Technical Support Operations Manager

Who you are

• Proven experience managing a small team whilst being hands on with end users (ideally within technical support)
• Extensive experience with end user support and solving complex internal problems
• Experience with Identity & Access Management (SSO)
• Experience working with non-technical teams and leading the process for onboarding, offboarding, ticketing systems and much more
• Proficiency in Python, Bash, SQL or Go to automate repetitive operational workflows
• Ability to build the strategy of a systems admin group
• Knowledge of security best practices
• Experience with developer experience tools
• Excellent documentation skills, with focus on accuracy and clarity

What the job involves

• In this role, you will oversee the Technical Operations team, focusing on user-facing IT support, application integration and platform operations
• This is a hands-on role, where you will be responsible for delivering stable, scalable and high performing services across all of Isomorphic Labs, whilst leading and growing a team
• This position offers a unique opportunity to design and shape our support and systems integration strategy, drive infrastructure automation, and ensure a highly productive environment for our Scientists, Researchers and Engineers
• Oversee and manage the integration of our suite of internal, multi-user tools and applications, owning the full software lifecycle of applications
• Evolve our support model by building and improving how technical support operates, navigating the complex Alphabet/Google Ecosystem
• Manage, mentor and build a high performing, collaborative team
• Work with Stakeholders across the business such as Workplace, Engineering and Scientists to partner with and deliver on the technical operations roadmap

Benefits

• Pension contribution
• Health and wellness benefits
• Enhanced parental support
• Development opportunities
• Hybrid model: It’s hugely important for us to share knowledge and build strong relationships with each other, and we find it easier to do this if we spend time together in person. This is why we follow a hybrid model, and would require you to be able to come into the office 3 days a week (currently Tuesday, Wednesday, and one other day depending on which team you’re in).