IT Operations Team Lead

At Raven Pack, we are at the forefront of developing the next generation of generative AI tools for the finance industry and beyond. With 20 years of experience as a leading big data analytics provider for financial services, we empower our clients- including some of the world's most successful hedge funds, banks, and asset managers to enhance returns, reduce risk, and increase efficiency by integrating public information into their models and workflows.

Building on this expertise, we are launching a new suite of GenAI and SaaS services, designed specifically for financial professionals.

Join a Company that is Powering the Future of Finance with AI

Raven Pack has been recognized as the Best Alternative Data Provider by Waters Technology and has been included in this year's Top 100 Next Unicorns by Viva Technology. Raven Pack has launched Bigdata, our Gen-AI platform tailored for finance, which is already being recognized as the #1 platform for powering financial AI agents.

European legal working status is required.

As IT Support Team Lead, you will be responsible for both the quantity and quality of the business value delivered by IT Support operations. You will ensure team performance, service continuity, delivery planning and sustainable team growth, while staying close to the technology through hands-on escalation handling, systems administration and automation.

You will translate operational needs into structured delivery, keep people, priorities, reporting and execution aligned, and create the conditions for reliable service across the business.

• Act as the senior escalation point for complex incidents and service requests.
• Administer and maintain core IT systems, identity platforms and endpoint tooling.
• Perform endpoint, identity and access management tasks (onboarding, offboarding, access reviews).
• Build and improve automation and scripts to reduce manual effort.
• Validate that tools, dashboards and integrations work as expected.
• Contribute to vulnerability remediation and security hygiene across managed endpoints.

• Plan team capacity, workload and growth; assess capability gaps.
• Set priorities and oversee bi-weekly sprint and quarterly planning.
• Mentor, coach and develop engineers through regular 1:1s and touch points.
• Produce stakeholder and leadership reporting (M , Q , A ).
• Manage stakeholder and vendor relationships.
• Approve or shape changes, projects and execution priorities.

• Departmental growth, workforce management and recruitment support.
• Escalation management and removal of blockers to delivery.
• Change management approval and service management governance.
• Project planning, approval and delivery accountability.
• Operational maintenance oversight and delivery governance.
• Equipment budget planning and assessment of technology utility, adoption and ROI.
• Clear, consistent communication with stakeholders across the business.

• Critical thinking: Assesses trade-offs across service, staffing and delivery priorities.
• 360 business view: Connects operational decisions to broader company needs.
• Strategic and technical confidence: Guides priorities while remaining credible and hands-on in technical discussions.
• Hands-on technical depth: Resolves complex escalations and administers core systems directly.
• Process orientation: Builds repeatable team cadences, controls and review mechanisms.
• Communication: Reports clearly to stakeholders and aligns the team consistently.
• Collaboration and negotiation: Balances competing needs across teams, vendors and timelines.
• Data-driven management: Uses metrics to steer workload, quality and growth planning.

• Service & Work Management
  • Technologies: Jira Service Management (HDS help desk), Jira, Confluence.
  • How they are used: Ticket handling, queues, SLAs, project tracking, runbooks and documentation.
• Identity & Access
  • Technologies: Okta SSO, AWS IAM Identity Center, AWS IAM.
  • How they are used: Single sign-on, user lifecycle, access provisioning and reviews.
• Endpoint Management & Security
  • Technologies: Ninja One, Crowd Strike Falcon, Google MDM, Vanta.
  • How they are used: Device management, patching, endpoint protection, compliance and vulnerability tracking.
• Monitoring
  • Technologies: Datadog, Zabbix, Net Data, AWS Cloud Watch.
  • How they are used: System health, capacity and performance monitoring.
• Assets & Workstations
  • Technologies: Snipe-IT, Proxmox, WSL / Ubuntu.
  • How they…