IT Operations Lead

SUMMARY:
We are looking for an IT Operations Lead who will be responsible for first-response IT support, vendor management, and preventative IT maintenance. This role requires a hands-on technical expert who can resolve issues quickly while implementing long-term IT strategies to improve system stability and efficiency.

POSITION INFO:

1. First Response IT Support (Hands-on Troubleshooting) 
-  Act as first responder to diagnose and resolve hardware, software, network, cloud, and security issues.  
-  Support Windows, Mac, networking, cloud applications, and SaaS platforms (Mendix, Azure, AWS, etc.).
-  Ensure minimal downtime and escalate complex issues to vendors when necessary.
2. Preventative IT Maintenance & Optimization  
-  Perform regular health checks, patch management, security audits, and system monitoring. 
-  Reduce IT failures by addressing root causes instead of applying temporary fixes. 
-  Implement best practices to optimize performance and reliability.
3. Vendor & Service Provider Management
-  Manage relationships with existing IT vendors (network, cloud, hardware, and software support).
-  Hold vendors accountable to SLAs (response times, uptime, performance standards).
-  Assess vendor contracts and negotiate better terms where needed.
4. Infrastructure, Security & Cloud Management
-  Oversee TechnoGrid, failover systems, backups, and cloud management (Mendix Cloud, Azure, AWS, etc.).
   Implement security best practices (access control, endpoint security, compliance,etc).
-  Ensure software licensing compliance across all systems.
5. Process Improvement & Automation 
-  Establish a helpdesk/ticketing system for tracking IT requests and issues.
-  Document IT policies and standard operating procedures (SOPs).
-  Automate system monitoring, backup scheduling, and alerts to improve response times.


✅ 10+ years of IT support & operations experience
✅ Strong troubleshooting skills (Windows, Mac, Networking, Cloud, Security)
✅ Experience with SaaS, Mendix, Azure, or AWS
✅ Proven ability to lead IT teams/vendors
✅ Knowledge of IT governance, security, and compliance best practices
✅ Vendor and contract negotiation skills
✅ Excellent problem-solving, communication, and leadership skills

Contract Terms & Hiring Process 
-  Initial Contract Duration: 6 months (with potential for full-time hire based on performance) 
-  Onsite Requirement: Full-time, based at company headquarters
-  Reporting Line: Reports to Head of Operations & Talent