Technical Support Operations Manager, London

Your impact 

In this role, you will oversee the Technical Operations team, focusing on user-facing IT support, application integration and platform operations. This is a hands-on role, where you will be responsible for delivering stable, scalable and high performing services across all of Isomorphic Labs, whilst leading and growing a team.

This position offers a unique opportunity to design and shape our support and systems integration strategy, drive infrastructure automation, and ensure a highly productive environment for our Scientists, Researchers and Engineers.

What you will do 

• Oversee and manage the integration of our suite of internal, multi-user tools and applications, owning the full software lifecycle of applications 
• Evolve our support model by building and improving how technical support operates, navigating the complex Alphabet/Google Ecosystem
• Manage, mentor and build a high performing, collaborative team 
• Work with Stakeholders across the business such as Workplace, Engineering and Scientists to partner with and deliver on the technical operations roadmap 

Skills and Qualifications: 

Essential:

• Proven experience managing a small team whilst being hands on with end users (ideally within technical support)
• Extensive experience with end user support and solving complex internal problems 
• Experience with Identity & Access Management (SSO)
• Experience working with non-technical teams and leading the process for onboarding, offboarding, ticketing systems and much more 
• Proficiency in Python, Bash, SQL or Go to automate repetitive operational workflows
• Ability to build the strategy of a systems admin group 

Nice to have:

• Knowledge of security best practices 
• Experience with developer experience tools 
• Excellent documentation skills, with focus on accuracy and clarity