Manager, IT Support

**WHO WE ARE**

At Trustly, we’re on a mission to deliver a better way to pay and get paid. Consumers deserve a payment option that prioritizes financial responsibility, and merchants should have the independence to accept payments without unnecessary costs. This mission drives everything we do.

We’re revolutionizing the payments industry by making Pay by Bank the new standard at checkout, providing a smarter payment option to credit and debit cards. For merchants and consumers, this means the freedom to make and receive payments with greater security and ease.

Fueled by this purpose, we’ve grown into a global network connecting 9,000 merchants to 650 million consumers through 12,000 banks across 33 countries, processing over $58 billion annually. As the leader in Pay by Bank, we aim to redefine the payments experience by delivering exceptional products and unmatched value.

With regional offices in Vitória, Brazil and Silicon Valley, USA, and our global headquarters in Stockholm, Sweden, we are a diverse team that spans over 30 nationalities. Embracing a culture of innovation and collaboration, our 'work from anywhere' policy allows employees in Brazil, the U.S., and Canada to work remotely within their country of residence, enabling flexibility while staying connected to our global team.

At Trustly, we believe that inclusion and diversity are essential foundations for building a fair and equitable society. We do not discriminate based on race, religion, ancestry, color, national origin, gender identity, sexual orientation, age, citizenship, marital status, or disability status. Our main goal is to provide a fair, welcoming, diverse environment with opportunities for all collaborators. The stages of our selection process take place online and without distinction of any kind.

Now is the perfect time to join us and help accomplish our mission. If you’re inspired by purpose, thrive in a fast-paced and entrepreneurial environment, and are ready to shape the future of payments, we’d love to hear from you

**About the team**

Our mission as the Internal IT and Support team is to provide exceptional technical assistance and empower our colleagues to maximize their productivity and success. We are dedicated to delivering timely, reliable, and effective support services across the organization. Through our expertise, responsiveness, and customer-centric approach, we aim to foster a positive work environment and enable seamless operations for our internal stakeholders.

**What you'll do**:Service Desk Management:

- Lead the IT service desk team, providing first-class support to employees.
- Ensure timely resolution of IT issues, adhering to SLAs and optimizing ticketing processes.
- Monitor and analyze service desk performance, making data-driven improvements to enhance support operations.Apple Device Management:

- Oversee the deployment, configuration, and management of all Apple devices (MacBooks, iPhones) across the company.
- Implement and manage Apple MDM (Mobile Device Management) solutions to ensure security and compliance.
- Manage the budget and procurement process for Apple devices, including planning for hardware lifecycle management and ensuring cost-effective acquisitions.
- Track inventory and forecast hardware needs based on company growth and usage patterns.Corporate Systems Oversight:

- Work closely with internal stakeholders to ensure systems meet the company’s operational and security needs.
- Oversee system upgrades, integrations, and the implementation of new technologies.IT Strategy and Planning:

- Develop and execute the internal IT roadmap in alignment with the company's growth and strategic goals.
- Collaborate with leadership to identify areas for IT improvement and ensure seamless scalability as the company expands.
- Drive innovation by exploring and implementing new tools and solutions to enhance productivity and security.Security and Compliance:

- Ensure that IT systems and devices adhere to the company’s security policies and industry best practices.
- Work with the InfoSec team to implement and enforce security protocols, including data encryption, access control, and vulnerability management.
- Maintain compliance with relevant IT regulations and standards.Vendor Management:

- Manage relationships with external vendors for hardware, software, and IT services, ensuring service quality and cost-effectiveness.
- Negotiate contracts and maintain vendor performance to meet the company's evolving needs.

**Who you are**:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Solid experience in IT management, with a focus on Apple environments.
- Expertise in managing Apple devices and ecosystems, including experience with MDM tools (e.g., Jamf).
- Proven experience in managing service desk operations and leading IT support teams.
- Strong understanding of IT infrastructure, corporate systems, cloud services, and modern Access Management (eg. Okta