IT Support Lead

Team management

• Manage and mentor our End User Support Specialist, setting clear priorities and supporting their growth.
• Own the day-to-day coordination of support tickets from creation to resolution, and act as the escalation point for complex or high-stakes issues, bringing enough technical depth to help identify root causes and permanent fixes.
• Get hands-on with end user support yourself, troubleshooting issues directly and role-modelling a strong service and support orientation for the team. This will be a significant part of your day-to-day.
• Build a high-performance, data-oriented culture within IT support.

AI & automation

• Support the adoption of AI and automation across IT support workflows, from ticket triage to recurring processes, so the team works efficiently and spends less time on repetitive tasks.
• Proactively identify new tools and approaches to deliver more efficient, cost-effective IT support as the business evolves.
• Apply automation to your own processes and reporting where it makes sense.

IT procurement & vendor management

• Own IT procurement from vendor selection to ongoing relationship management.
• Handle individual laptop and hardware purchases for new hires in hard-to-reach or logistically complex countries, drawing on real expertise in sourcing and international delivery to make sure equipment arrives reliably and on time. This is a regular, recurring part of the role given how distributed our team is.
• Set up regular monitoring and auditing of vendor and provider performance to ensure quality, reliability, and value for money.
• Develop new procurement approaches suited to a remote-first company sourcing hardware and services across many countries, including markets where procurement is traditionally difficult.

Systems & operations

• Manage and monitor the reliable delivery and performance of core IT systems against agreed BAU standards.
• Ensure seamless IT onboarding and offboarding across our global team.
• Communicate incidents and resolution plans clearly with third-party vendors and service providers.
• Collaborate with SRE, Security, and Workplace teams to support IT security, compliance, and reliability.

Your skills

• 5+ years of experience in IT support or IT operations, including experience managing or mentoring a team.
• Comfortable using AI tools to automate workflows and improve support processes, and genuinely curious about applying this further.
• Experience with user access management in a fast-moving, multi-SaaS environment.
• Experience with MDM and EDR products.
• Strong understanding of LAN and WLAN logical and physical infrastructures, from structured cabling to network device management, which includes access layer switches, firewalls, and access points. Experience with different network vendors is a plus.
• You have knowledge of Linux (desktop and server) and Mac operating systems to be comfortable and sure when supporting end users.
• Familiarity with on premise server hardware and operations, from minimal to moderate complexity.
• Confident on the command line interface - both in Linux and Mac environments. Scripting skills or automation experiences is a plus.
• Understanding of how software development teams work and the tools they typically rely on.
• A solutions-oriented mindset, system-thinking abilities, comfortable working cross-functionally to get things done.
• Financial discipline: you know exactly where every euro goes.
• Passion and good knowledge of common Open Source Software products.

About working with us

• Competitive remuneration packages based on iterative market research, including tokens (where legally possible).
• “Future of work” environment that’s remote-first and self-initiating with flexible hours.
• Team mates that are genuinely excited about their impact and projects.
• Access to the brightest minds in this space to learn about Web3 and develop your skills and knowledge while on the job.
• Becoming part of the wider ecosystem (career and networking opportunities).
• Team and company-wide retreats.
• Work laptop.