About the Company
Cognizant is a global leader in business and technology services, helping clients transform their businesses through consulting, enterprise applications, and IT infrastructure. We engineer modern businesses to improve everyday life. With a strong presence in New York, we are committed to fostering innovation and supporting our diverse teams.
Job Description
We are seeking a highly motivated and experienced Google Support Lead to join our dynamic team in Buffalo, New York. This is an exciting opportunity for an individual passionate about leveraging Google technologies to drive operational excellence and lead a dedicated support team. As a Google Support Lead, you will be responsible for overseeing the daily operations of our Google support specialists, ensuring high-quality service delivery, and fostering a collaborative environment. Your expertise in Google Workspace, Cloud, and other related services will be crucial in resolving complex issues and guiding your team to success. This is an on-site position, offering a vibrant work environment and direct collaboration with colleagues.
Key Responsibilities
- Lead, mentor, and manage a team of Google support specialists, including performance reviews and professional development.
- Oversee daily support operations, ensuring adherence to service level agreements (SLAs) and high customer satisfaction.
- Act as an escalation point for complex Google-related technical issues, providing expert-level troubleshooting and resolution.
- Develop and implement best practices for Google Workspace and Google Cloud support workflows.
- Collaborate with other IT teams and stakeholders to identify and resolve systemic issues and improve overall service delivery.
- Monitor team performance metrics, generate reports, and present findings to management.
- Stay current with new Google products, features, and updates, ensuring the team's knowledge is up-to-date.
- Conduct regular training sessions to enhance the team's technical skills and product knowledge.
Required Skills
- Minimum of 3 years of experience in a technical support role, with at least 1 year in a team lead or supervisory capacity.
- In-depth knowledge and hands-on experience with Google Workspace (Gmail, Calendar, Drive, Meet, Docs, Sheets, etc.).
- Strong understanding of Google Cloud Platform (GCP) fundamentals, including IaaS, PaaS, and related services.
- Proven ability to troubleshoot complex technical issues and provide effective solutions.
- Excellent leadership, communication, and interpersonal skills.
- Experience with ticketing systems and IT service management (ITSM) best practices.
- Ability to work effectively in a fast-paced, team-oriented environment.
Preferred Qualifications
- Google Workspace Administrator certification or equivalent.
- Google Cloud certifications (e.g., Associate Cloud Engineer, Professional Collaboration Engineer).
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience working in a global or enterprise-level IT support environment.
- Familiarity with scripting languages (e.g., Python, PowerShell) for automation.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company matching.
- Generous paid time off, including holidays and sick leave.
- Opportunities for continuous learning and professional development, including access to Google certification programs.
- Employee assistance programs and wellness initiatives.
- Dynamic and collaborative work environment in our modern Buffalo office.
- Team-building events and company social gatherings.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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