IT Operations Team Lead

About the role

RavenPack develops generative AI tools for the finance industry and is launching a new suite of GenAI and SaaS services. As IT Support Team Lead, you will own the quantity and quality of value delivered by IT Support operations, ensuring team performance, service continuity, delivery planning and sustainable team growth, while staying close to the technology through escalation handling, systems administration and automation. The role is split roughly 50% hands-on technical work and 50% team leadership.

Key responsibilities

• Act as the senior escalation point for complex incidents and service requests, and administer core IT systems, identity platforms and endpoint tooling.
• Perform endpoint, identity and access management tasks such as onboarding, offboarding and access reviews.
• Build and improve automation and scripts, validate tools, dashboards and integrations, and contribute to vulnerability remediation and security hygiene.
• Plan team capacity and workload, set priorities, oversee bi-weekly sprints and quarterly planning, and mentor engineers through regular 1:1s.
• Produce stakeholder and leadership reporting (MBR, QBR, ABR) and manage stakeholder and vendor relationships.
• Approve or shape changes and projects, and support departmental growth, recruitment and change management governance.

Required profile

• Proven experience leading an IT Support or IT Operations team while remaining hands-on.
• Strong working knowledge of ITSM practices, ideally with Jira Service Management.
• Experience with identity, endpoint management and security tooling in a cloud-first environment.
• Preferred: familiarity with AWS and scripting/automation, and exposure to compliance-oriented environments such as ISMS or security audits.
• European legal working status is required.

Required skills

• Jira Service Management, Jira, Confluence
• Okta SSO, AWS IAM Identity Center, AWS IAM
• NinjaOne, CrowdStrike Falcon, Google MDM, Vanta
• Datadog, Zabbix, NetData, AWS CloudWatch
• Snipe-IT, Proxmox, AWS (EC2, Secrets Manager), GitLab, PowerShell, Python, Bash
• Keeper, HiBob, Lattice, WorkRamp, Microsoft Office

What we offer

• Hybrid work: 3 days in the office, 2 days remote after onboarding.
• Shuttle bus from Malaga, Fuengirola and La Linea de la Concepción.
• Growth opportunity in a company with 180+ team members and offices in New York, Madrid and Marbella.
• Competitive salary and continuous learning support.