Head of IT Operations

1 dag geleden

Utrecht, Nederland Spotler Group Voltijd

**About Us**

Spotler is a leading software development company specializing in data driven marketing automation solutions that empower businesses across Europe and the UK. We value security as a critical component of our software development process and are committed to protecting our clients' data and our own platforms.

**Job Summary**

**Key Responsibilities**
- **_ Service Desk Management_**
- Lead and manage the internal service desk team to provide exceptional IT support to approximately 500 employees.
- Oversee the operation of the Jira ticketing system, ensuring tickets are logged, prioritized, and resolved efficiently according to established SLAs.
- Develop and implement service desk processes, best practices, and performance metrics to enhance support quality and response times.
- **_ Microsoft Office 365 Administration_**
- Manage the company-wide Microsoft Office 365 environment, including user provisioning, access controls, license management, and security settings.
- Implement and maintain Office 365 tools such as Exchange Online, SharePoint, OneDrive, and Teams to support collaboration and productivity.
- Monitor and optimize system performance, troubleshoot issues, and ensure high availability and reliability of services.
- Manage user onboarding and offboarding processes within Office 365, including account creation, license allocation, and access management.

**_
3. Jira Ticketing System Administration_**
- Administer the Jira ticketing system, configuring workflows, automation, and custom fields to streamline IT support processes.
- Analyze ticket data to identify trends, recurring issues, and areas for improvement in IT service delivery.
- Collaborate with other IT teams to implement enhancements to the Jira system, ensuring it meets the needs of various departments.

**_
4. User Training and Documentation_**
- Develop and maintain IT support documentation, including user guides, FAQs, and troubleshooting tips for common Office 365 and system issues.
- Conduct training sessions for employees on effective use of Office 365 tools and self-service resources to reduce support requests.
- Foster a culture of self-service and knowledge sharing through effective communication of IT resources and support channels.

**_ 5. Migration and Integration Projects_**
- Lead migration projects to integrate newly acquired companies' IT environments, focusing on Google Workspace and Microsoft Office 365 to Office 365 migrations.
- Collaborate with stakeholders from acquired entities to ensure a seamless transition, providing clear communication and support throughout the migration process.
- Identify and address technical challenges during migrations, ensuring mínimal disruption to business operations.

**_ 6. Strategic Planning and Process Improvement_**
- Develop and execute strategies for IT infrastructure growth and scalability, aligning with the company's overall business objectives.
- Identify opportunities for process automation, cost reduction, and system optimization within IT Operations.
- Stay up-to-date with industry trends and emerging technologies to recommend and implement relevant improvements.

**_ 7. Security and Compliance_**
- Partner with the Information Security team to implement robust security measures for Office 365 and other IT systems, including multi-factor authentication, data loss prevention, and regular audits.
- Ensure compliance with industry standards and regulations, such as GDPR, SOC 2, and ISO 27001, within the IT Operations function.
- Develop and maintain disaster recovery and business continuity plans for critical IT systems.

**Key Qualifications**
- Bachelor's degree in Information Technology, Computer Science, or a related field. A Master's degree or relevant certifications (e.g., Microsoft Certified: Enterprise Administrator Expert, ITIL) is a plus.
- 3+ years of experience in IT operations management, with a focus on Microsoft Office 365 administration and migration projects.
- Experience leading IT teams and managing IT environments, including Jira ticketing systems and cloud productivity platforms.
- Hands-on experience with Office 365 migration tools (e.g., BitTitan, PowerShell scripting) and integration of Google Workspace to Office 365.
- Strong understanding of IT service management (ITSM) practices, including incident management, change management, and problem management.
- Excellent problem-solving and analytical skills, with the ability to troubleshoot complex technical issues.
- Strong leadership and communication skills, capable of collaborating effectively with cross-functional teams and external stakeholders.
- Familiarity with cybersecurity best practices and compliance standards.

**What We Offer**:

- Excellent pension scheme without personal contribution.
- Travel allowance.
- 26 vacation days with the option to purchase 10 extra days.
- Hybrid working with reimbursement for internet costs.
- Unlimited access to mental health care via OpenUp.

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