IT Operations Lead

Abacum Technologies, Inc.

Job Overview

Location

Remote (Europe)

Job Type

Full-time

Full Job Description

📋 Description

• As the IT Operations Lead at Abacum Technologies, you will ensure the smooth, secure, and reliable operation of end-user and office IT systems globally, leading a small support team and driving internal IT and AI enablement projects that directly support the company’s mission to empower finance teams with strategic Business Planning solutions.
• You will lead global IT support operations with 24x7 coverage, defining the operating model, tiers, escalation paths, on-call rotations, SLAs, runbooks, and knowledge base to deliver fast, consistent, and measurable support with improving CSAT and resolution times.
• You will hire, onboard, mentor, and manage a small IT support team, establishing service standards, tracking performance metrics, and balancing BAU support with continuous improvement and internal projects based on business impact.
• You will own incident response for end-user IT issues, including stakeholder communications, post-incident reviews, and preventative actions, while managing vendors, contracts, and budgets for end-user IT and support tooling.
• You will supervise endpoint and user computing lifecycle across Mac, Windows, and Linux systems, including provisioning, configuration, maintenance, access management, and troubleshooting, and own office IT infrastructure such as connectivity, network security, Wi‑Fi standards, access control systems, and physical security coordination.
• You will manage asset management and global logistics, including inventory, audits, procurement, shipping, customs coordination, spares, repairs, replacements, and disposal, standardizing device lifecycle management across regions and ensuring compliance with licensing and security requirements.
• You will partner with the Security team to enforce device baselines (MDM, encryption, patching, endpoint protection), conduct vendor security reviews, and collaborate on access models, least-privilege policies, and compliance readiness.
• You will own internal AI enablement initiatives, including use case intake, tooling administration, initial agent prototypes, training, and governance in partnership with Security and Legal/Compliance to drive safe, governed AI adoption with practical training and early internal agent wins.
• You will collaborate closely with HR to ensure seamless onboarding and offboarding processes, including timely provisioning of IT resources and secure retrieval of assets and termination of access.
• You will identify opportunities for process improvement and automation, develop and implement IT policies and procedures, and coordinate with cross-functional teams to ensure alignment and consistency in service delivery.
• You will monitor system performance, troubleshoot issues, grant and revoke access to software resources and services, and maintain documentation, runbooks, and emergency procedures for all office IT systems.
• You will evaluate and recommend new hardware and software solutions based on business needs, negotiate with vendors for cost-effectiveness, and oversee procurement, installation, and configuration.
• You will work with global IT providers and systems, monitoring vendor performance, addressing concerns, and recommending new providers or systems as needed to ensure high-quality IT service delivery.

🎯 Requirements

• Proven experience leading IT support operations with 24x7 coverage, including defining operating models, SLAs, escalation paths, and managing on-call rotations across global teams.
• Demonstrated ability to hire, onboard, mentor, and manage a small IT support team, with experience in performance management, service standards, and knowledge base development.
• Expertise in managing endpoint lifecycle (Mac/Windows/Linux), office IT infrastructure (networking, Wi‑Fi, access control), and global IT asset logistics including procurement, inventory, audits, and disposal.
• Strong background in vendor and contract management, budget oversight, and collaboration with Security, Legal, and Compliance teams on device baselines (MDM, encryption, patching) and compliance readiness.
• Experience in incident response, post-incident reviews, and stakeholder communication, with a track record of improving CSAT and resolution times.
• Familiarity with AI enablement initiatives, including tooling administration, use case intake, and governance frameworks, preferably in a corporate environment.

🏖️ Benefits

• Competitive compensation including equity package
• Competitive vacation policy
• Access to Meditopia for mental well-being
• Hybrid working model and flexible working hours
• Personal development support including language courses
• Opportunity to work with a global, diverse team of 100+ people across 30+ nationalities in a fast-growing, mission-driven company backed by top-tier investors.

Skills & Technologies

Linux

Senior

Remote

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Abacum Technologies, Inc.

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About Abacum Technologies, Inc.

Abacum Technologies provides cloud-based financial planning and analysis (FP&A) software that unifies data from ERP, CRM and HRIS sources. Purpose-built for mid-market finance teams, the platform automates budgeting, forecasting, reporting and scenario modeling while enabling real-time collaboration across departments. Machine-learning algorithms surface anomalies, predict trends and generate plain-language insights, reducing manual spreadsheet work. SOC 2 Type II compliant, the solution integrates with major accounting, banking and business intelligence tools, giving CFOs and controllers a single source of truth for strategic decision-making and investor reporting.

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