Senior IT Operations Specialist, Black Kite

• 5+ years in IT operations or IT service delivery, including hands-on front-line support you're proud of — this role personally delivers help, not just manages it
• Vendor and contract management experience across a SaaS and hardware portfolio — negotiating renewals, managing service commitments, and holding suppliers accountable
• Hands-on administration of a modern SaaS stack: an identity/MDM platform (JumpCloud, Okta, Jamf, or Intune), Slack or comparable collaboration tools, and a Microsoft 365 tenant
• ITSM fundamentals — queue management, SLA design, and helpdesk metrics that mean something
• An automation instinct — you reach for directory-driven provisioning, workflow tools, or scripts before another manual runbook, and can point to where you've eliminated manual work
• Comfort operating inside a governance framework — separation of duties, recorded request trails, and access reviews are things you've lived with (SOC 2 or ISO 27001 environments), not obstacles to route around
• Procurement and asset lifecycle experience — hardware purchasing, license management, renewals
• The judgment to run clean handoffs — this role receives seven functions in sequenced phases, and each cutover needs runbooks, a named escalation path, and no dropped tickets

Desirable

• You will own IT service delivery at Black Kite end to end. You are the person people count on for fast, reliable support and clean, well-run provisioning
• You inherit working systems, documented handoffs, and a governance model that is already designed, so you can move fast without reinventing the operating model
• What you bring is the judgment and independence to run it well day to day: triaging and resolving support issues, managing the device lifecycle, keeping the SaaS portfolio clean, and steadily automating away manual work
• You also own the technical experience of the office itself — conference room AV, network and connectivity setup, and equipping the space for all-hands meetings, offsites, and company events, so every session runs without a hitch
• This is an individual contributor role built for someone who works autonomously, takes ownership of a defined set of operational responsibilities without needing direction, and is equally comfortable in a support ticket, a vendor renewal conversation, and setting up the room before an all-hands
• Front-line IT support. You are the face of IT at Black Kite. Triage, resolution, and the day-to-day experience of getting help. You'll set the bar for what responsive, well-run support feels like here
• Computer purchasing, preparation, and deprovisioning. A documented lifecycle, start to finish, that you run and continuously improve
• Collaboration and work management platforms. Slack, Zoom, Asana, and Neat room systems. Provisioning, workspace administration, app approvals, and usage reporting
• Productivity suite. Office 365 tenant administration, licensing, and application support
• AI platform administration. Seat provisioning, spend administration, and workspace management for Claude Enterprise and ChatGPT Enterprise, working alongside the security team's governance program
• Endpoint and desktop. The JumpCloud-managed fleet — hardware ordering and preparation, enrollment and imaging, software deployment, break/fix, and lifecycle. You hold the operational admin keys here, working in a clean, well-defined partnership with security on policy and audit
• Onboarding and identity operations. New user onboarding end to end, from ordering the computer to day-one readiness, plus clean terminations and directory hygiene. You'll build directory-driven lifecycle automation wherever platforms support it, and where it doesn't exist yet, you'll work through clear, recorded provisioning requests
• Helpdesk and the Suptask platform. You own the platform and the internal helpdesk queue outright, with security running its own forms and escalation workflows as a first-class tenant inside the system you administer
• SaaS license administration. Assignment, reclamation of unassigned seats, renewal prep, and cost visibility across the managed portfolio
• Office and event technical setup. Conference room AV, network and connectivity, and equipment readiness for all-hands meetings, offsites, and company events. You make sure the room works before anyone notices it needed to
• HOW THIS ROLE WORKS WITH SECURITY:
• You'll work closely with security in a partnership built for clarity: they set policy baselines, review new platforms before launch, and hold audit rights; you run operations
• Under the company's Ownership by Design standard, every platform carries three named roles from day one — a business owner, an administrator, and an access grantor
• You'll be the default administrator for IT-owned platforms, and, where designated, the access grantor executing against approved requests
• It's a structure built so both teams can move fast without stepping on each other
• WHAT SUCCESS LOOKS LIKE IN YEAR ONE:
• Internal IT support runs on defined service levels and is measurably faster than before, with hardware purchasing and deprovisioning on a documented lifecycle
• All seven transferred functions are cut over with runbooks, named ownership, and no regression in service
• Directory-driven provisioning automation covers the majority of joiner/mover/leaver events, with every manual grant on a recorded request trail
• The first post-transition access review closes with no findings attributable to IT-executed grants
• Unassigned license spend is identified and materially reduced at renewal