Manager, IT Operations

Responsibilities

• Lead and develop IT Operations for the San Francisco Hub by coaching and supporting the IT Operations team and contractors.
• Provide hands-on assistance with escalated issues, create documentation, and deploy systems and processes that scale effectively.
• Build and maintain dashboards covering helpdesk metrics such as CSAT, SLAs, and common issues.
• Use operational data to identify root causes, inefficiencies, and bottlenecks, including access requests, automations, and lifecycle management.
• Partner cross-functionally with technical and non-technical teams to understand needs, solve problems, and deliver shared initiatives.
• Ensure hardware and software procurement aligns with budgets and forecast costs to optimize financial planning and resource allocation.
• Lead IT projects from conceptualization through completion, including cross-departmental collaboration.

Requirements

• 3+ years of experience leading a team of IT professionals with varied responsibilities.
• 5+ years of direct IT support experience.
• Experience working with remote teams, multiple offices, and different time zones.
• Ability to partner globally with technical and non-technical collaborators.
• Advanced knowledge administering Okta, Google Workspace, Zoom, Slack, Jamf, and other SaaS tools.

Nice to Have

• Excellent communication and analytical skills, with the ability to prioritize effectively and lead through complex situations.
• A leadership style focused on team development, accountability, and resilient systems and processes.
• Experience managing vendors and contractor workforces.

Compensation and Benefits

• Annual base salary range: $153,000–$269,000 USD.
• Equity and benefits including health, dental, and vision coverage; retirement benefits with company contributions; parental leave and reproductive or family planning support; mental health and wellness benefits; and paid time off.
• Additional benefits may include recharge days, cell phone and home internet reimbursements, lifestyle spending accounts, and an annual bonus plan for eligible non-sales roles.