Freshy, a leading WordPress web design and services agency with roots in New York and Washington DC is looking to hire an IT Operations Lead. The IT Operations Lead will oversee operational efficiency, toolsets, and reporting.
The IT Operations Lead position requires a strategic and forward thinking leader to support the Director of Technology. The IT Operations Lead will look to the future and actively seek technology-based solutions, including AI. They will be tasked with the continued streamlining and reworking of Zapier workflows over the next few years to enhance automation, simplify architectures and processes, minimize manual tasks, and continue our focus to implement the right tools and solutions to benefit our internal teams and client-offerings. These tools and solutions will aid in improved sales processes, streamlined workflows, quality customer experiences, and new product offerings.
Responsibilities
Strategic planning & process improvements
- Align efforts with overall business goals, as new technologies are constantly being considered.
- Optimization and communication: mediate between roles to understand each role’s need for efficiency between departments.
- Identify optimization opportunities in existing processes. Actively find issues and bottlenecks, to fix and optimize.
- Craft creative and innovative solutions.
- Collaborate and work closely with the Tech Developer to implement complex integrations when needed.
- Communicate ideas and changes to the team.
- Be the final decision maker on WordPress developmental processes (e.g., version control for client sites via GitHub repo syncing).
- Keep up to date with the latest industry trends and developments in the IT space.
- Evaluate and assess strategic solutions that leverage new and emerging technologies that drive process automation and improve organization effectiveness and efficiencies.
- Reduce complexity and technical debt.
Internal operational efficiency via automations and AI
- Audit existing processes and automations.
- Connect internal tools and assist processes with automations and new AI technologies.
- Work with internal key players to further integrate automations within the infrastructure stack.
Company toolsets and software management
- Software and license decisions, management, configuration, deployment.
- Maintain company tools and system stability, and identify gaps and redundancies.
- Maintain a master inventory list of all used technology —including hardware, vendors, and software usage.
- Implement an approval process for requesting or adopting new technologies.
Internal tech support
- Troubleshoot employee support issues related to browser settings, software misconfiguration, or hardware failures.
Internal reports
- Collect, massage, and display data via custom reports for various team activities, tasks, and operational metrics — including sales, project management, account management, and support.
Internal documentation
- Develop department policies, processes, and procedures documentation and provide internal training to impacted departments and users. Internal documentation via a yet-to-be-established internal knowledge base.
- Ensure compliance of department and organizational processes.
Requirements
- Critical thinking skills, including creative problem solving, confident decision making, questioning and debating things
- Passion for analyzing data, workflows, and processes and how they function
- Ability to communicate clearly and document complex technical processes in an understandable and concise way
- Craving to learn more about all business functions
- Self motivated and self disciplined
- Sincerely enjoys taking a lump of unorganized information, to see patterns, and to extract order from the mess: to go from chaos to concept
- Team management experience
- Experience in writing JavaScript (Node.js) and PHP code
- Strong knowledge of API usage and understanding of webhooks
- Experience writing complex formulas and logic in Google Sheets
- Experience with WordPress and general web development
- Excellent leadership skills
- Able to multitask and prioritize tasks
- Strong understanding of project management principles and practices
- Strong understanding of data/user security and best practices
- Excellent organizational skills & detail-oriented
- Ready to work in a fast-paced environment
- Familiar with both PC and Mac computers to troubleshoot employee tech issues
- Proficiency in Zapier and its features
- Experience with Google Workspace is preferred
- Experience with Asana is preferred
- Experience with ChatGPT is preferred
- Experience with Bitwarden is preferred
- Experience with version control (Git) is preferred
- Experience with CRM systems such as Pipedrive, Copper, or HubSpot is preferred
Reporting
- This position reports to the Director of Technology.
- This position runs parallel to — and is separate from — the Infrastructure Lead position (of which the latter focuses more on the tech stack itself, including hosting infrastructure, vendor relationships, security, and server administration).
- This position has an IT Coordinator below them, which will assist with: onboarding employees, offboarding employees, and toolset license management (and provisioning new users).
- This position has a Tech Developer below them, which aids in infrastructure maintenance and existing internal tools, and assists with future standalone systems and building new tools.
Benefits
- 401(k)
- Flexible schedule
- Paid time off
- Hardware stipend
Salary
- Compensation commensurate with experience, skills, and location of candidate.
Please note: this is a remote work position with working hours based on Eastern Time Zone (ET)
Apply
Please send the following info to [email protected]
- Cover letter
- Resume
- Work samples/examples
- Salary or hourly rate range