Lido
IT Manager
Job Description
[AI-summarized by JobStash]
You will oversee IT support across hardware software access network and SaaS related issues. You will manage the support team workflows service standards documentation and escalation processes. You will identify recurring issues and implement long term solutions to improve reliability. You will create maintain and enforce IT policies related to device usage software access support processes and operational standards. You will work with DevOps SecOps and other internal service teams to resolve complex technical issues. You will align support processes with internal service teams to ensure seamless service delivery and clear ownership. You will facilitate knowledge sharing between IT support and internal technical teams to improve troubleshooting escalation and resolution quality. You will support IT projects such as system rollouts migrations infrastructure upgrades access changes and tooling improvements. You will act as a bridge between contributors and internal service teams providing feedback to improve systems processes and tools. You will manage IT vendors including procurement onboarding performance management renewals and off boarding. You will oversee IT asset procurement inventory management device lifecycle and software licence management. You will operate within the vendor governance framework defined by senior technology leadership, ensuring alignment with organisation wide standards and policies. You will develop and report on key IT support metrics including service performance, user satisfaction, recurring issues and improvement initiatives. You will contribute to broader IT strategy by sharing insights from support trends, operational data and contributor feedback.
Requirements
- â—Ź5+ years of experience in IT support IT operations or IT management within remote first or distributed organisation
- â—ŹExperience managing or coordinating a support team service desk or internal IT function
- â—ŹStrong troubleshooting ability across operating systems end user devices productivity tools SaaS platforms and access related issues
- â—ŹGood understanding of networking fundamentals including VPNs DNS IP configuration connectivity issues
- â—ŹTechnical proficiency across operating systems APIs SaaS solutions device management and IT administration tools
- â—ŹExperience working with DevOps SecOps infrastructure or security teams
- â—ŹStrong vendor management experience including procurement renewals performance management and cost optimisation
- â—ŹAbility to manage multiple projects simultaneously prioritise effectively and drive work to completion
- â—ŹStrong communication and stakeholder management skills with the ability to translate technical issues into clear practical guidance
- â—ŹExperience with IT policies support documentation process design and operational reporting
- â—ŹBudget management risk assessment and mitigation experience
- ●Bachelor’s degree in Information Technology Computer Science or related field preferred
- â—ŹRelevant certifications such as ITIL CompTIA A+ or equivalent practical experience preferred
- â—ŹEnglish level: B2+
Responsibilities
- â—ŹLead IT support operations across hardware software access network and SaaS related issues
- â—ŹOversee the support team workflows service standards documentation and escalation processes
- â—ŹIdentify recurring issues and implement long term solutions to improve reliability
- â—ŹCreate maintain and enforce IT policies related to device usage software access support processes and operational standards
- â—ŹWork with DevOps SecOps and other internal service teams to resolve complex technical issues
- â—ŹAlign support processes with internal service teams to ensure seamless service delivery
- â—ŹFacilitate knowledge sharing between IT support and internal technical teams to improve troubleshooting escalation and resolution quality
- â—ŹSupport IT projects such as system rollouts migrations infrastructure upgrades access changes and tooling improvements
- â—ŹAct as a bridge between contributors and internal service teams providing feedback to improve systems processes and tools
- â—ŹManage IT vendors including procurement onboarding performance management renewals and off boarding
- â—ŹOversee IT asset procurement inventory management device lifecycle and software licence management
- â—ŹOperate within the vendor governance framework defined by senior technology leadership, ensuring alignment with organisation wide standards and policies
- â—ŹDevelop and report on key IT support metrics including service performance, user satisfaction, recurring issues and improvement initiatives
- â—ŹContribute to broader IT strategy by sharing insights from support trends, operational data and contributor feedback
Benefits & Perks
- â—ŹRemote contribution
- â—ŹCompetitive compensation
- â—ŹFlexible schedule
- â—ŹSupport for education including language and professional growth courses
- â—ŹEquipment and co working reimbursement
- â—ŹOpportunities to attend overseas conferences and ecosystem events