{"id":2437549,"url":"https://alion.io/job/ravenpack-it-operations-team-lead","title":"IT Operations Team Lead","company":{"id":53852,"name":"RavenPack","domain":"ravenpack.com","url":"https://alion.io/company/ravenpack","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Marbella, Spain"],"countries":["ES"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":52000,"max_usd":151000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2175},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Amazon CloudWatch","optional":false},{"name":"Amazon EC2","optional":false},{"name":"AWS","optional":false},{"name":"Claude","optional":false},{"name":"Confluence","optional":false},{"name":"Crowdstrike","optional":false},{"name":"Datadog","optional":false},{"name":"GitLab","optional":false},{"name":"IAM","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Okta","optional":false},{"name":"PowerShell","optional":false},{"name":"Proxmox VE","optional":false},{"name":"Python","optional":false},{"name":"Ubuntu","optional":false},{"name":"Zabbix","optional":false},{"name":"ITSM","optional":true}],"status":"live","first_seen_at":"2026-10-13T07:18:19Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-21T12:59:17Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"About us\nAt 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.\nJoin a Company that is Powering the Future of Finance with AI\nRavenPack 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. \nEuropean legal working status is required.\nAbout this role\nAs 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.\nYou will translate operational needs into structured delivery, keep people, priorities, reporting and execution aligned, and create the conditions for reliable service across the business.\nRole Balance\n50% Hands-on Technical Work\nAct as the senior escalation point for complex incidents and service requests.\n\nAdminister and maintain core IT systems, identity platforms and endpoint tooling.\n\nPerform endpoint, identity and access management tasks (onboarding, offboarding, access reviews).\n\nBuild and improve automation and scripts to reduce manual effort.\n\nValidate that tools, dashboards and integrations work as expected.\n\nContribute to vulnerability remediation and security hygiene across managed endpoints.\n\n50% Team Leadership\nPlan team capacity, workload and growth; assess capability gaps.\n\nSet priorities and oversee bi-weekly sprint and quarterly planning.\n\nMentor, coach and develop engineers through regular 1:1s and touch points.\n\nProduce stakeholder and leadership reporting (MBR, QBR, ABR).\n\nManage stakeholder and vendor relationships.\n\nApprove or shape changes, projects and execution priorities.\n\nKey Responsibilities\nDepartmental growth, workforce management and recruitment support.\n\nEscalation management and removal of blockers to delivery.\n\nChange management approval and service management governance.\n\nProject planning, approval and delivery accountability.\n\nOperational maintenance oversight and delivery governance.\n\nEquipment budget planning and assessment of technology utility, adoption and ROI.\n\nClear, consistent communication with stakeholders across the business.\n\nSkills & What Success Looks Like\nCritical thinking: Assesses trade-offs across service, staffing and delivery priorities.\n\n360° business view: Connects operational decisions to broader company needs.\n\nStrategic and technical confidence: Guides priorities while remaining credible and hands-on in technical discussions.\n\nHands-on technical depth: Resolves complex escalations and administers core systems directly.\n\nProcess orientation: Builds repeatable team cadences, controls and review mechanisms.\n\nCommunication: Reports clearly to stakeholders and aligns the team consistently.\n\nCollaboration and negotiation: Balances competing needs across teams, vendors and timelines.\n\nData-driven management: Uses metrics to steer workload, quality and growth planning.\n\nKey Technologies & Tools\nService & Work Management\nTechnologies: Jira Service Management (HDS help desk), Jira, Confluence.\n\nHow they are used: Ticket handling, queues, SLAs, project tracking, runbooks and documentation.\n\nIdentity & Access\nTechnologies: Okta SSO, AWS IAM Identity Center, AWS IAM.\n\nHow they are used: Single sign-on, user lifecycle, access provisioning and reviews.\n\nEndpoint Management & Security\nTechnologies: NinjaOne, CrowdStrike Falcon, Google MDM, Vanta.\n\nHow they are used: Device management, patching, endpoint protection, compliance and vulnerability tracking.\n\nMonitoring\nTechnologies: Datadog, Zabbix, NetData, AWS CloudWatch.\n\nHow they are used: System health, capacity and performance monitoring.\n\nAssets & Workstations\nTechnologies: Snipe-IT, Proxmox, WSL / Ubuntu.\n\nHow they are used: Hardware asset tracking, virtualisation and workstation environment setup.\n\nCloud, Code & Scripting\nTechnologies: AWS (EC2, Secrets Manager), GitLab (merge requests), PowerShell, SSH, Python, Bash.\n\nHow they are used: Infrastructure support, version-controlled changes and automation.\n\nPasswords & Secrets\nTechnologies: Keeper, AWS Secrets Manager.\n\nHow they are used: Credential management and secure secret storage.\n\nPeople & Business Systems\nTechnologies: HiBob, Lattice, WorkRamp, Microsoft Office.\n\nHow they are used: HR integration, onboarding/offboarding, licence management and productivity.\n\nAI Enablement\nTechnologies: Claude Tag, Rovo ITSupport agent.\n\nHow they are used: AI-assisted support and secure, auditable agent integrations.\n\nPreferred Experience\nProven experience leading an IT Support or IT Operations team while remaining hands-on.\n\nStrong working knowledge of ITSM practices, ideally with Jira Service Management.\n\nExperience with identity, endpoint management and security tooling in a cloud-first environment.\n\nFamiliarity with AWS and scripting/automation (PowerShell, Python, Bash).\n\nExperience with change management, vendor management and stakeholder reporting.\n\nExposure to compliance-oriented environments (e.g. ISMS, security audits) is a plus.\n\nHow Success Is Measured\nHealthy, well-managed team workload.\n\nMonthly, quarterly and annual business reviews (MBR / QBR / ABR).\n\nGrowth against annual and quarterly goals and annual business plan progress.\n\nDelivery predictability and operational quality trends.\n\nVisible balance between leadership responsibilities and hands-on technical contribution.\n\nBehaviours We Value\nBusiness-oriented\nWhat we value: Translates between technical and operational needs.\n\nWhat we avoid: Operating only at task level without connecting work to business outcomes.\n\nAvailable, Communicative and Decisive\nWhat we value: Available, communicative and decisive.\n\nWhat we avoid: Delaying decisions or leaving priorities ambiguous.\n\nAccountable\nWhat we value: Accountable for delivery and team growth.\n\nWhat we avoid: Focusing on output while neglecting people development.\n\nMentor, Teacher and Leader by Example\nWhat we value: A mentor, teacher and leader who leads by example, including hands-on.\n\nWhat we avoid: Using authority without coaching or context.\n\nLevel-headed\nWhat we value: Level-headed during arbitration and escalations.\n\nWhat we avoid: Amplifying pressure or confusion during operational conflict.\n\nOwnership\nWhat we value: Owns outcomes across planning, reporting and execution.\n\nWhat we avoid: Delegating responsibility without maintaining oversight.\n\nWhy This Role Matters\nIT 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.\nWhat's in it for You?\nGrowth 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.\n\nCompetitive Salary: In RavenPack, we believe that your time and experience needs to be fairly rewarded.\n\nContinuous learning: We provide the support needed to grow within the team.\n\nInnovation: Innovation is the key to our success, so we encourage you to speak up and tell us about your vision.\n\nHybrid work arrangement: 3 days in the office, 2 days remote (post-onboarding).\n\nShuttle bus (Málaga): From Malaga, Fuengirola, La Riviera, and Estepona is available for free from the company.\n\nDiversity is in our DNA! You will work in an international environment (over 29 nationalities and 24 languages spoken!)\n\nWe 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.","description_format":"text","description_chars":8580,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Hybrid work"],"hiring_locations":[{"name":"Spain","iso":"ES","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Data & Market Intelligence"],"lifecycle":[{"event":"open","at":"2026-10-13T11:13:20Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":7,"expected_fill_days":33,"reasons":["conf:3","win:early"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/ravenpack-it-operations-team-lead","json_url":"https://alion.io/job/ravenpack-it-operations-team-lead.json","meta":{"generated_at":"2026-10-21T21:51:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31100,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":53852},"rest":"https://alion.io/mcp/rest/get_company?id=53852"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fravenpack-it-operations-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fravenpack-it-operations-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fravenpack-it-operations-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ravenpack-it-operations-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fravenpack-it-operations-team-lead"}]}