IT Team Lead

Overview

The IT Manager at Keen is responsible for owning, managing, and continuously improving the company's entire IT infrastructure and technology environment. This role ensures that Keen's systems are secure, reliable, scalable, and aligned with business needs, enabling teams to work efficiently and without disruption. The IT Manager will act as the strategic and operational owner of IT, overseeing vendors, infrastructure, platforms, security, and internal IT support, while managing and developing the IT Coordinator who handles day-to-day support activities.

• IT Infrastructure & Network Management – Own and manage Keen s full IT infrastructure, including networks, hardware, software, and cloud-based services
• IT Infrastructure & Network Management – Manage relationships with Internet Service Providers (ISPs), ensuring stable, high-performance connectivity at all times
• IT Infrastructure & Network Management – Proactively assess connectivity performance and make recommendations on ISP selection, redundancy, and failover solutions
• IT Infrastructure & Network Management – Monitor and maintain network health, including switches, access points (APs), firewalls, and related infrastructure
• IT Infrastructure & Network Management – Ensure uptime, performance, and reliability across all office and remote working environments
• IT Infrastructure & Network Management – Maintain a comprehensive Asset Register, ensuring all hardware and software licenses are tracked, tagged, and audited regularly

• Platform & Systems Ownership – Own and administer Microsoft 365 environment including and not limited to Microsoft Intune and Microsoft Entra (Azure AD) environments
• Platform & Systems Ownership – Ensure devices, users, and applications are correctly installed, configured, secure, and up to date
• Platform & Systems Ownership – Manage device lifecycle processes (onboarding, offboarding, replacements, upgrades)
• Platform & Systems Ownership – Maintain system patching, updates, and compliance policies across all devices

• Vendor & Third-Party Management – Engage, evaluate, and manage all IT vendors and service providers
• Vendor & Third-Party Management – Ensure Keen receives best-in-class solutions, coverage, and value for money
• Vendor & Third-Party Management – Negotiate contracts, manage renewals, and ensure vendors meet agreed SLAs
• Vendor & Third-Party Management – Identify opportunities to consolidate tools, improve efficiency, or reduce costs
• Vendor & Third-Party Management – Manage the IT budget (OPEX and CAPEX), tracking spend against forecasts and optimizing software licensing to prevent wastage

• Security, Compliance & Risk Management – Own IT security best practices across the business
• Security, Compliance & Risk Management – Implement and maintain security policies, access controls, and data protection measures
• Security, Compliance & Risk Management – Monitor risks, vulnerabilities, and incidents, and take corrective action where required
• Security, Compliance & Risk Management – Ensure compliance with relevant data protection and security standards appropriate to Keen s operations

• Day-to-Day IT Operations – Oversee daily IT operations and ensure smooth functioning of all systems
• Day-to-Day IT Operations – Proactively identify and resolve infrastructure or system issues before they impact the business
• Day-to-Day IT Operations – Maintain documentation for systems, processes, and configurations
• Day-to-Day IT Operations – Provide escalation support for complex technical issues when required
• Day-to-Day IT Operations – Establish SLA s and implementing/managing ticket systems

• Team Leadership & People Management – Manage, support, and develop the IT Coordinator, who handles day-to-day IT administration and user support
• Team Leadership & People Management – Set clear priorities, workflows, and performance expectations for the IT function
• Team Leadership & People Management – Coach and upskill the IT Coordinator to improve service delivery and technical capability
• Team Leadership & People Management – Implement or refine IT support workflows (ticketing systems) to track response times, identify recurring issues, and measure…