Google Workspace (GWS) Team Lead

HELIUS TECHNOLOGIES PTE. LTD.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Google Workspace Administrator Certification (strongly preferred).

ITIL 4 Foundation (strongly preferred).

BH 10781

Thanks, and Best Regards