TechOps Manager

hx had an exceptionally successful 2021 - tripling ARR and growing our team from 12 people to over 50, with plans to grow to 100+ by the end of 2022 - all on the back of closing an $18m Series A Fundraise with Highland Europe. To support growth plans we are looking for a Tech Ops Manager to help us build out the Modern Workplace of the future, one that enables everyone at hx to succeed in their roles wherever in the world they are. Our HQ is in London but our workforce are scalling globally. We are passionate about utilising modern technologies and forward thinking solutions to drive innovation in how we operate.

Reporting directly into the Head of Operations, this is a unique opportunity to join as our first hire into the Tech Ops team, with the opportunity to help define this part of our business, combined with the responsibility to execute on our requirements. The role involves building out our internal business infrastructure, working with the latest workplace technologies, supporting the wider business around their day-to-day technical needs as well as overseeing cyber/information security for hx. We are looking for someone who will challenge the norm by bringing a new way of thinking around technology change - underpinned by modern cloud principles. All with the mindset of automate and outsource to drive scale and a culture of self-serve within hx.

We run on 100% cloud infrastructure including (but not limited to): Microsoft Business 365, Gitlab, Jira, Azure Active Directory, Bitdefender, Lastpass, Hibob, Lattice, ClickUp, Miro and Notion. Our team run on multiple operating systems: MacOS, Linux and Windows.

This role would suit someone who is highly-driven, has a passion for continuous self-learning, a deep interest in new technologies and a desire to make an impact on the entire organisation.

What the role involves (Key Responsibilities)

• Helping design, build out and implement our internal business infrastructure, identifying opportunities to improve processes with automation and new tools.
• Management of IT software and hardware into the business.
• In addition to supporting hx's business tech stack, being accountable for our internal systems including - email, identity management, MDM, domain and DNS management, MFA, cloud telephony, and desk-side support. This includes owning the maintenance, troubleshooting and extension of new and existing internal systems.
• Set up and management of our IT Service Desk to solve business wide technical issues, identifying and eradicating the causes of commonly logged tickets. Triage first to third line support queries.
• Troubleshoot technical issues across macOS, Linux & Windows operating systems & cloud SaaS.
• Leading hx on info and cybersecurity ensuring we remain ISO27001 Compliant. Provide regular information/cyber security and business technology training/updates to the rest of the business.
• Explore and implement value-adding technology solutions in line with the business strategy.
• Work alongside operations and senior stakeholders to support a smooth onboarding and off-boarding of team members.
• Vendor Management - manage third party providers for our expanding selection of SaaS softwares; obtain competitive quotes, update and renegotiate technology related licenses and third-party agreements, manage contract renewal dates and notice periods to ensure business continuity. Being able to report on utilisation of products including ROI.
• Create and maintain playbooks and other guides.
• Being able to identify areas that would benefit from outsourcing to drive scalability and improve efficiencies e.g. hardware provisioning and areas of IT support
• You don’t mind getting your hands dirty - you like to get involved with all aspects of IT and everything that comes with it. No job is too big or small for you.

Initial Deliverables

• Immediately take ownership of the day-to-day management of all existing IT processes (including those that are currently outsourced) including:
  • Management of existing assets at hx
  • Hardware and software support for onboarding and off-boarding new members
  • Ownership of ISO27001 and our ISMS process
  • Taking ownership of our existing business technology stack
• Own the InfoSec workstream, including establishing the InfoSec team with senior representation from across the business, and identify immediate improvements to security within hx, including the onboarding of an MDM system
• Build out the IT service desk and Front line support
• Quickly establish areas suitable for outsourcing
• By applying an approach of self-serve, outsource, and automate within 6 months, you should be managing the above through reporting dashboards and SLAs, and therefore be in a position to proactively build a tech enabled business.
• Thereby supporting the Head of Operations in helping design a business infrastructure for creating a modern workplace, including helping indentify business processes that could benefit from further automation e.g. Global Onboarding.

Skills/Requirements

• Have a passion for business technology, cloud (SaaS) technologies and cyber/information security
• Proven experience as an IT Manager / TechOps Manager/ Workplace Engineer or similar role
• Experience designing, deploying, and supporting internal IT systems
• Comfortable working with multiple operating systems (Linux, MacOS and Windows)
• Hands-on experience working with Microsoft Azure and 365 suite including SSO/ SAML and integration of these with Azure
• Experience managing and implementing workplace technologies
• Demonstrable automation experience
• Good understanding of service management (ITIL) including Change Management, formal Service Levels and process design
• Excellent organisational and interpersonal skills
• Excellent knowledge of End User Computing at scale
• Experience with managing and IT budget (hardware/software)
• A good understanding of ISO27001 and Cyber Essentials
• Thrives in an ambiguous and fast changing environment with a can-do attitude and a willingness to adapt to the business needs.
• Experience working within a b2b scaleup (desirable)
• Programming and scripting skills (desirable)

What do we offer?

• Competitive salary + very staff-friendly EMI share options
• £5,000 annual learning & development allowance
• Private healthcare (inc. dental) insurance through Vitality
• Enhanced pension scheme through Penfold
• 33 days annual leave (inc. public holidays)
• Top-spec equipment (laptop, mechanical keyboards, screens, etc)
• Regular remote hackathons, lunch & learns, socials and games nights
• Team breakfasts and lunches, snacks, drinks fridge, fun office @ The Ministry
• Monthly team socials
• Huge opportunity for personal development and mastery as we grow together
• Annual team trip somewhere warm!

Diversity @ hx

We are committed to diversity and equal opportunity. We’re a talented and high-energy, but low-ego and kind team who believes that the more inclusive we are, the better our work and culture is. We are not yet where we want to be in terms of balance, but it is our mission to build a team that represents a variety of backgrounds and perspectives and we are working hard towards that goal.

If you like the sound of this role but you’re not totally sure whether you’re the right fit – please apply anyway and we’ll let you know either way. Remember: you miss every shot you don’t take!