Head of IT Support

About EFY
We are transforming the way capital moves across markets.

We unify traditional and digital assets in an agile and secure platform powered by financial intelligence and blockchain technology.

Our purpose is simple: to eliminate borders, reduce bureaucracy, and enable individuals and companies to operate beyond the limits of the traditional financial system.

Role Overview
The
IT Support Manager
is responsible for overseeing and operating the full lifecycle of internal technology used by EFY employees. This includes device management (Mac & Windows), SaaS licensing, hardware operations, internal systems, and delivering fast, reliable and high-quality support.

This role ensures
stability, security, cost efficiency, and operational excellence
across all internal tech touchpoints in a remote-first organization.

Key Responsibilities

• A. Device Management (Mac & Windows)
• Own the full lifecycle of corporate laptops/desktops: procurement → setup → deployment → maintenance → retirement
• Manage MDM platforms (Jamf, Intune, Scalefusion) for enrollment, compliance, and automation
• Maintain standardized images, secure configurations, and automated onboarding workflows
• Ensure consistent performance and user experience across macOS and Windows
• Provide rapid and effective resolution for device-related incidents
• B. Software & License Management
• Maintain a centralized inventory of SaaS licenses and installed applications
• Optimize license usage and costs (right-sizing, renewals, usage analytics, offboarding)
• Evaluate and approve software requests based on security, compliance, and budget
• Manage distribution policies, automated installations, and update workflows
• C. Hardware Management
• Lead hardware procurement strategy: standards, vendors, replacement cycles
• Maintain an accurate, audit-ready asset inventory
• Coordinate logistics for onboarding/offboarding and remote employee hardware needs
• Oversee warranties, RMAs, vendor relations, and hardware availability
• D. IT Support Operations
• Lead the IT Support team to deliver fast and reliable internal support
• Define support SLAs, escalation procedures, and ticketing standards
• Implement proactive monitoring, self-service tools, and automation to reduce recurring issues
• Analyze support data to improve processes and enhance user satisfaction
• Advocate for a smooth and productive user experience across the organization
• E. Security & Compliance
• Collaborate with Security and Engineering on internal IT policies:
• Least privilege
• Zero Trust
• Secure device configurations
• Incident response for accounts/devices
• Ensure compliance with regulatory requirements and audit procedures related to IT assets
• Maintain accurate documentation for audits, security reviews, and internal controls

Technical Skills

• Strong expertise with macOS and Windows environments
• Hands-on experience with MDM systems (Jamf, Intune, Scalefusion)
• Knowledge of SaaS license management and automation tools
• Solid understanding of IT security fundamentals and device hardening
• Experience with ITSM/ticketing tools (Jira SM, Zendesk, Freshservice, etc.)
• Familiarity with scripting or workflow automation (Bash, PowerShell, MDM workflows)

Soft Skills

• Excellent communication and strong customer-focus
• Leadership and capacity to guide a support team
• Ability to structure processes, document clearly, and ensure operational discipline
• Strategic mindset with focus on cost optimization and service excellence
• Data-driven decision making and prioritization in fast-paced environments

4. Key Performance Indicators (KPIs)

• Device compliance & device health score
• SLA adherence & MTTR reduction
• Internal user satisfaction (CSAT)
• License cost efficiency & hardware lifecycle optimization
• Reduction of recurring incidents (automation/prevention)
• Accuracy of asset & license inventory
• Speed and quality of onboarding/offboarding

If innovation drives you and you want to be part of the financial transformation of the future, join us.

Learn more about us:

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.