IT Operations Lead/Manager

IT Operations Lead/Manager

About Keyrock

Since our beginnings in 2017, we've grown to be a leading change-maker in the digital asset space, renowned for our partnerships and innovation. 

Today, we rock with over 180 team members around the world. Our diverse team hails from 42 nationalities, with backgrounds ranging from DeFi natives to PhDs. Predominantly remote, we have hubs in London, Brussels and Singapore, and host regular online and offline hangouts to keep the crew tight.

We are trading on more than 80 exchanges, and working with a wide array of asset issuers. As a well-established market maker, our distinctive expertise led us to expand rapidly. Today, our services span market making, options trading, high-frequency trading, OTC, and DeFi trading desks.

But we’re more than a service provider. We’re an initiator. We're pioneers in adopting the Rust development language for our algorithmic trading, and champions of its use in the industry. We support the growth of Web3 startups through our Accelerator Program. We upgrade ecosystems by injecting liquidity into promising DeFi, RWA, and NFT protocols. And we push the industry's progress with our research and governance initiatives. 

At Keyrock, we're not just envisioning the future of digital assets. We're actively building it.

Role Overview

We are looking for an IT Operations Lead to manage and support our IT Operations team, ensuring smooth day-to-day IT support for our end-users while maintaining a secure and efficient IT environment. This role involves leading a team of IT Operations Engineers, troubleshooting technical issues, managing general IT infrastructure, and driving best-in-class IT policies. The ideal candidate is a hands-on leader with excellent technical expertise, strong problem-solving skills, and a commitment to delivering outstanding customer service.

Key Responsibilities

• Team Leadership & Development

  • Lead and mentor a team of IT Operations Engineers, providing guidance, training, and career development.

  • Foster a collaborative and high-performing team environment.

  • Conduct regular performance reviews and establish clear development plans.

• End-User IT Support & Incident Management

  • Ensure best-in-class IT support for all employees, resolving technical issues efficiently.

  • Act as an escalation point for complex technical problems and ensure timely resolution.

  • Improve and optimise IT support processes to enhance response times and service quality.

• End-User IT Operations & Security

  • Oversee IT asset management, including hardware and software lifecycle management.

  • Manage IT equipment and software upgrades for our hybrid workforce (onsite and remote employees).

  • Ensure robust cybersecurity measures and adherence to IT security best practices.

  • Administer Mobile Device Management (MDM) solutions to manage and secure company laptops remotely.

• Process Improvement & Compliance

  • Establish and enforce internal IT policies, frameworks, and best practices to enhance operational efficiency.

  • Continuously assess and improve IT processes, ensuring compliance with security and industry standards.

  • Manage relationships with external service providers to ensure high-quality IT services.

Required Skills & Experience

• Proven leadership experience in IT Operations Management (e.g. IT support, or Helpdesk Management).

• Strong technical background with hands-on experience in IT troubleshooting, software deployment, and IT security.

• Excellent customer service and communication skills, with a proactive and user-centric mindset.

• Ability to work under pressure, manage urgent escalations, and solve critical IT issues effectively.

• Experience with MDM solutions and remote IT management tools.

• Solid understanding of IT security principles and best practices.

• Experience in managing hybrid workforce IT environments (onsite & remote).

Preferred Qualifications

• Experience in FinTech or Financial Services firms, particularly in high-security and regulated environments.

• Familiarity with cloud-based IT management and automation tools.

• Knowledge of IT compliance standards (e.g., ISO 27001, SOC 2).

• Experience in coding/scripting (e.g., Python, Bash, PowerShell) for automation and system administration tasks.

• Prior experience managing IT support for an international workforce.

• Experience in vendor and external service provider management.

Key Competencies & Traits

• Cultural Fit: Aligns with our organisational values and contributes positively to our workplace culture.

• Empowering Leadership: Leads by delegation and ownership, rather than micromanagement.

• Process-Driven: Sets clear objectives, tracks progress, and drives continuous improvement.

• Excellent Communicator: Strong written and verbal communication skills to engage effectively with team members and external stakeholders.

• Self-Starter: Takes initiative, proactively solves problems, and thrives in a fast-paced environment.

• Security Mindset: Understands and implements IT security best practices.

• Adaptability: Able to balance hands-on technical tasks with strategic leadership responsibilities.

Our recruitment philosophy

We believe the most important aspect of our recruitment process is self-awareness: we are looking for people who have a clear understanding of themselves and what they are looking for in their professional career. That means that we expect to work with people who not only have the right skills, but who have also made the conscious decision to look for a company in our industry and with our characteristics.

Our offer

• A competitive salary package, including benefits that you choose and manage according to your needs and those of your family (car/bike, meal vouchers, phone and internet subscription, health insurance, 25 days off, etc.)

• Complete autonomy in your time management thanks to flexible working hours and the opportunity to work remotely

• The freedom to create your own entrepreneurial experience by being part of a team of people in search of excellence who all receive stock options from the first year

• A ton of fun in a thriving and multicultural environment, with colleagues enjoying regular team building activities

• Keyrock can potential offer a relocation package for the right candidate to be based in Brussels but this is at the discretion of the hiring manager.

Keyrock offers you both a career and a large range of benefits that we will gladly discuss in the course of the application process.

As an employer we are committed to build an inclusive, diverse and non-discriminating work environment. We welcome employees of all backgrounds, ethnicities, genders, creed and sexual orientation. We hire, reward and promote entirely based on merit and performance.

Keyrock only accepts direct applications for this vacancy.