# Manager, IT Support

**Company:** [Anthropic](https://hotfix.jobs/companies/anthropic)
**Location:** New York, NY, San Francisco, CA, Seattle, WA
**Role:** IT Support
**Salary:** $230k – $265k/yr
**Experience:** 7+ years
**Skills:** it support, macOS, identity and access management, saas troubleshooting, hardware lifecycle, av support, service level management, on-call rotation, support automation, it operations
**Posted:** 2026-07-22

> Lead and develop a team of IT Support Engineers across multiple US offices. Own queue health, service levels, on-call rotation, and metrics for the Americas while partnering with engineering to build automation and maintain security.

## Job Description

## 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)

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