What the job involves

• As our IT Operations Lead, you’ll own the systems, processes, and day-to-day operations that power Resolve AI’s internal technology stack
• You’ll be responsible for delivering a secure, reliable, and frictionless employee experience as we scale a fast-growing, AI-first company
• Own and operate Resolve AI’s end-user IT environment, including laptops, devices, identity, access controls, and core productivity tools
• Lead global IT support operations, ensuring fast, high-quality support for engineers and business teams across in-office and remote environments
• Serve as a hands-on player-coach — resolving tickets directly while building scalable workflows, documentation, and automation
• Manage onboarding and offboarding end-to-end, including device provisioning, access management, asset tracking, and lifecycle policies
• Partner closely with Security, Engineering, and People teams to align on device security, identity management, and compliance best practices
• Build and evolve IT service management processes (ticketing, SLAs, knowledge base, incident response) with a strong focus on reliability and user experience
• Evaluate, implement, and manage SaaS tools and vendors, optimizing for security, cost, and productivity