IT Operations Lead/Manager

Job description

Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick. **About us** Insider One is the **#1 platform** that brings everything marketing and customer engagement teams need in one place so they can reach their peak potential and **become unstoppable.** Our story began with six desks and a vision to create a single platform to make industry-first technologies and emerging channels accessible to marketers worldwide. Today, Insider One is powered **by 1,500+ team members representing 50+ nationalities across 30+ offices**. With AI at its core and an integrated Customer Data Platform (CDP), **Insider One unites data, personalization, and journey orchestration across the most extensive set of natively supported channels**, including WhatsApp, SMS, Email, Web, App, and Site Search. We recently raised one of the largest funding rounds in the industry, **a $500M Series E led by General Atlantic**. We are backed by top-notch investors, including **Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst**, and trusted by 2000+ customers from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L’Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on. Insider One was congratulated for becoming one of the only **woman-founded, women-led B2B SaaS unicorns** in the world. Loved by customers, recognized by analysts, **we are the only vendor recognized as the #1 leader** in all the capabilities marketing and customer engagement teams need. Don’t just take our word for it — [see for yourself](https://www.gartner.com/reviews/market/multichannel-marketing-hubs/compare/product/braze-customer-engagement-platform-vs-insider-vs-salesforce-cloud). We consistently outperform and continue our leadership, and [the results speak for themselves](https://insiderone.com/insider-migration/). From day one, Insider One’s mission has not only been to build a world-class product company, but also to create one of the **most socially progressive technology communities** in the world. Through our social responsibility initiatives like *100 Social Responsibility Projects, AI Training for Teachers, Code Academy, SheCodes, SheLeads, and SheMarkables*, our community has committed to scaling its impact on our communities across 30+ countries, driving initiatives in health, education, farming, animal rights, and increasing women’s representation in STEM. Behind all these achievements is **an exceptionally talented, visionary team of overachievers** that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of this journey, just keep reading. Insider One is looking for an experienced and hands-on IT Manager to lead and shape our internal IT operations. Our IT environment and the projects managed by the team are growing both in number and complexity. We are looking for someone who can understand the bigger picture across IT infrastructure, network, cloud, security, and IT support while still being able to step into technical topics when needed. This is not a traditional management role focused only on people and processes. The person joining us will initially lead a team of two, work closely with them to understand the current structure, ongoing projects, and operational needs, and support their development. As our IT organization is going through a reorganization, this person will also play an important role in defining future priorities, responsibilities, and the team’s growth plan. The ideal candidate does not need to be an expert in every IT domain. However, they should have enough technical breadth to understand requirements, ask the right questions, challenge decisions, guide the team, and contribute hands-on when necessary. Speed is of the essence, and excellence is the standard. To succeed in this role, you should be self-directed, organized, solution-oriented, and comfortable taking ownership in a fast-paced environment. ## ### What You Will Do - Lead, mentor, and support the current IT team while helping define clear responsibilities, priorities, and ways of working - Understand the existing IT structure, ongoing projects, operational challenges, and business needs - Contribute to the reorganization of the IT function and help shape its future structure and growth plan - Oversee IT infrastructure, network, cloud, security, and end-user support operations - Manage and prioritize IT projects from planning through implementation, ensuring timely and high-quality delivery - Provide technical direction to the team and contribute hands-on when additional support or expertise is required - Identify operational risks, bottlenecks, and improvement areas, and develop sustainable solutions - Ensure support requests and technical incidents are assessed, prioritized, resolved, or escalated within expected service levels - Oversee employee onboarding and offboarding processes, including user accounts, access rights, group management, and device readiness - Ensure the effective management, assignment, return, inventory, and lifecycle tracking of IT assets - Oversee user device operations across Windows, macOS, and Linux environments - Guide the administration and improvement of identity and access management tools, including Active Directory and JumpCloud - Oversee wired and wireless network operations, network access requests, network hardware, and server-related processes - Work closely with internal stakeholders, vendors, and technical service providers - Manage software installation and SaaS access processes in line with internal security procedures - Proactively assess potential failure scenarios, operational risks, and edge cases - Evaluate emerging technologies and recommend solutions that improve security, productivity, scalability, and employee experience - Build scalable IT processes, documentation, reporting, and service standards ### What You Will Need - At least 7–8 years of total experience across IT operations, infrastructure, systems, network, IT support, or related areas - Previous people management experience or clear potential to step into a leadership role - Experience leading, mentoring, or providing technical direction to IT team members - Broad technical understanding across IT infrastructure, network, cloud, security, and end-user support - Ability to understand technical requirements, ask the right questions, challenge proposed solutions, and guide technical decisions - Willingness and ability to remain hands-on when required - Experience managing and prioritizing multiple IT projects or operational initiatives - Strong knowledge of computer hardware and operating systems, including Windows, macOS, and Linux - Experience with identity and access management solutions such as Active Directory and JumpCloud - Knowledge of wired and wireless network technologies, network hardware, and server operations - Experience with IT asset management, employee onboarding and offboarding, access management, and end-user support processes - Familiarity with cloud environments and core cloud concepts - Awareness of information security principles and their application within internal IT operations - Experience working with SaaS tools such as Jira, Slack, and video conferencing platforms - Strong planning, organization, prioritization, and stakeholder management skills - A proactive, solution-oriented, and ownership-driven mindset - Strong communication and team leadership skills - Sufficient English proficiency to collaborate with global stakeholders and fulfill the responsibilities of the role - Ability to work from our Istanbul office five days a week - Relevant technical certifications in network, cloud, systems, or security are considered a plus but are not required ### What We Offer - Enjoy a monthly meal allowance designed to enhance your daily routine - Access comprehensive private health insurance - Find your people with yoga classes, running and cycling clubs, and nutrition workshops - Feed your curiosity with access to Spotify, LinkedIn Learning, Blinkist, MasterClass, Neoskola, and CloudGuru - Level up with internal trainings covering AI fundamentals, coding, foreign languages, and a wide range of personal development skills - Be part of a diverse team that’s as global as it gets — where every voice is heard and 50+ nationalities build together - Become a Shareowner through our eligibility-based “ESOP” and own a piece of what you build - Help build the team you want to work with and enjoy rewarding referral bonuses - Opportunities to give back to your community through volunteering and purpose-driven social impact projects - From global retreats to team-building activities, expect year-round events that turn into lifelong memories