IT Support Manager

About the role and why it’s unique:

• Lead and optimize IT support operations, ensuring a seamless employee experience
• Manage the Service Desk and IT service delivery, leveraging Freshservice for ticketing and automation
• Oversee identity and access management (IAM) with Okta, ensuring secure authentication, SSO, and MFA enforcement
• Manage device and endpoint security using JumpCloud (MDM for macOS/Windows) and Kandji (Apple MDM)
• Administer and support Google Workspace, Zoom, and Slack, ensuring efficient collaboration and security
• Improve onboarding/offboarding workflows, integrating IAM, MDM, and SaaS tools for efficiency
• Implement security best practices, including access controls, endpoint compliance, and SaaS security policies
• Drive process improvements and IT documentation to enhance IT support efficiency
• Partner cross-functionally with different departments to streamline IT processes and ensure alignment with company goals
• Establish and track OKRs to measure Service Desk performance, SLA adherence, and employee satisfaction

Who you are:

• 7+ years of IT support or IT operations experience, including 3-5 years in a leadership or management role
• Strong hands-on experience with Freshservice, Okta, Kandji, JumpCloud (MDM), Cerby, Google Workspace, Zoom, and Slack
• Proficient in Service Desk management, SaaS administration, identity management, and endpoint security
• Experienced in Apple (macOS/iOS) and Windows environments
• Deep understanding of evolving security threats and how to mitigate them through proactive IT measures
• Knowledgeable in zero-trust security principles, including least privilege access, MFA enforcement, and continuous authentication
• Skilled in IAM best practices, including SSO, automated provisioning and deprovisioning, and regular access reviews
• Familiar with ITIL frameworks and IT service management best practices
• Skilled in troubleshooting, IT documentation, and process optimization
• A strong communicator with excellent problem-solving and leadership skills
• Comfortable working in fast-paced, dynamic environments with evolving IT needs
• Experience in guiding teams through IT transitions, system implementations, and IT security policy rollouts

Even better if you have:

• ITIL certification or experience implementing ITSM best practices
• Experience managing or mentoring IT teams with a focus on IAM, endpoint security, or SaaS administration
• Familiarity with device compliance standards and experience enforcing security policies in MDM solutions like JumpCloud and Kandji
• Experience with Cerby or similar SaaS security tools to manage unsanctioned app access and shadow IT risks
• Familiarity with compliance frameworks such as SOC 2, ISO 27001, NIST, or GLI-33B
• Hands-on experience integrating SSO, MFA, and security policies across multiple SaaS platforms
• Background in IT asset management, including vendor management, procurement, and budget planning to support IT operations

Our target starting base salary range for this position is between $124,000 and $140,000, plus target equity. The starting base salary will depend on a number of factors including the candidate’s skills and experience, among other things.

What we can offer you:

• Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)
• 16 weeks of fully paid parental leave
• A $500 home office allowance
• A connected virtual first culture with a highly engaged distributed workforce
• 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents

#LI-REMOTE