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Group IT Operations Lead

Group IT Operations Lead manages and leads HQ EUS team and supports local Fulfillment Center support teams, ensuring high-quality IT support across the organization. This role combines leadership and hands-on involvement in resolving complex technical issues and ensures that employees have the tools they need to work efficiently. The role also involves tracking and reporting on key performance indicators (KPIs) to drive continuous improvement. The ultimate goal of this role is to equip our teams with the best tools to maximize their effectiveness, manage costs efficiently, and deliver an exceptional experience to our internal customers.

What will be your key responsibilities:

  • 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.

What experience should you have:

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

  • Education: Bachelor’s in IT, Computer Science, or related field.
  • Experience: 7+ years in IT support and operations, with 3+ years in leadership; hands-on with ITIL and ITSM tools.
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