IT Support

• Provide ongoing IT and systems support services to Our Common Home
• Ensure smooth day-to-day technical operations and reliable systems maintenance
• Troubleshoot hardware, software and systems-related issues
• Maintain core organisational systems and platforms
• Monitor system performance and proactively identify operational risks or inefficiencies
• Assist with user access management and permissions across systems
• Support improvements to internal workflows and operational efficiency.

Fractional IT Manager

• Lead IT support operations, ensuring contributors receive timely, consistent, and high-quality support across hardware, software, access, network, and SaaS-related issues.
• Oversee the support team’s workflows, service standards, documentation, and escalation processes.
• Identify recurring issues and implement long-term solutions that improve reliability and reduce support burden.
• Create, maintain, and enforce IT policies related to device usage, software, access, support processes, and operational standards.
• Work closely with DevOps, SecOps, and other internal service teams to resolve complex technical issues requiring cross-functional expertise.
• Align support processes with internal service teams to ensure seamless service delivery and clear ownership across teams.
• Facilitate knowledge sharing between IT support and internal technical teams to improve troubleshooting, escalation, and resolution quality.
• Support IT projects such as system rollouts, migrations, infrastructure upgrades, access changes, and tooling improvements.
• Act as a bridge between contributors and internal service teams, providing feedback to improve systems, processes, and tools.
• Manage IT vendors, including procurement, onboarding, performance management, renewals, and off-boarding.
• Oversee IT asset procurement, inventory management, device lifecycle, and software licence management.
• Operate within the vendor governance framework defined by senior technology leadership, ensuring alignment with organisation-wide standards and policies.
• Develop and report on key IT support metrics, including service performance, user satisfaction, recurring issues, and improvement initiatives.
• Contribute to broader IT strategy by sharing insights from support trends, operational data, and contributor feedback.

IT Manager

• Provide timely and effective support to users via email and other support channels, resolving inquiries related to wallet functionality, card payments, transactions, and security.
• Perform technical triage of user-reported issues, identifying whether problems originate from client applications, APIs, backend services, or external providers.
• Investigate and troubleshoot issues using internal tools, logs, dashboards, and available system data.
• Escalate complex or critical issues with clear, structured context, including reproduction steps, logs, and impact assessment.
• Monitor system behavior and identify anomalies such as increased error rates, transaction failures, or performance degradation.
• Assist in incident response, including investigation, user communication, and resolution tracking.
• Support post-incident reviews by documenting findings and contributing to continuous improvement efforts.
• Follow defined escalation processes for high-severity issues.
• Analyze logs and system signals to help identify trends, anomalies, and potential issues.
• Support proactive monitoring of key system metrics (latency, error rates, transaction success rates).
• Assist in coordinating with internal teams and external providers during service disruptions.
• Track and follow up on unresolved issues to ensure timely resolution.
• Assist with access-related requests and follow established procedures for onboarding and offboarding activities.
• Support periodic access reviews and contribute to maintaining secure operational practices.
• Work closely with engineering, product, and operations teams to resolve issues and improve system performance.
• Provide structured inputs (logs, user impact, reproduction steps) to accelerate debugging and resolution.
• Act as a bridge between users and internal teams during incidents and ongoing issues.
• Identify recurring issues and contribute to ticket deflection and process improvement initiatives.
• Maintain and improve internal documentation, runbooks, and knowledge bases.
• Contribute to small internal tooling improvements, automations, or workflow optimizations where applicable.
• Monitor user feedback and community channels to identify early signals of potential issues or incidents.
• Surface trends or emerging problems to internal teams proactively.

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Fractional IT Manager

IT Manager

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