Job Description

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