About the Role
You will lead IT support operations, ensuring contributors across the organisation receive reliable, secure, and high-quality technical support. You will sit at the intersection of user support, IT operations, vendor management, and internal service delivery, working closely with teams such as DevOps and SecOps to help build scalable IT processes for a remote-first environment. You will play a key role in improving the contributor experience, resolving recurring issues, managing IT assets and vendors, and ensuring IT operations are aligned with the organisation's broader technical and operational goals.
Requirements
- 5+ years of experience in IT support, IT operations, or IT management, ideally within a remote-first or distributed organisation
- Experience managing or coordinating a support team, service desk, or internal IT function
- Strong troubleshooting ability across common operating systems, end-user devices, productivity tools, SaaS platforms, and access-related issues
- Good understanding of networking fundamentals, including VPNs, DNS, IP configuration, connectivity issues, and common remote-working setups
- Technical proficiency across operating systems, APIs, SaaS solutions, device management, and IT administration tools
- Experience working with DevOps, SecOps, infrastructure, or security teams to resolve cross-functional technical issues
- Strong vendor management experience, including procurement, renewals, performance management, and cost optimisation
- Ability to manage multiple projects simultaneously, prioritise effectively, and drive work through to completion
- Strong communication and stakeholder management skills, with the ability to translate technical issues into clear, practical guidance
- Experience with IT policies, support documentation, process design, and operational reporting
- Budget management, risk assessment, and mitigation experience
- Bachelor's degree in Information Technology, Computer Science, or a related field preferred
- Relevant certifications such as ITIL, CompTIA A+, or equivalent practical experience preferred
- English level: B2+
Responsibilities
- Lead IT support operations, ensuring contributors receive timely, consistent, and high-quality support across hardware, software, access, network, and SaaS-related issues
- Oversee the support team's workflows, service standards, documentation, and escalation processes
- Identify recurring issues and implement long-term solutions that improve reliability and reduce support burden
- Create, maintain, and enforce IT policies related to device usage, software, access, support processes, and operational standards
- Work closely with DevOps, SecOps, and other internal service teams to resolve complex technical issues requiring cross-functional expertise
- Align support processes with internal service teams to ensure seamless service delivery and clear ownership across teams
- Facilitate knowledge sharing between IT support and internal technical teams to improve troubleshooting, escalation, and resolution quality
- Support IT projects such as system rollouts, migrations, infrastructure upgrades, access changes, and tooling improvements
- Act as a bridge between contributors and internal service teams, providing feedback to improve systems, processes, and tools
- Manage IT vendors, including procurement, onboarding, performance management, renewals, and off-boarding
- Oversee IT asset procurement, inventory management, device lifecycle, and software licence management
- Operate within the vendor governance framework defined by senior technology leadership, ensuring alignment with organisation-wide standards and policies
- Develop and report on key IT support metrics, including service performance, user satisfaction, recurring issues, and improvement initiatives
- Contribute to broader IT strategy by sharing insights from support trends, operational data, and contributor feedback
Benefits
- Remote contribution
- Flexible schedule
- Support for education, including language and professional growth courses
- Equipment and co-working reimbursement
- Opportunities to attend overseas conferences and ecosystem events