IT Workplace Operations Lead

ABOUT THE TEAM:

The Information Technology (IT) team is the backbone of our organization, ensuring the seamless and secure operation of our technology. Our mission is to empower employees by providing reliable and innovative IT solutions that enable them to achieve their goals efficiently. We are dedicated to maintaining a robust and secure infrastructure, proactively addressing technical challenges, and offering exceptional support to foster a digitally driven and collaborative work environment.

The IT team plays a crucial role in managing our technology infrastructure, from resolving hardware and software issues to overseeing application updates and integrations, and monitoring SaaS applications, web traffic, and access to ensure a secure environment. We are committed to minimizing disruptions and ensuring uninterrupted access to essential resources through proactive support and timely resolutions.

ABOUT THE ROLE:

As IT Workplace Operations Lead, you will be responsible for ensuring a seamless, secure, and scalable IT Experience across our global workforce, hybrid workforce.This role is both hands-on and strategic -you’ll take an active role in both technical execution and team leadership, guiding a high performing team that supports our employees across locations.

You’ll oversee day-to-day IT Service delivery, infrastructure reliability, and user support, while also driving automation, process improvements, and cross-functional collaboration. Working closely with Workplace, Security, People Ops and Engineering teams, you’ll ensure that technology empowers our employees to do their best work-whether they’re in office or remote.

Key Responsibilities:

• Lead and manage IT operations for both in-office and remote teams, ensuring a smooth, efficient , and high-quality service delivery
• Provide strategic direction and hand-on support for IT service management processes, including incident, request , problem, and change management (aligned with ITIL or similar frameworks)
• Lead, mentor and develop a high-performing IT Operations team, providing guidance and fostering a culture of continuous improvements and collaboration.
• Manage IT infrastructure and endpoint management systems, including Intune,Jamf,SSO,MDM and core SaaS platforms, ensuring system availability and performance
• Oversee IT asset management, including procurement, life cycle tracking, provisioning, and secure decommissioning of devices and IT resources
• Ensure seamless employee experience by overseeing onboarding, offboarding and device management workflows, collaborating closely with People Ops and Security teams
• Collaborate with cross-functional teams, such as Engineering, Workplace and Security, to ensure alignment on technology initiatives, security policies, and operational improvements
• Drive automation and process efficiency, identifying and implementing opportunities to reduce manual work and enhance support through automation tools, scripting and system integrations
• Own reporting and performance tracking, presenting key metrics such as ticket volume, resolution time, uptime and user satisfaction to leadership
• Ensure compliance with company policies, security protocols and industry best standards, supporting audits, risk assessments and security posture improvements

Requirements:

• Proven track record leading IT Operations across engineering ,support, and site services, ensuring reliability and efficiency at scale
• Strong experience in implementing ITIL-based processes to drive standardization, reduce operational noise, and improve service delivery
• Skilled in balancing day-to-day operational demands with long-term strategic improvements including automation and process optimization
• Hands-on expertise with modern IT tools including Microsoft Intune, Meraki Wireless Networks, Jamf, Github and Terraform, with focus on Infrastructure as Code(IaC)
• Experiences in driving automation initiatives to eliminate respective tasks and streamline support operations
• Adept at building clear workflows, documentation, and accountability frameworks to transition teams from reactive to proactive operations
• Effective communicator with both technical teams and executive stakeholders, translating operational metrics into business impact
• Passionate about enabling productivity, scalability and a seamless end-user experience through strong IT foundations

WHAT WILL YOU GET IN RETURN:

• 25 days paid annual leave
• 3 paid days off for volunteering or L&D activities
• Extended maternity and paternity leave covered by the company
• Personal L&D budget in the amount of 1000 BGN per year
• Additional health & dental insurance
• Mental wellbeing platform
• Fully covered Multisports card
• Food vouchers
• Snacks, light food, drinks in the office
• WFH equipment allowance
• Sabbatical Leave
• Share options

TIDEAN WAYS OF WORKING

At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams.

While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.