Summary

We are looking for an IT Operations Lead to manage and support our IT Operations team, ensuring smooth day-to-day IT support for our end-users while maintaining a secure and efficient IT environment. This role involves leading a team of IT Operations Engineers, troubleshooting technical issues, managing general IT infrastructure, and driving best-in-class IT policies. The ideal candidate is a hands-on leader with excellent technical expertise, strong problem-solving skills, and a commitment to delivering outstanding customer service.

Key Responsibilities

1. Team Leadership & Development
2. Lead and mentor a team of IT Operations Engineers, providing guidance, training, and career development.
3. Foster a collaborative and high-performing team environment.
4. Conduct regular performance reviews and establish clear development plans.
5. End-User IT Support & Incident Management
6. Ensure best-in-class IT support for all employees, resolving technical issues efficiently.
7. Act as an escalation point for complex technical problems and ensure timely resolution.
8. Improve and optimise IT support processes to enhance response times and service quality.
9. End-User IT Operations & Security
10. Oversee IT asset management, including hardware and software lifecycle management.
11. Manage IT equipment and software upgrades for our hybrid workforce (onsite and remote employees).
12. Ensure robust cybersecurity measures and adherence to IT security best practices.
13. Administer Mobile Device Management (MDM) solutions to manage and secure company laptops remotely.
14. Process Improvement & Compliance
15. Establish and enforce internal IT policies, frameworks, and best practices to enhance operational efficiency.
16. Continuously assess and improve IT processes, ensuring compliance with security and industry standards.
17. Manage relationships with external service providers to ensure high-quality IT services.

Required Skills & Experience

1. Proven leadership experience in IT Operations Management (e.g. IT support, or Helpdesk Management).
2. Strong technical background with hands-on experience in IT troubleshooting, software deployment, and IT security.
3. Excellent customer service and communication skills, with a proactive and user-centric mindset.
4. Ability to work under pressure, manage urgent escalations, and solve critical IT issues effectively.
5. Experience with MDM solutions and remote IT management tools.
6. Solid understanding of IT security principles and best practices.
7. Experience in managing hybrid workforce IT environments (onsite & remote).

Preferred Qualifications

1. Experience in FinTech or Financial Services firms, particularly in high-security and regulated environments.
2. Familiarity with cloud-based IT management and automation tools.
3. Knowledge of IT compliance standards (e.g., ISO 27001, SOC 2).
4. Experience in coding/scripting (e.g., Python, Bash, PowerShell) for automation and system administration tasks.
5. Prior experience managing IT support for an international workforce.
6. Experience in vendor and external service provider management.

Key Competencies & Traits

1. Cultural Fit: Aligns with our organisational values and contributes positively to our workplace culture.
2. Empowering Leadership: Leads by delegation and ownership, rather than micromanagement.
3. Process-Driven: Sets clear objectives, tracks progress, and drives continuous improvement.
4. Excellent Communicator: Strong written and verbal communication skills to engage effectively with team members and external stakeholders.
5. Self-Starter: Takes initiative, proactively solves problems, and thrives in a fast-paced environment.
6. Security Mindset: Understands and implements IT security best practices.
7. Adaptability: Able to balance hands-on technical tasks with strategic leadership responsibilities.

Skills

• Communications Skills
• Development
• IT support
• Leadership