IT Operations Lead

Own the day-to-day delivery and continuous improvement of ONI’s internal IT environment across our sites in the USA and UK, as well as supporting employees in other locations. Serve as the senior hands-on technical lead for IT operations, working closely with ONI’s outsourced IT support provider while taking ownership of core systems, infrastructure, security, access, service quality, and IT projects. This role is expected to operate independently, act as the internal escalation point for complex issues, identify risks and opportunities for improvement, and take ownership of practical solutions that strengthen ONI’s day-to-day IT operations.

Global IT Support and Service Provider Management:

• Ensure employees primarily in the USA and UK, and employees in other locations as required, receive responsive and effective IT support through ONI’s outsourced IT support provider.

• Act as ONI’s senior internal escalation point for complex, sensitive, or business critical hardware, software, identity, access, and network issues that require deeper knowledge of ONI’s systems or business needs.

• Manage the day-to-day relationship with ONI’s outsourced IT support provider, including service quality, escalations, ticket trends, prioritization, documentation, and timely resolution of incidents and requests.

• Provide hands on technical support to executives and other business critical users when appropriate, particularly for escalated or complex issues.

Systems and Infrastructure Administration:

• Proactively administer, maintain, and improve ONI’s core IT systems and infrastructure, including endpoints, identity platforms, networks, collaboration tools, and office technology.

• Monitor system health, capacity, reliability, and security, and address issues before they materially affect business operations.

• Own technical administration of ONI’s Microsoft environment, including Microsoft 365 and Microsoft Entra , together with SSO, endpoint management, device management, and related business systems as applicable.

• Maintain video conferencing and office connectivity solutions across ONI locations.

Security, Access, and Compliance

• Administer user identities, privileged accounts, SSO, and access controls using the principle of least privilege.

• Partner with internal stakeholders and external providers on information security reviews, remediation actions, and security improvement initiatives.

• Support ONI’s compliance obligations and security frameworks, including GDPR, Cyber Essentials, ISO 27001, or other applicable requirements.

• Manage and support access to company facilities where IT systems are involved, helping protect the physical security of the business.

IT Projects and Continuous Improvement:

• Lead the technical delivery of IT projects from requirements and solution evaluation through implementation, documentation, and handover.

• Identify opportunities for automation, standardization, and process improvement that increase reliability, security, efficiency, and user experience.

• Evaluate new software and hardware solutions, provide technical recommendations, and coordinate implementation with relevant stakeholders and vendors.

• Use scripting and automation where appropriate to reduce repetitive administration and improve control.

Business Continuity and Operational Resilience

• Maintain practical backup, recovery, and continuity procedures for critical IT services and ensure they are tested and kept current.

• Identify material IT operational risks and elevate them to the CFO with clear recommendations and options.

• Coordinate response to significant IT incidents and ensure lessons learned are documented and acted upon.

Hardware, Software, and Vendor Management

• Own the lifecycle of company hardware and software assets, including procurement, deployment, inventory, maintenance, wipe, rebuild, reissue, and retirement.

• Maintain accurate records of IT stock, assignments, licenses, renewals, and key vendor information.

• Own the operational relationship with ONI’s outsourced IT support provider and work with security, telecommunications, software, and other technology vendors to resolve issues, manage escalations, and deliver services…