectations.
• Manage service quality assessments and coach staff on best practices.
• Report significant issues and service level variations to service desk managers or Client Delivery Lead.
• Escalate critical issues or out-of-scope service variations to Client Delivery Lead and/or Project Delivery Lead.

Administration & Operations

• Oversee Google Workspace administration including user management, group policies, organizational units, security configurations, and license management via Google Admin Console.
• Ensure all calls, emails, and incidents are logged in the service desk system with accurate documentation.
• Manage Google Workspace security protocols, compliance requirements, and disaster recovery procedures.
• Monitor Google Workspace performance metrics, analyze trends, and implement proactive solutions to prevent outages and degradation.
• Develop and maintain comprehensive documentation related to Google Workspace configurations, processes, and procedures.

Project & Change Management

• Participate in Google Workspace implementation, migration, and upgrade projects.
• Review transition plans, enhancement milestones, and deliverables with support teams and clients.
• Review and approve service requests, enhancement effort, schedules, and risk plans.
• Collaborate with cross-functional teams including IT operations, security, and application teams to align Google Workspace solutions with business needs.

Training & Knowledge Management

• Provide domain training to new joiners on Google Workspace tools, processes, and best practices.
• Update shared knowledge repositories with troubleshooting guides, workarounds, and solutions.
• Liaise with second-level support on product enhancements and ensure team members are trained on new features.

Client Relationship & BusinessDevelopment

• Provide effective customer communication including timely service delivery reports.
• Identify opportunities for expansion or improvement of services and liaise with Sales Managers.
• Participate in pre-sales activities and support business development initiatives.

Resource & Financial Management

• Raise and review resource requirements.
• Perform resource forecasting and planning.
• Monitor and report project health status.
• Take ownership of project financials (if applicable).

Requirements & Qualifications Essential Qualifications

• At least 2-3 year of team leadership experience .
• Proficient in spoken and written English.
• Strong technical skills in supporting desktops, notebooks, tablets, and smartphones.
• Deep knowledge and hands-on experience with Google Workspace ecosystems/applications (Gmail, Drive, Meet, Calendar, Chat, Docs, Sheets, Slides, Admin Console, Vault, DLP, security features).
• Familiarity with Google Admin Console (user management, licenses, service health, organizational units, security settings).
• Understanding of identity and access management (Google Cloud Identity, SSO, MFA, directory sync).
• Familiarity with day-to-day service desk operations and incident management.

Preferred Attributes

• Experience with Google Workspace migration projects from other platforms (e.g., Microsoft 365) or Google Tenant
• Experience with Google Workspace APIs, integrations, and automation .
• Familiarity with Google Vault, DLP, security alerts, compliance, and audit features ..
• Experience in supporting macOS and mobile device management (MDM).
• Strong customer service orientation and people management skills.
• Excellent communication and interpersonal skills.
• Meticulousness and ability to multitask effectively in a fast-paced environment.

Certifications

• Google Workspace Administrator Certification (strongly preferred).
• ITIL 4 Foundation (strongly preferred).

BH 10781

Thanks, and Best Regards

Lini

Recruitment Consultant

R22108463