About the role
Lido Labs Foundation is seeking an experienced IT Manager to lead IT support operations and ensure contributors across the organisation receive reliable, secure, and high-quality technical support. This role sits at the intersection of user support, IT operations, vendor management, and internal service delivery. You will oversee the support function, work closely with teams such as DevOps and SecOps, and help build scalable IT processes for a remote-first environment. You will play a key role in improving the contributor experience, resolving recurring issues, managing IT assets and vendors, and ensuring IT operations are aligned with the organisation’s broader technical and operational goals. Key Scope Lead IT support operations, ensuring contributors receive timely, consistent, and high-quality support across hardware, software, access, network, and SaaS-related issues. Oversee the support team’s workflows, service standards, documentation, and escalation processes. Identify recurring issues and implement long-term solutions that improve reliability and reduce support burden. Create, maintain, and enforce IT policies related to device usage, software, access, support processes, and operational standards. Work closely with DevOps, SecOps, and other internal service teams to resolve complex technical issues requiring cross-functional expertise. Align support processes with internal service teams to ensure seamless service delivery and clear ownership across teams. Facilitate knowledge sharing between IT support and internal technical teams to improve troubleshooting, escalation, and resolution quality. Support IT projects such as system rollouts, migrations, infrastructure upgrades, access changes, and tooling improvements. Act as a bridge between contributors and internal service teams, providing feedback to improve systems, processes, and tools. Manage IT vendors, including procurement, onboarding, performance management, renewals, and off-boarding. Oversee IT asset procurement, inventory management, device lifecycle, and software licence management. Operate within the vendor governance framework defined by senior technology leadership, ensuring alignment with organisation-wide standards and policies. Develop and report on key IT support metrics, including service performance, user satisfaction, recurring issues, and improvement initiatives. Contribute to broader IT strategy by sharing insights from support trends, operational data, and contributor feedback.
