Manager, IT Support

📋 Description

• Lead and develop IT Support Engineers across SF, NY, Seattle
• Hire IT Support Engineers, including for exec/board support
• Own in-office coverage across SF, NY, Seattle
• Own queue health, SLAs, and routing across the Americas
• Drive metrics: first-touch resolution, time to first response, satisfaction
• Run Americas on-call rotation within the follow-the-sun model

🎯 Requirements

• 7+ years IT support/ops experience, with 3+ years leading a team
• Proven track record hiring, coaching, and developing engineers
• Experience leading frontline IT support, owning queue and service levels
• Experience managing across multiple offices and distributed reports
• Strong hands-on IT support: macOS, identity and access, SaaS, hardware, AV
• Security-first mindset and good judgment on security vs user experience

🎁 Benefits

• Competitive compensation and benefits
• Optional equity donation matching
• Generous vacation and parental leave
• Flexible working hours
• New York City office allows collaboration