IT Lead

Responsibilities Own end-user support and the enterprise 24/7 service model, ensuring the Jira Service Desk operates against defined SLAs and KPIs. Lead and manage the outsourced support partner, holding external delivery accountable while retaining ownership of service quality internally. Establish and govern core IT operations processes, policies and standards across change, incident, problem and asset management, aligned with ITIL and ITSM principles. Define clear ownership models, runbooks and documentation to ensure operational delivery does not depend on individual knowledge. Define and govern SLAs, KPIs and operational metrics, producing regular dashboards, reporting and audits that provide clear visibility into service and infrastructure health. Manage IT asset inventory, procurement and vendor coordination across the organisation. Administer and support core end-user technology platforms, including Microsoft 365, Google Workspace, Intune, MDM and Jamf. Lead and support the migration from Microsoft 365 to Google Workspace. Design, document and maintain ReOrbit’s IT infrastructure architecture across networks, servers, storage, cloud and end-user computing. Develop reference architectures, technical standards and infrastructure designs that can be replicated and expanded. Lead the restructuring and scaling of infrastructure to support multi-satellite production, clean-room and OT environments, new facilities and future robotic manufacturing deployments. Build scalable and modular infrastructure designs, including network segmentation, VLAN architecture, governed USB access and infrastructure capable of supporting high-reliability production environments. Build and administer core infrastructure across LAN, WAN, Wi-Fi, VPN and network security, as well as servers and Microsoft cloud technologies including Active Directory, Entra ID, Azure, SQL and Microsoft Dynamics 365. Manage infrastructure capacity, performance, availability and monitoring, identifying risks and bottlenecks before they impact the business. Plan and deliver infrastructure projects end-to-end, from scope and design through migration, testing, cutover and documentation. Balance speed of delivery with reliability, scalability and controlled technical debt. Own the IT infrastructure supporting ReOrbit’s OT and clean-room environments, including network architecture, connectivity, access control and security. Drive automation and continuous improvement across IT operations, including endpoint deployment, onboarding and offboarding, provisioning and monitoring. Improve operational workflows by applying Eliminate–Simplify–Standardise–Automate principles. Work across systems including Jira, HiBob and Active Directory to automate and streamline employee lifecycle processes. Embed security, compliance and resilience into IT operations, including endpoint and cloud controls, access governance, business continuity and disaster recovery. Support ISO 27001 readiness and work closely with Security to ensure infrastructure and operational processes meet the required standards.