Sonar - Lead

• As a Lead of End-User Technologies, you will be the on-the-ground operational leader for Sonar's local end-user support functions in close cooperation with the global team. You are a player-coach: you assist your team in hands-on work — tickets, troubleshooting, tooling, documentation — while never losing sight of squad-level operational excellence. By keeping daily execution running smoothly, you ensure our globally distributed workforce has uninterrupted, high-quality IT support, and you free the Manager to focus on the broader team plan, strategy, and people development. This role is also where you will actively develop your own people leadership skills, building the foundation for future growth on Sonar's People Leader track. • Perform hands-on end-user support and endpoint engineering work across identity management, endpoint security tooling, enterprise communications suite, and service desk software • Distribute and clarify daily work assignments for the squad, ensuring team members understand task priorities, scope, and expected outcomes • Identify and remove obstacles that are slowing the squad's execution — whether that means unblocking a stalled ticket, escalating to the right team, or jumping in to pair on a difficult issue • Support squad members in decision-making by providing context, answering technical questions, and helping them think through ambiguous situations rather than dictating solutions • Triage and prioritize incoming requests during US business hours, acting as the operational point of contact for the squad • Contribute to agenda preparation and operational reporting for the Manager, surfacing risks, blockers, and status updates so the global team stays aligned • Maintain and improve endpoint configurations, onboarding/offboarding workflows, and device management processes across Windows, macOS, and Linux (Ubuntu) endpoints • Ensure compliance-related controls within the EUT scope (ISO 27001, SOC2) are followed during daily operations, flagging gaps to the Manager • 5+ years of hands-on experience in end-user technologies, endpoint engineering, desktop support, or IT operations • Demonstrated experience in a team lead, senior technician, or senior analyst capacity where you coordinated work across a small team while still performing hands-on technical work • Strong working knowledge of enterprise identity management, endpoint security, and zero trust networking tooling — experience with platforms such as JumpCloud, CrowdStrike, CyberArk, or Cloudflare is preferred • Multi-OS proficiency: comfortable managing and troubleshooting Windows, macOS, and Linux (Ubuntu) endpoints in a corporate environment • Experience with ITSM platforms (ServiceNow preferred) for incident, request, and change management workflows • Familiarity with compliance frameworks (ISO 27001, SOC2) and how they apply to endpoint and identity management • Clear communicator who can translate technical details into plain language for end users and summarize operational status for leadership • Comfortable working in a globally distributed team across time zones, with the confidence to own operational decisions and drive escalations independently • A genuine interest in growing as a people leader — you want to develop skills in coaching, delegation, and team health, not just technical depth • Our culture and mission set us apart. We have a dynamic work culture that values respect and kindness and embraces the right to fail (and get right back up again!).