Manager, IT Support

We're looking for a highly capable and experienced Manager, IT Support to lead our global IT Support team. This position is based in our New York City office. This role involves delivering exceptional technical support services, managing IT infrastructure, and optimizing the employee technology experience. The perfect candidate will possess excellent leadership abilities, robust technical expertise, and a strong dedication to process enhancement.

What You’Ll Do:

Team Leadership & Management

• Lead, mentor, and manage a team of IT Support Engineers, fostering a culture of high performance, continuous learning, and customer service excellence.
• Establish and track key performance indicators (KPIs) for the team, ensuring service level agreements (SLAs) are consistently met or exceeded.
• Manage the team's shift schedules, on-call rotations, and resource allocation to ensure 24/7 or appropriate coverage for employee support needs.
• Oversee the onboarding and offboarding process for all employees, ensuring new hires have the necessary equipment and access from day one, and departures are handled securely and efficiently.

Technical Operations & Support

• Oversee the deployment, management, and troubleshooting of end-user hardware and operating systems, including macOS and Windows.
• Provide high-level technical support across our core enterprise systems (Okta, Google Workspace, Slack, Atlassian, Zoom, Jamf, Intune, Cisco Meraki, etc.)
• Ensure all IT assets are tracked and managed accurately, maintaining an up-to-date inventory.

Process & Infrastructure Improvement

• Develop, document, and implement IT policies, procedures, and best practices to standardize support processes and improve service efficiency.
• Manage the selection, procurement, and deployment of new technology and equipment.
• Act as an escalation point for complex technical issues, providing hands-on support and resolution when necessary.

What We’Re Looking For:

• 7+ years of proven experience in an IT Support or Service Desk role, with at least 2 years in a leadership or management capacity.
• In-depth, hands-on experience supporting and troubleshooting macOS and Windows operating systems in an enterprise environment.
• Strong administrative and technical expertise across core enterprise tools, including Okta, Google Workspace, Slack, Zoom, Atlassian (Jira, Confluence), Jamf, Intune, and network fundamentals with experience managing Cisco Meraki or similar infrastructure.
• Demonstrated ability to manage IT inventory, procurement, and asset life cycles, especially for onboarding and offboarding.
• Excellent communication, interpersonal, and problem-solving skills.
• Relevant certifications (e.g., ITIL, CompTIA, Apple, Microsoft) are a plus.
• Bachelor’s degree in Information Technology, Computer Science, or a related field is a huge plus.

The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. To determine a successful candidate’s starting pay, we carefully consider a variety of factors, including primary work location, an evaluation of the candidate’s skills and experience, market demands, and internal parity.

For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation. Target incentive compensation for some roles may include a ramping draw period. Compensation is higher for those who exceed targets. Candidates may receive more information from the recruiter.Pay Range$101,250—$173,000 USD