IT Operations Team Lead

About us

At RavenPack, we are at the forefront of developing the next generation of generative AI tools for the finance industry and beyond. With 20 years of experience as a leading big data analytics provider for financial services, we empower our clients-including some of the world's most successful hedge funds, banks, and asset managers-to enhance returns, reduce risk, and increase efficiency by integrating public information into their models and workflows. Building on this expertise, we are launching a new suite of GenAI and SaaS services, designed specifically for financial professionals.

Join a Company that is Powering the Future of Finance with AI

RavenPack has been recognized as the Best Alternative Data Provider by WatersTechnology and has been included in this year’s Top 100 Next Unicorns by Viva Technology. RavenPack has launched Bigdata, our Gen-AI platform tailored for finance, which is already being recognized as the #1 platform for powering financial AI agents.

European legal working status is required.

About this role

As IT Support Team Lead, you will be responsible for both the quantity and quality of the business value delivered by IT Support operations. You will ensure team performance, service continuity, delivery planning and sustainable team growth, while staying close to the technology through hands-on escalation handling, systems administration and automation.

You will translate operational needs into structured delivery, keep people, priorities, reporting and execution aligned, and create the conditions for reliable service across the business.

Role Balance

50% Hands-on Technical Work

• Act as the senior escalation point for complex incidents and service requests.

• Administer and maintain core IT systems, identity platforms and endpoint tooling.

• Perform endpoint, identity and access management tasks (onboarding, offboarding, access reviews).

• Build and improve automation and scripts to reduce manual effort.

• Validate that tools, dashboards and integrations work as expected.

• Contribute to vulnerability remediation and security hygiene across managed endpoints.

50% Team Leadership

• Plan team capacity, workload and growth; assess capability gaps.

• Set priorities and oversee bi-weekly sprint and quarterly planning.

• Mentor, coach and develop engineers through regular 1:1s and touch points.

• Produce stakeholder and leadership reporting (MBR, QBR, ABR).

• Manage stakeholder and vendor relationships.

• Approve or shape changes, projects and execution priorities.

Key Responsibilities

• Departmental growth, workforce management and recruitment support.

• Escalation management and removal of blockers to delivery.

• Change management approval and service management governance.

• Project planning, approval and delivery accountability.

• Operational maintenance oversight and delivery governance.

• Equipment budget planning and assessment of technology utility, adoption and ROI.

• Clear, consistent communication with stakeholders across the business.

Skills & What Success Looks Like

• Critical thinking: Assesses trade-offs across service, staffing and delivery priorities.

• 360° business view: Connects operational decisions to broader company needs.

• Strategic and technical confidence: Guides priorities while remaining credible and hands-on in technical discussions.

• Hands-on technical depth: Resolves complex escalations and administers core systems directly.

• Process orientation: Builds repeatable team cadences, controls and review mechanisms.

• Communication: Reports clearly to stakeholders and aligns the team consistently.

• Collaboration and negotiation: Balances competing needs across teams, vendors and timelines.

• Data-driven management: Uses metrics to steer workload, quality and growth planning.

Key Technologies & Tools

• Service & Work Management

  • Technologies: Jira Service Management (HDS help desk), Jira, Confluence.

  • How they are used: Ticket handling, queues, SLAs, project tracking, runbooks and documentation.

• Identity & Access

  • Technologies: Okta SSO, AWS IAM Identity Center, AWS IAM.

  • How they are used: Single sign-on, user lifecycle, access provisioning and reviews.

• Endpoint Management & Security

  • Technologies: NinjaOne, CrowdStrike Falcon, Google MDM, Vanta.

  • How they are used: Device management, patching, endpoint protection, compliance and vulnerability tracking.

• Monitoring

  • Technologies: Datadog, Zabbix, NetData, AWS CloudWatch.

  • How they are used: System health, capacity and performance monitoring.

• Assets & Workstations

  • Technologies: Snipe-IT, Proxmox, WSL / Ubuntu.

  • How they are used: Hardware asset tracking, virtualisation and workstation environment setup.

• Cloud, Code & Scripting

  • Technologies: AWS (EC2, Secrets Manager), GitLab (merge requests), PowerShell, SSH, Python, Bash.

  • How they are used: Infrastructure support, version-controlled changes and automation.

• Passwords & Secrets

  • Technologies: Keeper, AWS Secrets Manager.

  • How they are used: Credential management and secure secret storage.

• People & Business Systems

  • Technologies: HiBob, Lattice, WorkRamp, Microsoft Office.

  • How they are used: HR integration, onboarding/offboarding, licence management and productivity.

• AI Enablement

  • Technologies: Claude Tag, Rovo ITSupport agent.

  • How they are used: AI-assisted support and secure, auditable agent integrations.

Preferred Experience

• Proven experience leading an IT Support or IT Operations team while remaining hands-on.

• Strong working knowledge of ITSM practices, ideally with Jira Service Management.

• Experience with identity, endpoint management and security tooling in a cloud-first environment.

• Familiarity with AWS and scripting/automation (PowerShell, Python, Bash).

• Experience with change management, vendor management and stakeholder reporting.

• Exposure to compliance-oriented environments (e.g. ISMS, security audits) is a plus.

How Success Is Measured

• Healthy, well-managed team workload.

• Monthly, quarterly and annual business reviews (MBR / QBR / ABR).

• Growth against annual and quarterly goals and annual business plan progress.

• Delivery predictability and operational quality trends.

• Visible balance between leadership responsibilities and hands-on technical contribution.

Behaviours We Value

• Business-oriented

  • What we value: Translates between technical and operational needs.

  • What we avoid: Operating only at task level without connecting work to business outcomes.

• Available, Communicative and Decisive

  • What we value: Available, communicative and decisive.

  • What we avoid: Delaying decisions or leaving priorities ambiguous.

• Accountable

  • What we value: Accountable for delivery and team growth.

  • What we avoid: Focusing on output while neglecting people development.

• Mentor, Teacher and Leader by Example

  • What we value: A mentor, teacher and leader who leads by example, including hands-on.

  • What we avoid: Using authority without coaching or context.

• Level-headed

  • What we value: Level-headed during arbitration and escalations.

  • What we avoid: Amplifying pressure or confusion during operational conflict.

• Ownership

  • What we value: Owns outcomes across planning, reporting and execution.

  • What we avoid: Delegating responsibility without maintaining oversight.

Why This Role Matters

IT Support is at the heart of how RavenPack works every day. In this role you will shape a reliable, secure and well-run support function, grow a capable team, and directly influence the tools and practices that keep the business productive, while keeping your technical skills sharp.

What's in it for You?

• Growth Opportunity: Join a rapidly growing company with 180+ team members with offices in New York, Madrid, and Marbella, building AI that truly matters for business and finance.

• Competitive Salary: In RavenPack, we believe that your time and experience needs to be fairly rewarded.

• Continuous learning: We provide the support needed to grow within the team.

• Innovation: Innovation is the key to our success, so we encourage you to speak up and tell us about your vision.

• Hybrid work arrangement: 3 days in the office, 2 days remote (post-onboarding).

• Shuttle bus (Málaga): From Malaga, Fuengirola, La Riviera, and Estepona is available for free from the company.

• Diversity is in our DNA! You will work in an international environment (over 29 nationalities and 24 languages spoken!)

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.