Manager, IT Support

How they work

• 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 You may be a good fit if you have 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 Strong candidates may also have 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) Location This role is based in our New York City office and we expect you to be in-office 3 days per week.
• Annual Salary: $230,000—$265,000 USD Logistics Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time.
• However, some roles may require more time in our offices.
• We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues.

Eligibility

Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.

How to apply

• Deadline to apply: None.
• We encourage you to apply even if you do not believe you meet every single qualification.