The Role

The Senior IT Administrator is Oxford Road's first in-house IT hire, responsible for building and owning the internal technology function from the ground up. This role takes over a function that was previously managed by a third-party provider, which means the work includes not only ongoing systems administration but also establishing runbooks, building documented processes from scratch, and addressing technical debt inherited from prior IT management.

This is a senior, function-owner role: the person in this position is accountable for the health, security, and reliability of Oxford Road's technology environment, and for managing the IT Support Specialist who handles frontline helpdesk support. The Senior IT Administrator resolves issues that require senior technical judgment, infrastructure access, or security expertise, and is the final technical authority within the IT function.

Scope of Ownership

• Owns Oxford Road's internal IT function end-to-end: infrastructure, endpoints, systems administration, security posture, and IT service delivery
• Manages the IT Support Specialist: responsible for performance oversight, day-to-day direction, and development of that role as the function grows
• Owns the transition from outsourced IT management to an in-house function: inheriting existing systems, auditing current state, and establishing documented processes and runbooks where none exist
• Owns endpoint management across the organization: device provisioning, configuration, patching, and lifecycle management for all company hardware
• Owns identity and access management: user provisioning, offboarding, SSO, MFA enforcement, and access control across all platforms
• Owns core SaaS platform administration: including Salesforce, Qlik, Tableau, and other business-critical tools as assigned
• Owns IT security posture: implementing and enforcing security policies, monitoring for threats, and ensuring compliance with applicable standards
• Owns third-party security risk: vendor security review prior to procurement, vendor DPA and security exhibit review, subprocessor inventory, collection and review of vendor SOC 2 reports and bridge letters, and annual reassessment of critical vendors
• Owns the client-facing security response function: security questionnaires (SIG, custom), DPA and MSA security schedules, and the maintained answer library behind them, in partnership with Legal and Business Development on commercial terms
• Does not own software engineering, product development, or data infrastructure; those sit within Product and Analytics

Decision Rights

• Final decision-maker on IT infrastructure, endpoint configuration, and systems administration within the established budget
• Owns access control decisions: grants, modifies, and revokes user access across all platforms based on role requirements and security policy
• Authority to establish and enforce IT policies, procedures, and standards across the organization
• Escalates capital expenditure requests and vendor contract decisions to EVP, Operations for approval
• Manages and directs the IT Support Specialist within established performance frameworks; escalates personnel concerns to EVP, Operations and the People Team

What You'll Do

Infrastructure & Systems Administration

• Administer and maintain Oxford Road's core IT infrastructure: network, servers, cloud environments, and business-critical systems
• Manage and optimize SaaS platform health across the organization, including Salesforce, Qlik, Tableau, and other assigned tools
• Own system monitoring, alerting, and incident response: ensure uptime, performance, and rapid resolution of infrastructure issues
• Develop and maintain documentation: runbooks, system inventories, configuration records, and process guides that did not previously exist

Endpoint Management

• Own the full endpoint lifecycle: provisioning, configuration, patching, and decommissioning of all company devices (Mac, PC, mobile)
• Manage device management platforms (MDM/EMM) to enforce security policies and maintain compliance across all endpoints
• Ensure all endpoints are current on OS and application patches with no critical vulnerabilities outstanding

Identity & Access Management

• Own user provisioning and offboarding: create, modify, and remove accounts across all platforms in accordance with HR-initiated requests
• Administer SSO, MFA, and directory services to enforce least-privilege access and reduce identity risk
• Conduct periodic access reviews and remediate any access anomalies or policy violations

Security & Compliance

• Own Oxford Road's IT security posture: implement and enforce security policies, manage endpoint protection, and monitor for threats
• Ensure compliance with applicable security frameworks and data protection requirements, including internationally located employees
• Lead incident response for security events: contain, investigate, remediate, and document
• Conduct regular security audits and vulnerability assessments; report findings and remediation status to EVP, Operations
• Own third-party security risk: conduct vendor security reviews prior to procurement, review vendor DPAs and security exhibits, maintain the subprocessor inventory, and collect and review vendor SOC 2 reports and bridge letters; lead annual reassessment of critical vendors
• Own the client-facing security response function: complete security questionnaires (SIG, custom), manage DPA and MSA security schedules, and maintain the answer library behind them; partners with Legal and Business Development, who own commercial terms

IT Support & Escalation Management

• Own the escalation path from the IT Support Specialist: resolve issues that require senior technical judgment, security expertise, or infrastructure access
• Set and maintain service standards for the IT Support Specialist, ensuring end-user issues are resolved within defined SLAs
• Provide direct support for executive-level and high-priority issues requiring immediate senior attention

People Management

• Manage the IT Support Specialist: provide clear direction, ongoing feedback, and performance oversight
• Develop the IT Support Specialist's technical skills and support their growth within the function
• Build the team structure and operating model as the IT function matures and headcount grows

Vendor & Asset Management

• Manage relationships with technology vendors, service providers, and software licensors
• Own IT asset inventory: maintain accurate records of all hardware and software assets across the organization
• Evaluate and recommend new tools, vendors, or infrastructure changes to improve reliability, security, or cost efficiency

Operating Cadence

Weekly: IT support queue review with IT Support Specialist; infrastructure and endpoint health check; active incident and ticket status review

Monthly: Security posture review; system and endpoint patch compliance report; access review and anomaly remediation; vendor and license review

Quarterly: Infrastructure health and capacity review; IT roadmap and project status update to EVP, Operations; IT Support Specialist performance review

What Success Looks Like

• Oxford Road's IT function operates as a fully in-house capability with documented processes, clear runbooks, and no critical dependencies on the prior third-party provider
• Endpoints are managed, patched, and compliant; infrastructure is stable and monitored; no critical vulnerabilities remain outstanding
• IT security posture is measurably improved from the inherited state, with documented policies, enforced access controls, and a clear incident response process
• The IT Support Specialist is well-directed, developing technically, and resolving frontline issues within SLA without requiring senior escalation for routine requests
• Internal stakeholders experience IT as a reliable, responsive function: issues resolved quickly, onboarding and offboarding seamless, and systems consistently available
• SaaS platforms (including Salesforce, Qlik, and Tableau) are administered with accuracy and minimal disruption to the teams that depend on them

Performance Expectations

Specific metrics and SLAs will be established collaboratively in the first 30 days. The areas below reflect the performance dimensions this role is accountable for.

Infrastructure & Endpoint Health

• System uptime and availability across core infrastructure and business-critical SaaS platforms
• Endpoint patch compliance rate: percentage of devices current on OS and application patches
• Time to provision and time to decommission: speed and accuracy of onboarding and offboarding workflows

Security & Compliance

• Open critical/high vulnerabilities: number of unresolved critical or high-severity vulnerabilities outstanding
• Access review completion: periodic access reviews conducted on schedule with anomalies remediated
• Incident response time: mean time to contain and resolve security incidents

IT Support & Service Delivery

• Escalation resolution time: senior-level issues resolved within agreed SLA
• IT Support Specialist performance against frontline SLAs
• Process documentation coverage: percentage of core IT processes with documented runbooks

Required Qualifications

• 5 or more years of experience in IT systems administration, endpoint management, or a related technical function
• Demonstrated experience managing or mentoring junior IT staff
• Hands-on experience with MDM/EMM platforms (e.g., Jamf, Intune, or equivalent)
• Proficiency in identity and access management tools: SSO, MFA, directory services (e.g., Okta, Azure AD, Google Workspace)
• Experience administering SaaS platforms in a business environment, with direct familiarity with Salesforce, Qlik, and Tableau preferred
• Working knowledge of IT security frameworks, endpoint protection, and incident response practices
• Experience building documentation and operational processes in environments where formal IT infrastructure is being established or rebuilt
• Strong written and verbal communication skills; able to explain technical concepts clearly to non-technical stakeholders

Key Relationships

• EVP, Operations: Direct reporting relationship; primary stakeholder for IT strategy, budget, and function-level decisions
• IT Support Specialist: Direct report; day-to-day direction, performance management, and technical mentorship
• People Team: Coordinates on employee onboarding, offboarding, and access provisioning requests
• Finance Team: Coordinates on IT asset management, vendor contracts, and license renewals
• Product & Engineering: Secondary coordination on infrastructure requirements for product systems and integrations

What This Role Is Not

• Not a frontline helpdesk role. Day-to-day end-user support is owned by the IT Support Specialist; this role owns the escalation path and senior technical resolution
• Not a software engineering or product development role. Those functions sit within Product and Engineering
• Not a passive systems maintainer. This role is expected to build, document, and improve the IT function, not simply sustain the status quo inherited from the prior provider
• Not a vendor-dependent function long-term. A key outcome of this role is reducing reliance on external IT management and establishing durable in-house capability

Why This Role Matters

Oxford Road is insourcing its IT function for the first time, which means this hire is not stepping into an established operation. They are building one. The health of the company's systems, the security of its data, and the reliability of the tools that every team depends on every day all flow through this role. A strong Senior IT Administrator means the organization can operate without IT becoming a bottleneck, a liability, or a source of avoidable disruption. This role is the foundation of Oxford Road's internal technology capability, and the standard it sets now will define how IT scales as the company grows.