We’re hiring a dedicated IT Operations & Systems Specialist to support and manage our internal IT systems and infrastructure. This role will help ensure the smooth running of our digital environment and act as a key operational link between teams and systems.
This role goes beyond traditional IT support. We are seeking someone who can think proactively, anticipate challenges, identify cross-system synergies, and support scalable processes that drive efficiency across our international organization. You’ll contribute to the technical side of operational projects, support the rollout of new systems, and help ensure the business runs smoothly — not just by troubleshooting issues but by proactively shaping our IT operations, systems and organizational structure.
You’ll report directly to the Global People & Operations Manager while receiving technical guidance and mentoring from our Fractional Head of Technology.
Key Responsibilities:
- Provide first-line IT support to global staff across platforms, including Microsoft Teams, Outlook, SharePoint, and other SaaS systems, while overseeing the IT support ticketing process end-to-end — including issue triage, troubleshooting, escalation management, and ensuring timely resolution through the internal support mailbox.
- Take ownership of documenting and continuously improving internal processes, SOPs, onboarding materials, system usage guidelines, and recurring operational workflows to help standardise ways of working with tech across global teams.
- Manage onboarding/offboarding and user permissions for systems such as Microsoft 365, Salesforce, HubSpot, Stripe, and others.
- Troubleshoot system issues and liaise with vendors for escalations.
- Maintain oversight of tools and platforms, track new features, coordinate internal training, and ensure optimal use.
- Ensure compliance with cybersecurity, data privacy, and GDPR standards.
- Oversee IT asset management, including maintaining an accurate inventory of devices, software licenses, and spare equipment; ensuring lifecycle tracking, compliance, and proper allocation across the organization.
- Support strategic IT operations and take ownership of new projects with potential for growth.
- Assist in the implementation and rollout of new systems across teams.
Key Relationships:
- Reports to: Global People & Operations Manager
- Direct reports: N/A
- Key collaborators: Fractional Head of Technology, Central Hub teams
- Key internal stakeholders: all TTG internal staff
- Key external stakeholders: system/IT service vendors
Decision Rights
What can this role decide, approve, or escalate?
- Prioritise and coordinate day-to-day IT operations and administrative support activities.
- Manage and follow up directly with internal staff on IT requests, incidents, and system-related queries
- Identify, investigate, and escalate unusual patterns, discrepancies, security concerns, or operational issues across TTG technology systems.
- Recommend and support process standardization and improvements, automation initiatives, and system optimisation opportunities to enhance operational efficiency and security.
Boundaries & Exclusions
What does this role not own, especially where overlap with other roles is possible?
- Ownership of company-wide IT strategy, architecture, or long-term technology roadmap.
- Final approval for software procurement, vendor contracts, or major system changes.
- Software development.
- Cybersecurity governance, compliance sign-off, or formal risk ownership.
- Budget ownership and approval authority for IT-related expenditures.
- Final decision-making on infrastructure upgrades or enterprise system implementations.
- Senior leadership reporting on company-wide technology performance or transformation initiatives.
- Functional process ownership outside of system support and operational enablement.
Interfaces & Handoffs
Where does the role begin and end when it comes to shared workflows?
- Receives IT support requests, system access needs, incident reports, and operational queries from internal staff and external vendors
- Coordinates and manages day-to-day IT operational tasks in line with established processes, service standards, and security practices
- Troubleshoots and resolves routine system, access, hardware, and software issues, escalating unresolved or higher-risk matters where required
- Maintains accurate IT documentation, asset records, user access logs, and operational tracking within agreed systems and workflows
- Supports system onboarding, offboarding, user account administration, and operational setup activities across teams
- Collaborates with functional teams and external providers to improve system usability, operational efficiency, and process automation opportunities
- Escalates critical incidents, recurring technical issues, or infrastructure concerns to senior IT leadership or external specialists for resolution