IT Operations Lead

About the Institute of Foundation Models We are a dedicated research lab for building, understanding, using, and risk-managing foundation models. Our mandate is to advance research, nurture the next generation of AI builders, and drive transformative contributions to a knowledge-driven economy. 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. You will participate in the development of groundbreaking AI solutions that have the potential to reshape entire industries. Strategic and innovative problem-solving skills will be instrumental in establishing MBZUAI as a global hub for high-performance computing in deep learning, driving impactful discoveries that inspire the next generation of AI pioneers. About the Role We are seeking an experienced and highly service-oriented IT Operations Lead 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 leadership 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. You will play a key role in building and maintaining our IT infrastructure, supporting employees directly, and driving operational continuity across the organization. Key Responsibilities IT Operations & Infrastructure Manage the overall health, uptime, performance, and day-to-day operation of the organization's IT environment. Lead and support office IT initiatives, including new office setup and expansion projects. Implement and manage office technology infrastructure, including storage solutions, networking, printers, and endpoint devices. Establish and maintain IT policies, procedures, and operational standards. Security & Compliance 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. Endpoint & Device Management Administer Mobile Device Management (MDM) platforms and endpoint management solutions. Configure, deploy, secure, and maintain laptops, mobile devices, and other user hardware. Manage device lifecycle processes, including provisioning, upgrades, replacements, and decommissioning. Standardize and automate endpoint deployment and configuration where possible. Employee Support & Service Delivery Serve as the face of IT for employees, providing high-touch, white-glove support across the organization. Deliver IT onboarding and orientation for new hires. Set up and configure laptops, software, accounts, printers, and collaboration tools. Troubleshoot hardware, software, networking, and access issues with a strong customer-service mindset. Ensure a seamless employee experience from onboarding through ongoing support. Asset & Vendor Management 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. Global Collaboration 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. Academic Qualifications 5–7 years of experience in IT Operations, Systems Administration, Infrastructure Support, or a related role. Experience managing endpoint devices, MDM platforms, and enterprise IT environments. Strong understanding of IT security, VPN technologies, access management, and compliance best practices. Experience supporting office infrastructure, including networking, storage solutions, printers, and collaboration technologies. Proven experience with IT asset management and vendor management. Excellent troubleshooting, communication, and customer service skills. Ability to work independently in a fast-paced, high-growth environment. Preferred Skills Strong operational mindset focused on reliability, continuity, and service delivery. Comfortable balancing strategic IT initiatives with hands-on support responsibilities. Highly organized, proactive, and detail-oriented. Experience supporting geographically distributed teams and global operations. Visa Sponsorship This position is eligible for visa sponsorship. Benefits Include *Comprehensive medical, dental, and vision benefits *Bonus *401K Plan *Generous paid time off, sick leave and holidays *Paid Parental Leave *Employee Assistance Program *Life insurance and disability