Triage and resolve IT support requests (access issues, application troubleshooting, account management)
Manage and automate the service desk to ensure a seamless and efficient experience for all staff
Administer and configure our primary identity provider, including SAML/SSO integrations with third-party services
Manage user provisioning, deprovisioning, and access lifecycle across the SaaS stack
Configure and maintain RBAC across FrankieOne’s fleet of SaaS apps and Cloud Infrastructure accounts
Manage endpoint devices via MDM and Apple Business Manager
Troubleshoot OS issues across Windows, Linux, and macOS
Oversight of the entire lifecycle of hardware and software assets, including procurement, deployment, maintenance, and disposal
Ensure compliance with relevant security standards (ISO 27001, SOC2, GDPR) through robust security measures
Manage and maintain a stable and secure IT infrastructure, including servers, networks, and cloud services
Drive automation across all aspects of IT operations, leveraging scripting, APIs, and automation tools to improve efficiency and reduce manual effort
Work with People & Culture on onboarding/offboarding process design and execution.

3+ years of experience managing and automating service desk and staff onboarding processes
3+ years of experience managing and automating hardware and software provisioning
3+ years of experience managing hardware and software asset lifecycle management, including licensing, contract management, and patching/updates
3+ years of experience managing endpoint devices via MDM
3+ years of experience remotely troubleshooting OS issues across Windows, Linux, and macOS
3+ years of experience managing IDP and SSO configuration and user provisioning, particularly with Google Workspace
Experience working with multiple stakeholders across the organisation (Executives, People & Culture, Security, Engineering, Operations, Finance, Sales, etc.)
Experience working in an ISO 27001, SOC2, and GDPR compliant organisation
Experience using modern tools such as Google Workspace, Confluence, Jira, and Slack
Excellent written and verbal communication skills
Experience working collaboratively within a global team environment.

IT Support Administrator

Key skills