Leads IT operations by managing endpoint reliability, security, and scalability for identity and infrastructure systems. Handles Tier 2/3 incidents, automates resolutions, troubleshoots Apple devices and tools like Okta and Google Workspace, and mentors team members. Requires 5-7 years in IT ops supporting technical teams.
100k – 200k/yr
On-site5+ YOEIT Support
About the role
Responsibilities
Handle day-to-day operations and incident response
Triage and resolve Tier 2/3 tickets with a focus on automation and improving response and resolution times
Manage and troubleshoot Apple devices at hyper-scale
Trace root causes across complex, multi-system failures (Rippling → Okta → Kandji → Google Workspace), identify patterns in recurring tickets, and propose automation or self-service solutions
Analyze downstream impacts before making changes; map dependencies and blast radius for SSO, MDM, and access-control changes
Build and maintain runbooks, troubleshooting guides, and knowledge base articles that elevate team capabilities
Lead small projects that address operational pain points (BYOD policies, international provisioning, compliance evidence collection)
Translate technical issues for non-technical stakeholders (People Ops, Finance, Legal) during incidents and changes
Mentor future IT team members on troubleshooting methodology and systems thinking
Participate in an on-call rotation and help establish sustainable escalation procedures as the team grows
Requirements
5–7 years in IT Operations or Technical Support roles, ideally supporting technical teams (SaaS, cloud, AI/ML environments)
Systems thinker who naturally traces dependencies, considers second-order effects
Serve as the primary on-site IT contact for the New York City office, providing frontline hardware, AV, network, and access support while owning asset management, ticket resolution, and contributing to IT roadmap initiatives and process improvements.
100k – 125k/yr
Hybrid4+ YOEIT Support
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