• Provide daily leadership, coaching, and performance management for two IT Support Engineers • Manage the IT support queue, prioritizing and assigning requests to meet SLA commitments • Act as a senior escalation point for complex or critical IT support incidents • Maintain IT asset lifecycle management (inventory, procurement, deployment, decommissioning) • Drive improvements in IT documentation, knowledge base, and training materials • Partner with IT leadership on execution of process improvements, automation rollouts, and service enhancements (without owning strategic design) • Ensure smooth and consistent employee onboarding/offboarding experiences • Research and recommend new tools and practices; support implementation led by IT leadership • Support core IT systems including but not limited to, FiscalNote's collaboration suite, identity management, Mobile Device Management (MDM), and Antivirus • Participate in the IT support escalation rotation as needed • Leverage AI tools to automate repetitive IT workflows, including ticket triage, routing, and status updates within FreshService • Champion the use of AI-assisted documentation to maintain an accurate, up-to-date knowledge base with minimal manual overhead • Support the team's responsible use of Claude and other approved AI tools for drafting runbooks, SOPs, and internal communications

• Test the environment using predefined procedures to ensure correct operation after changes; • Assess the environment's health using monitoring tools to ensure proper operation after changes; • Generate execution reports using existing tools to align performed actions and identify required improvements; • Provide 1st, 2nd and 3rd level support to other IT teams and business areas; • Handle incidents and service requests related to the area of responsibility; • Support Group Policy (GPO) management; • Participate in crisis management sessions (war room).

• Responsible for managing a credit administration/loan review group • Ensures credits adhere to existing policies and regulatory credit specifications • Documentation is adequate to ensure security of collateral • Ongoing administration and review is adequate to maintain the loan portfolio’s quality and profitability

• Own and govern the global Azure environment, ensuring performance, scalability, security, resilience, and cost optimisation. • Lead Azure Virtual Desktop (AVD) globally, including architecture, operational standards, scaling, performance, and user experience. • Define and enforce standards across Microsoft 365, Azure services, and core cloud platforms. • Act as escalation point for critical platform issues, ensuring stability and availability. • Drive automation, standardisation, monitoring, and continuous service improvement. • Own IT services across all global offices, ensuring a consistent digital workplace experience. • Define standards for collaboration tools, Microsoft Teams, conferencing systems, and meeting room technologies. • Ensure alignment between global standards and regional execution. • Improve IT service quality, responsiveness, and end-user experience globally. • Own global endpoint management via Microsoft Intune and Autopilot. • Define device lifecycle standards including provisioning, configuration, patching, compliance, asset management, and retirement. • Ensure all endpoints meet security, compliance, and Conditional Access requirements. • Maintain global visibility and governance of all devices. • Own Entra ID operations including identity lifecycle, access control, governance, and access reviews. Enforce Zero Trust principles, MFA, Conditional Access, least privilege, and role-based access. • Own global joiner, mover, and leaver processes. • Ensure secure provisioning and deprovisioning across Entra ID, Intune, AVD, Microsoft 365, and business systems. • Maintain audit-ready compliance and a consistent employee experience. • Own and govern security controls across all core IT platforms. • Ensure alignment with cybersecurity frameworks, ISO 27001, ISAE 3402, DORA, and client assurance requirements. • Own global disaster recovery and resilience strategy for cloud and IT services. • Define global connectivity standards for Azure, Microsoft 365, AVD, and SaaS platforms. • Own IT governance frameworks, policies, and standards globally. • Lead audit, risk, and compliance reporting activities. • Lead a federated global IT operating model across central and regional teams. • Translate business requirements into global IT strategy and roadmap.