IT Operations Specialist

IT Operations SpecialistOur client is a globally focused university offering market-relevant AI degrees that prepare future leaders to apply cutting-edge research to real-world challenges.As part of our team, you'll have the opportunity to work on the core of cutting-edge foundation model training, alongside world-class researchers, data scientists, and engineers, tackling the most fundamental and impactful challenges in AI development.We are seeking an experienced and highly service-oriented IT Operations Specialist to serve as the critical bridge between our U.S. and UAE offices. This is not a traditional help desk position; rather, it is a hands-on operational role responsible for ensuring the reliability, security, and efficiency of our end-user technology environment.The ideal candidate will combine strong systems administration expertise with exceptional customer service, enabling seamless onboarding, day-to-day operations, and global collaboration across time zones. This person must be able to hit the ground running with minimal ramp-up time and confidently support approximately 50 employees across a variety of IT needs.Key ResponsibilitiesManage the overall health, uptime, performance, and day-to-day operation of the organization's IT environment.Lead and support office IT initiatives, including future office moves and office expansion projects.Assist with future office relocations, including coordinating internet installation, working with internet service providers, and setting up office technology.Implement and manage office technology infrastructure, including storage solutions, networking, printers, and endpoint devices.Establish and maintain IT policies, procedures, and operational standards.Maintain a secure IT environment with a strong focus on data protection, compliance, and intellectual property security.Manage VPN access, endpoint security controls, and identity management processes.Ensure adherence to organizational security policies and best practices.Support security audits, compliance requirements, and risk mitigation initiatives.Configure, deploy, secure, and maintain laptops, Mac computers, mobile devices, monitors, printers, and other user hardware.Set up laptops, monitors, printers, docking stations, HDMI connections, and peripherals for employees.Troubleshoot Mac computers, laptops, hardware, software, networking, and peripheral devices.Manage device lifecycle processes, including provisioning, upgrades, replacements, and decommissioning.Standardize and automate endpoint deployment and configuration where possible.Serve as the primary IT support resource for approximately 50 employees.Provide day-to-day troubleshooting for laptops, Slack, printers, monitors, peripherals, software, connectivity issues, and general IT support.Deliver IT orientation for all new hires and must be available onsite every Monday to support onboarding and equipment setup.Track and manage incoming employee IT requests received through email and chat while ensuring timely follow-up and resolution.Provide exceptional customer service and ensure a seamless employee experience from onboarding through ongoing support.Occasionally provide after-hours support for UAE teams between 9:00 PM–10:00 PM PST, as business needs require.Manage IT asset inventory, procurement, tracking, and lifecycle management.Coordinate purchasing and deployment of laptops, peripherals, and office technology equipment.Build and maintain relationships with technology vendors and service providers.Monitor contracts, warranties, renewals, and vendor performance.Act as a key liaison between U.S. and UAE operations, ensuring consistent IT standards and support.Coordinate across teams and time zones to maintain operational continuity and service excellence.Support business growth through scalable and efficient technology operations.Required Qualifications5–10 years of experience in IT Operations, Desktop Support, Systems Administration, or a related IT support role.Must be able to hit the ground running with minimal training or ramp-up time.Experience providing day-to-day IT troubleshooting for laptops, Slack, printers, monitors, peripherals, networking, and general end-user technical issues.Hands-on experience setting up laptops, printers, monitors, docking stations, and HDMI connections for employees.Experience supporting Mac computers and troubleshooting macOS-related hardware and software issues.Must be available onsite every Monday to provide IT orientation, equipment setup, and onboarding support for new hires.Experience supporting approximately 50 employees in a fast-paced office environment.Ability to manually track and manage incoming IT requests through email, chat, and other communication channels while ensuring timely resolution.Willingness to occasionally provide evening support for UAE teams between 9:00 PM–10:00 PM PST as business needs require.Ability in assisting with office moves, including coordinating internet setup, working with internet providers, and configuring office technology.Experience managing endpoint devices, MDM platforms, and enterprise IT environments.Some knowledge of IT security, VPN technologies, identity management, and compliance best practices.Experience supporting office infrastructure, including networking, printers, wireless connectivity, and collaboration technologies.Proven experience with IT asset management and vendor management.Experience in startup or high-growth environments is a plus.Excellent customer service skills; white glove service.Ability to work independently in a fast-paced, high-growth environment.Comfortable communicating and collaborating with teams in both the U.S. and UAE.Comfortable working across multiple time zones with international teams.Preferred SkillsStrong operational mindset focused on reliability, continuity, and service delivery.Comfortable balancing strategic IT initiatives with hands-on technical support responsibilities.Highly organized, proactive, and detail-oriented.Experience supporting geographically distributed teams and global operations.TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.