Senior IT Operations Specialist

Join Black Kite as a Senior IT Operations Specialist, where you will be responsible for end-to-end IT service delivery. You will inherit established systems and a governance model, allowing you to quickly make an impact. Your role will involve triaging and resolving support issues, managing the device lifecycle, maintaining the SaaS portfolio, and automating manual tasks. You will also oversee the technical experience of the office, including conference room AV, network setup, and event preparation. This is an individual contributor role that requires autonomy and ownership of operational responsibilities.

• Assurer la livraison des services informatiques de manière efficace et rapide, en gérant les problèmes de support et en automatisant les processus manuels.
• Gérer le cycle de vie des appareils, y compris l'achat, la préparation et la déprovisionnement des ordinateurs, ainsi que l'administration des licences SaaS.
• Collaborer avec l'équipe de sécurité pour garantir la conformité et la sécurité des systèmes informatiques, en exécutant les demandes d'accès approuvées.
• Hands-on administration of a modern SaaS stack: an identity/MDM platform (JumpCloud, Okta, Jamf, or Intune), Slack or comparable collaboration tools, and a Microsoft 365 tenant
• Vendor and contract management experience across a SaaS and hardware portfolio — negotiating renewals, managing service commitments, and holding suppliers accountable
• ITSM fundamentals — queue management, SLA design, and helpdesk metrics that mean something
• Procurement and asset lifecycle experience — hardware purchasing, license management, renewals
• An automation instinct — you reach for directory-driven provisioning, workflow tools, or scripts before another manual runbook, and can point to where you've eliminated manual work
• Comfort operating inside a governance framework — separation of duties, recorded request trails, and access reviews are things you've lived with (SOC 2 or ISO 27001 environments), not obstacles to route around
• 5+ years in IT operations or IT service delivery, including hands-on front-line support you're proud of — this role personally delivers help, not just manages it
• The judgment to run clean handoffs — this role receives seven functions in sequenced phases, and each cutover needs runbooks, a named escalation path, and no dropped tickets
• Administration of enterprise AI platforms (Claude, ChatGPT, or Copilot workspaces)
• Experience as the sole or lead IT operator at a company, owning the function independently without a large team around you
• Workflow automation experience, ideally with n8n (our automation platform), or scripting (Python, PowerShell)
• SaaS spend management or FinOps exposure