IT Team Lead

Description

Fetcherr builds responsible AI that transforms market complexity into measurable profit growth.

At the core of the company is the Market Model - a proprietary AI-powered model delivering accurate, granular demand predictions with 96% forecast accuracy and real-time decision intelligence for commercial teams. Built on a glass-box architecture, it uses market data - not personal data - with full transparency into logic and outcomes. First deployed in global aviation, the technology is industry-agnostic and scales across volatile markets.

Fetcherr delivers a consistent average profit uplift of 7%, with corporate partners including Delta, Virgin Atlantic, WestJet, Viva, and Azul.

We are looking for a proactive, experienced, and strong-minded IT Team Lead to build, lead, and elevate our global IT function. In this role, you will lead a team of IT professionals responsible for supporting our workforce worldwide, while designing, maintaining, and scaling our core infrastructure, SaaS ecosystem, and security systems.

You will combine hands-on technical expertise with strategic vision and leadership—driving IT operational excellence, scaling internal processes, managing vendor relationships, and ensuring an exceptional user support experience across the organization.

Key Responsibilities:

Leadership & Strategy

• Lead & Mentor: Manage, coach, and develop the IT support and systems team, fostering a high-performance, user-centric culture.
• IT Operations & Scaling: Set IT strategy, policies, and operational workflows to support company growth across global office locations and remote environments.
• Project Management: Plan, execute, and oversee complex, cross-departmental IT projects, system migrations, and infrastructure upgrades.
• Budget & Vendors: Manage IT procurement, vendor relationships, hardware/SaaS licensing, and budget allocation to optimize IT expenditure.

Infrastructure, Systems & Security

• System Architecture: Oversee the architecture, configuration, and security of company IT infrastructure, SaaS applications (Google Workspace, M365, Atlassian, MDM), and network security systems.
• Reliability & Security: Ensure system uptime, data privacy, disaster recovery readiness, and adherence to information security standards.
• Asset & Lifecycle Management: Drive global hardware/software asset management, automated deployment workflows, and lifecycle tracking.

Service Delivery & Governance

• Support Excellence: Define and monitor IT SLAs, support queues, and escalation pathways to resolve complex technical issues swiftly.
• Documentation & Compliance: Establish and maintain comprehensive IT documentation, compliance protocols, user guides, and IT onboarding/offboarding processes.

Requirements

Experience & Leadership

• 4–5+ years of hands-on experience in IT systems administration, infrastructure management, and technical support.
• 1–2+ years of leadership or team management experience (or proven track record as a Senior / Lead IT Specialist) in a fast-paced, high-growth startup environment.
• Proven experience supporting a global, remote/hybrid employee base.

Technical Expertise

• Cloud & SaaS Leadership: Advanced expertise in cloud environments (Google Workspace, Microsoft 365, Atlassian tools).
• MDM & Identity Management: Strong hands-on experience with MDM systems (e.g., JumpCloud, Okta, Jamf, Intune).
• OS & Networking: Expert knowledge of Mac and Windows OS, along with strong networking fundamentals (DNS, DHCP, VPNs, LAN/WAN, Firewalls).
• Security Standards: Deep understanding of enterprise security best practices, access control, and endpoint protection.

Soft Skills & Mindset

• Exceptional leadership, communication, and interpersonal skills with both technical teams and non-technical stakeholders.
• Strong strategic thinking, problem-solving, and decision-making capabilities under pressure.
• Fluent English (both written and spoken).

Advantages

• Experience supporting MCP / AI / Compute gateway systems (e.g., TrueFoundry).
• Scripting & Automation skills (Python, PowerShell, or Bash).
• Experience implementing IT compliance standards (e.g., SOC2, ISO27001).
• Experience in hyper-growth tech startups.