IT Support Lead

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee and guide the End User Support Specialist team.

• Manage support tickets from initiation to resolution.

• Serve as the escalation point for intricate or high-pressure issues.

• Directly troubleshoot end-user problems, identifying root causes and permanent solutions.

• Cultivate a high-performance, data-driven IT support culture.

• Facilitate the integration of AI and automation within IT support workflows.

• Identify tools and strategies that promote efficient and cost-effective IT support.

• Automate individual processes and reporting where suitable.

• Take charge of IT procurement from vendor selection to relationship management.

• Acquire laptops and hardware for new employees in challenging or logistically complex regions.

• Monitor and evaluate vendor and provider performance.

• Develop procurement strategies for hardware and services across various countries.

• Manage and oversee core IT systems in accordance with established BAU standards.

• Ensure smooth global IT onboarding and offboarding processes.

• Communicate incidents and resolution strategies to vendors and service providers.

• Collaborate with SRE, Security, and Workplace teams on IT security, compliance, and reliability.

⛳️ Requirements

• Over 5 years of experience in IT support or IT operations, with a focus on team management or mentoring.

• Proficient in utilizing AI tools to enhance workflows and improve support processes.

• Experience in user access management within a dynamic, multi-SaaS environment.

• Familiarity with MDM and EDR products.

• Strong knowledge of LAN and WLAN logical and physical infrastructures, including structured cabling, access layer switches, firewalls, and access points.

• Understanding of Linux desktop and server systems as well as Mac operating systems.

• Experience with on-premise server hardware and operations.

• Confident in using the command line interface in both Linux and Mac environments.

• Awareness of software development team dynamics and the tools they utilize.

• Solutions-oriented mindset with strong systems-thinking capabilities.

• Financial acumen and budget awareness.

• A strong passion for and knowledge of common Open Source Software products.

• Proficient in English at a C1 level or as a native speaker.

• Ability to work remotely as a contractor through Parity’s UK entity.

• Successful completion of a background check is required before contract signing.

🏝️ Benefits

• Competitive remuneration packages derived from ongoing market research, including tokens where legally permissible.

• A "future of work" environment that is remote-first, self-initiating, and offers flexible hours.

• Opportunity to collaborate with leading experts in the field, enhancing your knowledge of Web3 while on the job.

• Become part of a broader ecosystem, with career and networking opportunities.

• Team and company-wide retreats.

• Provision of a work laptop.

• Remote and flexible working options.

• Background check conducted through Zinc at the offer stage.