# Head of IT and Production Support

**Company:** [Baton](https://hotfix.jobs/companies/baton)
**Location:** San Francisco, CA
**Role:** IT Support
**Salary:** $180k – $230k/yr
**Experience:** 8+ years
**Skills:** Google Workspace, Slack, AWS, Microsoft 365, Teams, Azure, Prometheus, Grafana, Sentry, Datadog, SSO, MDM, Site Reliability Engineering, DevOps, Production Support
**Posted:** 2026-06-09

> Lead and scale Baton's Production Support Engineering team while owning enterprise IT operations across Google Workspace, Slack, AWS, and bridging to Ryder's Microsoft 365/Azure environment. Drive platform reliability, incident management, and 24x7 support transformation.

## Job Description

## Responsibilities

### Leadership & Team Development
- Lead and mentor a high-performing Production Support Engineering team, fostering a culture of ownership, empathy, and continuous improvements
- Build and execute hiring, onboarding, and career development plans, establishing clear pathways for growth
- Create structured onboarding programs to accelerate context-building on Baton's products, tech stack, and business logic
- Foster deep integration between PSE and core engineering teams, breaking down silos and enabling knowledge sharing

### Operational Excellence
- Design and implement comprehensive runbooks, processes, and operational documentation
- Establish and manage SLAs and key metrics (uptime, response time, resolution time, CSAT), driving continuous improvement through data
- Own customer and operator communication during incidents, ensuring clear, timely, and empathetic updates during outages and degradations
- Leverage customer insights, telemetry, and support trends to proactively detect issues, automate solutions, and advance support tooling
- Partner with Engineering to validate new features, run bug bashes, create E2E/integration tests in response to incidents, and support pre-onboarding QA for customer migrations

### Strategic Initiatives
- Define the team's charter, transforming Production Support towards a hybrid Site Reliability Engineering (SRE) / Technical Solutions Engineering model
- Partner with Engineering and Product leadership to influence platform reliability, observability tooling, and self-service capabilities
- Define and execute a roadmap toward 24x7 coverage, reducing external help desk dependencies as the business scales
- Establish processes for the PSE team to take on customer-specific technical solutions, configuration changes, and lightweight operational fixes
- Champion exceptional customer experiences: Use incident trends and customer feedback to drive platform improvements

### Enterprise IT Administration
- Manage and administer Baton's core IT systems including Google Workspace, Slack, AWS, related productivity tools, MDM, office A/V, and office internet/WiFi
- Develop and implement strategies for bridging Baton and Ryder systems where appropriate, including SSO, identity management, and cross-platform workflows
- Act as primary technical liaison with Ryder's enterprise IT team, navigating policies, security requirements, and integration opportunities
- Build relationships with Ryder IT leadership to advocate for Baton's needs while ensuring alignment with enterprise standards
- Evaluate opportunities to migrate Baton systems to Ryder's enterprise platforms where it makes business and technical sense
- Create and maintain policies, procedures, and documentation for Baton's IT environment aligned with Ryder's security and compliance policies
- Provide hands-on IT support to Baton employees
- Identify opportunities for automation and integration, partnering with engineering teams as needed

## Minimum Qualifications
- 8+ years of experience in IT, DevOps, or Site Reliability Engineering
- 5+ years of experience managing and scaling production support teams in high-growth B2B SaaS environments where reliability, compliance, and customer SLAs are non-negotiable
- Hands-on experience administering enterprise IT systems (Google Workspace, Slack, AWS, MDM, SSO/identity, office A/V/networking)
- Hands-on experience with monitoring and alerting systems (Prometheus, Grafana, Sentry, DataDog, etc.)
- Strong program management skills to lead cross-functional initiatives and drive projects to completion
- Strong change-management skills, with a track record of rolling out new systems with minimal disruption and high employee adoption
- Experience navigating enterprise procurement, security, compliance, and change-control processes
- Comfort navigating large, matrixed organizations (experience working across multiple teams, getting alignment, and influencing without authority)
- Deep empathy for employees and customers, with commitment to delivering exceptional support experiences even under pressure

## Preferred Qualifications
- Experience with QA or test automation
- Experience building or managing 24x7 support operations
- Experience transitioning support teams toward SRE or Technical Solutions Engineering models
- Hands-on experience administering both Microsoft 365/Teams/Azure and Google Workspace/Slack/AWS environments and making them play well together
- Experience with enterprise security and compliance policy definition and implementation
- Experience in logistics, supply chain, or freight technology

## Compensation & Benefits
- Competitive Base Salary + Cash Bonus Structure
- Annual Company Bonus + Long Term Incentive Plan
- 401k with Matching
- Hybrid Work Schedule
- Medical, Dental, and Vision Health Coverage
- Employee Stock Purchase Program (15% discount to market value)

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