IT Operations Lead at Abacum

About Abacum Abacum is the leading Business Planning solution for finance teams to drive performance. By automating reporting, enabling collaboration, and simplifying planning and forecasting, we help finance teams shift from number crunching to driving strategic decisions. Founded in 2020 by two former CFOs, we’ve grown into a global team of 100+ people across 30+ nationalities. Headquartered in New York, we have offices in London and Barcelona. We’re trusted by industry leaders such as Dish Networks, Strava, BetterUp, Kajabi, JG Wentworth, Abridge, Cortex, and hundreds more. We have raised over $100m, closing in June 2025 our $60M Series B, led by Scale Venture Partners, with the strong participation of Cathay Innovation, Y Combinator, Atomico, Creandum, and angel operators from Adyen, Zapier, and Twitch. Our mission is ambitious and we can’t do it alone - join Abacum as we build the future of Business Planning! Purpose: Ensure smooth, secure, and reliable operation of end-user and office IT systems globally. Lead a small support team and deliver internal IT and AI enablement projects. Key responsibilities - Lead global IT support operations with 24x7 coverage: operating model, tiers, escalation, on-call, SLAs, runbooks, and knowledge base. - Hire, onboard, mentor, and manage a small IT support team. - Own incident response for end-user IT issues, including communications and post-incident reviews. - Manage vendors, contracts, and budgets for end-user IT and support tooling. - Supervise endpoint and user computing lifecycle: provisioning, configuration, maintenance, access management, and troubleshooting (Mac/Windows/Linux). - Own office IT infrastructure: connectivity, network security and segmentation, Wi‑Fi standards, and access control systems. - Own asset management and global logistics: inventory, audits, procurement, shipping, spares, repairs, replacements, and disposal. - Partner with Security on device baselines (MDM, encryption, patching, endpoint protection) and vendor security reviews. Bonus - Own internal AI enablement: use case intake, tooling administration, initial agent prototypes, training, and governance in partnership with Security and Legal/Compliance. What success looks like - Fast, consistent, and measurable support with improving CSAT and resolution times. - Reliable and secure office connectivity and access control. - Scalable onboarding and offboarding, and clear device lifecycle standards. - Safe, governed AI adoption with practical training and early internal agent wins. PURPOSE As an IT Operations Engineer your primary responsibility is to ensure the smooth running of our computer systems and maintaining them within the specified requirements, specifications, costs, and timelines. Responsibilities - Build and lead a small IT support team (24x7 coverage) while delivering internal projects. - Define the operating model for global IT support, including tiers, escalation paths, on-call rotations, and handoffs across time zones. - Hire, onboard, mentor, and performance-manage a small team of IT support engineers. - Establish service standards (SLAs), runbooks, and a knowledge base to ensure consistent support quality. - Balance BAU support work with continuous improvement and internal projects, prioritizing based on business impact. - Track and report on support performance (volume, response time, resolution time, customer satisfaction) and drive improvements. - Coordinate incident response for end-user IT issues, including stakeholder comms, post-incident reviews, and preventative actions. - Manage budgets and vendor contracts related to end-user IT and support tooling. - Supervise the implementation and maintenance of the company's computing needs. - Manage computer system installation, configuration, and maintenance (Windows/Mac/Linux) and accessories. - Ensure that systems are set up and functioning correctly according to requirements. - Monitor system performance and troubleshoot issues as they arise. - Grant and Revoke access to a variety of Software Resources and Services. - Manage information technology services and electronic data operations. - Plan, organize, and control IT operations to deliver efficient and effective service. - Coordinate with internal teams and external vendors to resolve technical issues. - Implement and maintain IT service management processes and procedures. - Own office IT infrastructure for connectivity, access control, and reliability. - Ensure stable, secure internet connectivity in all offices, including ISP selection, redundancy/failover, monitoring, and incident response. - Partner with Security and Facilities to segment and secure office networks (e.g., guest vs corporate, Wi‑Fi security standards, VPN/zero-trust access where applicable). - Manage office networking equipment and vendors (routers, switches, Wi‑Fi APs, firewalls), including configuration standards, maintenance, and lifecycle. - Oversee physical access control systems (badges, door controllers, visitor access) and coordinate provisioning/deprovisioning and audits. - Maintain documentation, runbooks, and emergency procedures for office IT systems. - Manage multiple global IT providers and systems. - Collaborate with vendors to ensure the delivery of high-quality IT services. - Monitor vendor performance and address any issues or concerns. - Evaluate and recommend new IT providers or systems as needed. - Design, develop, implement, and coordinate systems, policies, and procedures. - Identify opportunities for process improvement and automation. - Develop and implement IT policies and procedures. - Coordinate with cross-functional teams to ensure alignment and consistency. - Collaborate with HR for onboarding and offboarding processes. - Work closely with HR to onboard new employees, ensuring timely provisioning of IT resources. - Coordinate with HR for offboarding processes, including retrieving IT assets and terminating access. - Act in alignment with user needs and systems functionality. - Collaborate with end-users to understand their IT needs and provide appropriate solutions. - Ensure that systems, processes and applications meet user requirements and are user-friendly. - Provide technical support and troubleshooting assistance to end-users. - Identify problematic areas and implement strategic solutions. - Proactively identify areas of improvement and potential bottlenecks in IT operations. - Develop and implement strategic solutions to address identified issues. - Test and evaluate the effectiveness of implemented solutions. - Inventory, audit, and global logistics for IT assets. - Maintain an accurate inventory of IT assets, including hardware and software. - Own end-to-end hardware logistics across multiple continents, including purchasing, shipping, customs coordination, storage, spares management, and returns. - Standardize device lifecycle management (procurement, provisioning, replacements, repairs, and disposal) across regions. - Coordinate with vendors and internal stakeholders to ensure timely delivery and cost-effective logistics. - Conduct regular audits to ensure compliance with licensing, asset tracking, and security requirements. - Identify and address any discrepancies or vulnerabilities in the IT infrastructure. - Preserve assets and ensure information security and compliance (devices and vendors). - Implement and enforce security measures to protect company data, systems, and end-user devices. - Collaborate with the security team to define and implement device security baselines (MDM, encryption, patching, endpoint protection) and vendor/security requirements. - Partner with Security on vendor setup, including access models, least-privilege policies, and security reviews for new tools. - Collaborate with Security, Legal, and Compliance on procedures to ensure compliance (e.g., access controls, device management, retention, and audit readiness). - Maintain evidence and documentation needed for security and compliance processes. - Select and purchase new and replacement hardware and software. - Evaluate and recommend hardware and software solutions based on business needs. - Research and negotiate with vendors to ensure cost-effectiveness. - Coordinate the procurement process and oversee new equipment and software installation and configuration. Benefits - Competitive compensation including equity package - Competitive vacation policy - Access to Meditopia - Hybrid working model and flexible working hours - Personal development including language courses Our Values Customer Obsession: We share the understanding that Abacum's sole purpose is to create value for customers and relentlessly deploy all creativity and energy to that end. Audacious Ambition: We dream big and embrace discomfort. We assume risks, make on-time mistakes and learn how to methodically accomplish our goals. Good People: We are self-reflective and praise diversity of thought. We don't justify the end with the means and know where to draw the line. We have fun every day. Tough Love: We truly care for everyone in the team and embrace honest feedback and radical candor as ways to genuinely help each other. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.