TechOps Lead

• Significant people leadership experience • Scaling teams and services over time • Service management, capacity planning, and operational maturity • Managing support pipelines, projects, and assignments • Building regional processes while balancing global standards • Working with internal and external stakeholders and vendors • Driving reliability, consistency, and continuous improvement • You will bring strong technical depth across areas such as identity, MDM, networking, office infrastructure, and SaaS, with the confidence to challenge partners and vendors when needed. • You will be comfortable owning incident management, security and compliance considerations, and contract and service quality oversight. • This is a huge opportunity for the right candidate to step in and lead an amazing team that is critical to keeping Kraken moving at pace. • Define what good looks like for a small, lean, high-performing TechOps team. • Own the day-to-day delivery of TechOps services. • Support global operations with opportunities to travel to our global sites. • Liaise with TechOps leadership and architects to prioritise and deliver project work. • Balance reactive support and projects with proactive, planned improvements and projects. • Mentor and line manage TechOps team members, supporting their development and career growth. • Provide hands-on 1st, 2nd and 3rd line technical support across the business. • Collaborate closely with our Security team to balance security, productivity, and user experience. • Manage incidents, communications, and follow-ups. . • Coordinate and deliver complex technical projects involving multiple stakeholders and teams across time zones. • Rollout of, and migration to, a new identity provider • macOS and Windows MDM migrations • Rollout of device trust and posture compliance solutions • Replacing insecure factors such as SMS with phishing-resistant authentication • Office fit-outs including networking, AV, and access control • SaaS migrations for acquisitions (e.g. Microsoft 365 to Google Workspace)

• A proven track record of leading successful IT or TechOps teams, ideally through periods of growth. • At least 3 years of people management experience. • Significant experience managing performance, and professional development. • Strong service management and operational experience. • Comfort operating in highly ambiguous environments and managing competing priorities. • A very strong technical background underpinning your leadership approach. • Hands-on experience providing 1st, 2nd, and 3rd line support. • Ability to communicate clearly with both technical and non-technical stakeholders. • Strong incident management and problem-solving skills. • A people-first mindset and a conscientious approach to decision-making. • Experience working across time zones and with globally distributed teams • Strong opinions on best practice and a desire to challenge traditional IT norms. • Experience mentoring team members with varying levels of experience. • Experience supporting macOS, Windows, iOS, and Android environments. • Experience with Identity & Access Management platforms such as Okta or Microsoft Entra. • Willingness to travel and maintain presence in regional office locations if required. • A foundational understanding of programming or software engineering. • Familiarity with security tooling such as CrowdStrike, Kolide, osquery, and Zscaler. • Experience with email gateway administration and routing.