Group IT Operations Lead

• IT Strategy: Develop and execute IT support and operations strategy focused on productivity and customer happiness.
• Team Leadership: (a) Lead, mentor, and manage HQ End-User Support (EUS) team (b) Oversee FC IT Support team, including indirect leadership for non-Czech locations.
• Asset Management: Ensure maximal HW and SW assets inventory and utilization. Drive cost optimization where possible.
• Systems Architecture & Integration: Manage SaaS tools (Okta, GSuite, Slack, Confluence, Jira) for operational efficiency, security, and standardization.
• Networking and connectivity management and standardization.
• Support Operations: Oversee daily IT operations for high-quality, timely issue resolution and SLA adherence.
• Process and technical stack standardization: Drive consistency across IT processes, technical and platform stack across all locations and domains.
• KPI Management: (a) Monitor and improve KPIs: user satisfaction, TFR/TTR, ticket volume (b)Track SaaS licenses and HW asset utilization.
• Stakeholder Collaboration: Work closely with key stakeholders such as HR (onboarding) or Security to enhance system effectiveness.

Overall

• Strong leadership with proven success in building and managing high-performing onsite and remote teams.
• Skilled in optimizing IT performance through key metrics (e.g., ITIL).
• Experienced in contract negotiation and cost optimization for hardware and software.
• Demonstrated analytical mindset with a data-driven approach to business decisions.
• Proactive problem solver with a strong sense of ownership and customer focus.
• Knowledgeable in information security.

Technologies

• Platforms: Windows, Mac OS, Android, iOS.
• Tools: Slack, InTune (MDM), Jira Service Desk, Google Workspace, Microsoft Office.
• Systems: Asset management tools, printing solutions, endpoint security, SSO tools.

Qualifications

• Experience: 7+ years in IT support and operations, with 3+ years in leadership; hands-on with ITIL and ITSM tools.