IT Operations Lead

Responsibility

1. IT Service Desk & User Support

Manage day-to-day IT support as the primary point of contact for internal users across the organisation.

Handle L1/L2 incidents and service requests, including triage, troubleshooting, resolution, and escalation.

Manage the ticketing system, service catalogue, SLAs, and knowledge base to ensure consistent and efficient IT support.

Support employee onboarding and offboarding, ensuring timely IT setup, access provisioning, and equipment recovery.

2. Identity & Access Management

Manage user access throughout the employee lifecycle, including joiners, movers, and leavers.

Administer corporate identity systems, SSO, MFA, role-based access, and privileged accounts.

Maintain access records and coordinate periodic access reviews and access recertification with relevant stakeholders.

3. Endpoint & IT Asset Management

Manage the end-to-end lifecycle of company devices, including procurement, deployment, configuration, maintenance, repair, refresh, redeployment, and disposal.

Maintain an accurate IT asset register and device custody records.

Ensure endpoint configuration, patching, device management, and security requirements are maintained across the fleet.

4. Corporate Systems & SaaS Administration

Administer corporate SaaS, collaboration, communication, document, and workflow platforms.

Manage user provisioning, licensing, configuration, SSO integration, and day-to-day application support.

Monitor software utilisation, reclaim unused licences, and identify unauthorised or shadow IT.

5. IT Systems Ownership & Governance

Maintain the Corporate System Ownership Register, including account ownership, billing, recovery channels, MFA custody, and administrator information.

Manage privileged and break-glass account custody in line with internal IT policies and control requirements.

Maintain operational documentation, system records, and required governance evidence.

6. IT Vendor & Cost Management

Manage IT vendors and service providers, including renewals, service reviews, performance tracking, and commercial coordination.

Maintain visibility of IT spending across hardware, SaaS, cloud, connectivity, and support services.

Support procurement activities and provide IT cost and spend reporting to management and Finance.

7. IT Compliance, Audit & Risk Control

Maintain accurate access, asset, licensing, and change records to support Internal Control, Compliance, and audit requirements.

Provide required IT evidence and reporting for internal and external reviews.

Support privileged access reviews, control checks, incident evidence collection, and remediation activities.

8. IT Continuity & Continuous Improvement

Maintain and test IT continuity, backup, recovery, and resilience procedures for corporate systems.

Coordinate IT response to critical incidents and escalate technical or product-related issues to the appropriate specialist teams.

Identify opportunities to automate repetitive activities and continuously improve IT service quality, operational efficiency, security, and cost effectiveness.

Requirement

• 5+ years of experience in IT Operations, IT Infrastructure, IT Helpdesk, Service Desk, or a similar role, preferably within a technology or fast-growing organisation.
• Strong hands-on experience in IT service desk operations, incident management, troubleshooting, and ticket management.
• Solid knowledge of Identity & Access Management, including SSO, MFA, role-based access, privileged access, and user lifecycle management.
• Experience administering Google Workspace or similar enterprise identity and collaboration platforms.
• Experience managing end-user devices, endpoint management, configuration, patching, security, and device lifecycle.
• Experience with corporate SaaS administration, software licensing, user provisioning, and application configuration.
• Experience managing IT assets, hardware procurement, deployment, recovery, and asset records.
• Good understanding of IT governance, access control, audit requirements, documentation, and evidence management.
• Experience working with IT vendors, procurement, renewals, contracts, and IT cost management.
• Understanding of IT continuity, backup, recovery, and operational resilience.
• Strong troubleshooting and problem-solving skills, with the ability to determine when issues should be escalated to specialist or engineering teams.
• Strong organisational and documentation skills, with a disciplined approach to ticketing, asset management, access records, and operational processes.
• Good stakeholder management and communication skills, with the ability to work effectively with employees, management, Finance, HR, Compliance, Internal Control, and technical teams.
• Ability to work independently, prioritise competing requests, and operate effectively in a fast-paced, multi-location environment.
• Strong sense of ownership, accountability, confidentiality, and attention to detail.
• Good command of English, both written and verbal.