Manager, IT Support

Responsibilities

• Lead, coach, and develop a team of IT Support Engineers across San Francisco, New York, and Seattle—1:1s, feedback, performance management, and career growth
• Hire IT Support Engineers, including for our executive and board support function, and raise the bar as the team grows
• Own in-office coverage and staffing across San Francisco, New York, and Seattle, and lead a team you aren't always in the same room with
• Own queue health, service level attainment, and routing rules across the Americas
• Be accountable for how the Americas performs against our support metrics—first-touch resolution, time to first response, time to resolution, employee satisfaction—and drive the changes that move them
• Run and staff the Americas on-call rotation within the global follow-the-sun model
• Route escalations into specialist operations teams and IT Engineering, and hold your team to those boundaries
• Protect engineering time for automation and deflection work without letting the queue slip
• Collaborate with Workplace, People Ops, and other teams to support office operations and company events
• Travel regularly to San Francisco and occasionally to Seattle

Requirements

• 7+ years of experience in IT support and operations, with 3+ years managing a support team
• A track record of managing and developing engineers: hiring, coaching, performance conversations that change behavior, and moving people into their next role
• Experience leading a frontline IT support team, including ownership of a queue, its service levels, and the people who work it
• Experience managing across multiple offices, including reports you don't sit with, and a real answer for how you keep them developing
• Strong hands-on IT support fundamentals: macOS-primary fleets, identity and access, SaaS troubleshooting, hardware lifecycle, and AV first-response
• A demonstrated ability to move a support function's metrics
• A security-first mindset and excellent judgment about when user experience yields to security requirements
• Comfort with ambiguity and rapidly shifting priorities in a fast-paced environment
• Strong written communication—you can write a runbook, a postmortem, and a piece of hard feedback, and have each land
• Bachelor’s degree or an equivalent combination of education, training, and/or experience

Nice-to-Haves

• Experience building support infrastructure rather than inheriting it: a queue structure, an on-call rotation, an escalation model, or SLAs that didn't exist before you arrived
• Experience supporting executives or a board to a white-glove standard
• Experience building support automation, ticket deflection programs, or self-service platforms
• Experience supporting AI/ML research environments or highly technical user bases
• Background in companies with significant security or compliance requirements (e.g. SOC 2, FedRAMP)