Remote Access Technology Support Lead

What you'll do

• Own service health and lead incident response, problem management, and permanent remediation for remote-access and virtual desktop services.
• Define monitoring and user-experience reporting, and govern operational readiness for platform changes.
• Lead responsible adoption of enterprise-authorized AI in operational workflows, with human validation and sensitive-data handling.

What they ask for

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining IT services.
• Experience supporting enterprise infrastructure or service operations for remote access, virtual desktop, or network platforms at global scale in a regulated environment.
• Hands-on troubleshooting across the remote-access path and experience with enterprise virtual desktop platforms and access gateways.
• Experience with Cloudflare or Akamai; proficiency in PowerShell, Python, or equivalent; and demonstrated use and validation of authorized AI for production operations.

Nice to have

• Familiarity with SAML federation, multi-factor authentication, and device posture enforcement.
• Experience with diverse endpoints, zero-trust or cloud-delivered security gateways, or synthetic transaction and end-user experience monitoring.

Pay

USD $147,250.00-$200,000.00 base salary

Tools

Citrix NetScaler, Omnissa UAG (Horizon), Citrix, Omnissa Horizon, Cloudflare, Akamai, PowerShell, Python

AI focus

Use enterprise-authorized AI to improve incident triage and support operational workflows; validate recommendations with human oversight and handle sensitive data appropriately.