SeniorFull TimeEN
About the Role
We are seeking a highly motivated and experienced IT Services Lead to join the FrankieOne team. In this critical part-time role, you will be responsible for managing and maintaining our enterprise service infrastructure across a fully cloud-based SaaS environment. The role spans identity and access management, endpoint management, IT automation, platform engineering, and security operations.
This position will be a 0.5 FTE, spread across 5 days with a minimum of 2 days in the office.
You will work cross-functionally with People & Culture, Security, DevSecOps, and all other departments to ensure systems are secure, compliant, and operationally efficient. You will play a key role in supporting our rapid growth and scaling our IT systems to meet the evolving needs of the business.
Key Responsibilities
Day-to-Day IT Operations
Triage and resolve IT support requests (access issues, application troubleshooting, account management)
Manage and automate the service desk to ensure a seamless and efficient experience for all staff
Identity, Access & SSO Management
Administer and configure our primary identity provider, including SAML/SSO integrations with third-party services
Administer Internal Applications Zero Trust policies and access controls
Manage user provisioning, deprovisioning, and access lifecycle across the SaaS stack
Help the security team conduct user access audits across enterprise applications to ensure compliance with ISO 27001 and SOC2
Configure and maintain RBAC across FrankieOne’s fleet of SaaS apps and Cloud Infrastructure accounts
Endpoint & Device Management
Manage endpoint devices via MDM and Apple Business Manager
Deploy and manage EDR and Compliance tool across the device fleet
Troubleshoot OS issues across Windows, Linux, and macOS
Manage software asset lifecycle including licensing, contract management, and patching/updates
Staff Onboarding & Offboarding
Build and maintain automated onboarding/offboarding workflows in collaboration with People & Culture
Provision and deprovision user accounts as part of onboarding/offboarding workflows
Manage and automate the hardware and software provisioning process for new hires, ensuring timely delivery and optimal performance
Enterprise Application Administration
Administer and configure cloud-based enterprise services
Manage integration, configuration, and ongoing maintenance across the SaaS stack
Evaluate, procure, and onboard new enterprise tooling as business needs evolve
Manage vendor relationships and software contracts
Maintain internal IT automation tooling (bots, support agent)
Asset Lifecycle Management
Oversee the entire lifecycle of hardware and software assets, including procurement, deployment, maintenance, and disposal
Optimise costs and minimise risks across the asset portfolio
Security & Compliance
Ensure compliance with relevant security standards (ISO 27001, SOC2, GDPR) through robust security measures
Implement and maintain access control, data protection, and incident response procedures
Work with the Security team to ensure enterprise services are correctly configured, and access controls are in place
Infrastructure Management
Manage and maintain a stable and secure IT infrastructure, including servers, networks, and cloud services
Automation & Integration
Drive automation across all aspects of IT operations, leveraging scripting, APIs, and automation tools to improve efficiency and reduce manual effort
Cross-Functional Collaboration & Communication
Work with People & Culture on onboarding/offboarding process design and execution
Advise Cloud & Operations and Engineering teams on enterprise integrations
Write and maintain technical specifications, architecture documents, and build plans
Effectively communicate with stakeholders across the organisation, including executives, engineers, and other departments
Drive continuous improvement across the enterprise technology stack
Required Experience
3+ years of experience managing and automating service desk and staff onboarding processes
3+ years of experience managing and automating hardware and software provisioning
3+ years of experience managing hardware and software asset lifecycle management, including licensing, contract management, and patching/updates
3+ years of experience managing endpoint devices via MDM
3+ years of experience remotely troubleshooting OS issues across Windows, Linux, and macOS
3+ years of experience managing IDP and SSO configuration and user provisioning, particularly with Google Workspace
Experience working with multiple stakeholders across the organisation (Executives, People & Culture, Security, Engineering, Operations, Finance, Sales, etc.)
Experience working in an ISO 27001, SOC2, and GDPR compliant organisation
Experience using modern tools such as Google Workspace, Confluence, Jira, and Slack
Excellent written and verbal communication skills
Experience working collaboratively within a global team environment
Desirable Experience
ITSM/ITIL certifications
Strong scripting and automation skills
Experience working in a fast-growing fintech startup
Experience in system administration of a wide range of cloud-based services
Experience with Cloudflare Zero Trust, CrowdStrike Falcon, Drata, and Trelica
Experience in integration via REST, GraphQL API, or RPA for IT automation
Exposure to AI, automation, and No/Low Code tools to build and accelerate delivery
