IT Operations Lead

IT Operations Lead About Abacum Abacum is the leading Business Planning solution for finance teams to drive performance. By automating reporting, enabling collaboration, and simplifying planning and forecasting, we help finance teams shift from number crunching to driving strategic decisions. Founded in 2020 by two former CFOs, we’ve grown into a global team of 100+ people across 30+ nationalities. Headquartered in New York, we have offices in London and Barcelona. We’re trusted by industry leaders such as Dish Networks, Strava, BetterUp, Kajabi, JG Wentworth, Abridge, Cortex, and hundreds more. We have raised over $100m, closing in June 2025 our $60M Series B, led by Scale Venture Partners, with the strong participation of Cathay Innovation, Y Combinator, Atomico, Creandum, and angel operators from Adyen, Zapier, and Twitch. Our mission is ambitious and we can’t do it alone - join Abacum as we build the future of Business Planning! Purpose: Ensure smooth, secure, and reliable operation of end-user and office IT systems globally. Lead a small support team and deliver internal IT and AI enablement projects. Key responsibilities - Lead global IT support operations with 24x7 coverage: operating model, tiers, escalation, on-call, SLAs, runbooks, and knowledge base. - Hire, onboard, mentor, and manage a small IT support team. - Own incident response for end-user IT issues, including communications and post-incident reviews. - Manage vendors, contracts, and budgets for end-user IT and support tooling. - Supervise endpoint and user computing lifecycle: provisioning, configuration, maintenance, access management, and troubleshooting (Mac/Windows/Linux). - Own office IT infrastructure: connectivity, network security and segmentation, Wi‑Fi standards, and access control systems. - Own asset management and global logistics: inventory, audits, procurement, shipping, spares, repairs, replacements, and disposal. - Partner with Security on device baselines (MDM, encryption, patching, endpoint protection) and vendor security reviews. Bonus - Own internal AI enablement: use case intake, tooling administration, initial agent prototypes, training, and governance in partnership with Security and Legal/Compliance. What success looks like - Fast, consistent, and measurable support with improving CSAT and resolution times. - Reliable and secure office connectivity and access control. - Scalable onboarding and offboarding, and clear device lifecycle standards. - Safe, governed AI adoption with practical training and early internal agent wins. PURPOSE As an IT Operations Engineer your primary responsibility is to ensure the smooth running of our computer systems and maintaining them within the specified requirements, specifications, costs, and timelines. Responsibilities - Build and lead a small IT support team (24x7 coverage) while delivering internal projects. - Define the operating model for global IT support, including tiers, escalation paths, on-call rotations, and handoffs across time zones. - Hire, onboard, mentor, and performance-manage a small team of IT support engineers. - Establish service standards (SLAs), runbooks, and a knowledge base to ensure consistent support quality. - Balance BAU support work with continuous improvement and internal projects, prioritizing based on business impact. - Track and report on support performance (volume, response time, resolution time, customer satisfaction) and drive improvements. - Coordinate incident response for end-user IT issues, including stakeholder comms, post-incident reviews, and preventative actions. - Manage budgets and vendor contracts related to end-user IT and support tooling. - Supervise the implementation and maintenance of the company's computing needs. - Manage computer system installation, configuration, and maintenance (Windows/Mac/Linux) and accessories. - Ensure that systems are set up and functioning correctly according to requirements. - Moni ... (truncated, view full listing at source)