Head of IT Operations

About Us 

Spotler is a leading software development company specializing in data driven marketing automation solutions that empower businesses across Europe and the UK. We value security as a critical component of our software development process and are committed to protecting our clients' data and our own platforms. 

Job Summary 

The Head of IT Operations will be responsible for leading the day-to-day management of IT support functions and ensuring smooth, efficient service for all employees. This role involves management of the Jira ticketing system, overseeing user support for Microsoft Office 365, and driving improvements in service delivery. The ideal candidate is a proactive problem solver with a strong background in IT support, excellent people management skills, and a passion for optimizing user experience. 

Key Responsibilities 

Service Desk Management 

• Lead and manage the internal service desk team to provide exceptional IT support to approximately 500 employees. 

• Oversee the operation of the Jira ticketing system, ensuring tickets are logged, prioritized, and resolved efficiently according to established SLAs. 

• Develop and implement service desk processes, best practices, and performance metrics to enhance support quality and response times. 

  Microsoft Office 365 Administration 

• Manage the company-wide Microsoft Office 365 environment, including user provisioning, access controls, license management, and security settings. 

• Implement and maintain Office 365 tools such as Exchange Online, SharePoint, OneDrive, and Teams to support collaboration and productivity. 

• Monitor and optimize system performance, troubleshoot issues, and ensure high availability and reliability of services. 

• Manage user onboarding and offboarding processes within Office 365, including account creation, license allocation, and access management. 

Jira Ticketing System Administration 

• Administer the Jira ticketing system, configuring workflows, automation, and custom fields to streamline IT support processes. 

• Analyze ticket data to identify trends, recurring issues, and areas for improvement in IT service delivery. 

• Collaborate with other IT teams to implement enhancements to the Jira system, ensuring it meets the needs of various departments. 

User Training and Documentation 

• Develop and maintain IT support documentation, including user guides, FAQs, and troubleshooting tips for common Office 365 and system issues. 

• Conduct training sessions for employees on effective use of Office 365 tools and self-service resources to reduce support requests. 

• Foster a culture of self-service and knowledge sharing through effective communication of IT resources and support channels.  

Migration and Integration Projects 

• Lead migration projects to integrate newly acquired companies' IT environments, focusing on Google Workspace and Microsoft Office 365 to Office 365 migrations. 

• Develop and execute migration plans, including user data transfer, email migration, and integration of collaboration tools. 

• Collaborate with stakeholders from acquired entities to ensure a seamless transition, providing clear communication and support throughout the migration process. 

• Identify and address technical challenges during migrations, ensuring minimal disruption to business operations. 
  

Strategic Planning and Process Improvement 

• Develop and execute strategies for IT infrastructure growth and scalability, aligning with the company's overall business objectives. 

• Identify opportunities for process automation, cost reduction, and system optimization within IT Operations. 

• Stay up-to-date with industry trends and emerging technologies to recommend and implement relevant improvements. 

Security and Compliance 

• Partner with the Information Security team to implement robust security measures for Office 365 and other IT systems, including multi-factor authentication, data loss prevention, and regular audits. 

• Ensure compliance with industry standards and regulations, such as GDPR, SOC 2, and ISO 27001, within the IT Operations function. 

• Develop and maintain disaster recovery and business continuity plans for critical IT systems. 

Key Qualifications 

• Bachelor's degree in Information Technology, Computer Science, or a related field. A Master's degree or relevant certifications (e.g., Microsoft Certified: Enterprise Administrator Expert, ITIL) is a plus. 

• 3+ years of experience in IT operations management, with a focus on Microsoft Office 365 administration and migration projects. 

• Experience leading IT teams and managing IT environments, including Jira ticketing systems and cloud productivity platforms. 

• Hands-on experience with Office 365 migration tools (e.g., BitTitan, PowerShell scripting) and integration of Google Workspace to Office 365. 

• Strong understanding of IT service management (ITSM) practices, including incident management, change management, and problem management. 

• Excellent problem-solving and analytical skills, with the ability to troubleshoot complex technical issues. 

• Strong leadership and communication skills, capable of collaborating effectively with cross-functional teams and external stakeholders. 

• Familiarity with cybersecurity best practices and compliance standards. 

What We Offer: 

• Excellent pension scheme without personal contribution. 

• Travel allowance. 

• 26 vacation days with the option to purchase 10 extra days. 

• Hybrid working with reimbursement for internet costs. 

• Unlimited access to mental health care via OpenUp. 

• Sports bar at the office with pinball, pool and darts. 

• Access to Udemy for continuous personal development 

Spotler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.