IT Workplace Enablement Lead

ABOUT TIDE

At Tide, we are building a business management  platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.

Launched in 2017, Tide is now used by over 1 million small businesses across the world and is available to UK, Indian and German SMEs. Headquartered in central London, with offices in Sofia, Hyderabad, Delhi, Berlin and Belgrade, Tide employs over 2,000 employees.

Tide is rapidly growing, expanding into new products and markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.

ABOUT THE TEAM

The Information Technology (IT) team is the backbone of our organization, ensuring the seamless and secure operation of our technology. Our mission is to empower employees by providing reliable and innovative IT solutions that enable them to achieve their goals efficiently. We are dedicated to maintaining a robust and secure infrastructure, proactively addressing technical challenges, and offering exceptional support to foster a digitally driven and collaborative work environment.

The IT team plays a crucial role in managing our technology infrastructure, from resolving hardware and software issues to overseeing application updates and integrations, and monitoring SaaS applications, web traffic, and access to ensure a secure environment. We are committed to minimizing disruptions and ensuring uninterrupted access to essential resources through proactive support and timely resolutions

ABOUT THE ROLE

As IT Workplace Operations Lead you will oversee the smooth operation of workplace IT Services,ensuring a seamless and efficient experience for employees.You will lead the IT Enablement team, focusing on KTLO tasks,IT Support, corporate network management and process optimisation.Your role will be crucial in maintaining high service levels and driving continuous improvements in IT Operations

Key Responsibilities:

• Lead the IT Workplace enablement team, ensuring efficient IT Support and incident resolution
• Oversee ticket management, troubleshooting and service requests ensuring SLAs are met.
• Develop and refine IT Operational Process to improve efficiency and service delivery
• Act as the escalation point for complex technical issues and high priority incidents
• Serve as the primary liaison between IT Engineering and end users for support-related matter,
• Collaborate with IT Engineering to escalate and resolve complex issues
• Drive automation and self service initiatives to enhance IT support scalability
• Monitor IT Infrastructure and proactively address potential issues before they impact users
• Lead IT asset management, onboarding/offboarding process, and user life cycle management
• Manage and optimize Key IT systems, including Google Workspace, MDMs, CASB & DLP
• Provide regular reports on IT Performance, incidents and areas of improvements
• Manage and maintain corporate network , ensuring reliability, security and optimal performance

WHAT WE ARE LOOKING FOR

• Experienced IT Service Desk Leader - You have track record of leading IT Support teams, managing escalations, and driving operational excellence
• Technical Expertise - You bring hands-on experience with Google Workspace,Intune,Jamf & ITSM tools ensuring seamless workplace IT support
• Process-Oriented & ITIL-Savvy - You understand ITIL best practices and can streamline service desk operations to enhance efficiency
• User centric approach -  You prioritize end-user experience, providing clear communication and effective solutions
• Proactive Problem-Solver - You anticipate IT Challenges, drive automations and implement improvements to optimize support services
• Collaborative Team player and Mentor - You thrive in cross-functional IT environments,mentoring teams while working closely with stakeholders.

WHAT YOU WILL GET IN RETURN

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves
• 3 paid days off for volunteering or L&D activities
• Stock Options

TIDE IS A PLACE FOR EVERYONE

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives. 

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.

You personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.