Manager, Information Technology

We are seeking an experienced Manager, Information Technology to join our team. As a Manager, Information Technology, you will be responsible for leading a high-performing team of IT Analysts and Engineers responsible for user provisioning, computer management, security, and day-to-day technical support. You will oversee user and computer management lifecycle, triage and manage ticket queue in Jira Service Management, lead implementation and optimization of IT tools and workflows, manage infrastructure and systems administration, partner on security, compliance, and data privacy, and create and maintain documentation.

Key Responsibilities:

• Direct management of 5–7 IT Analysts and Engineers: conduct regular 1-on-1s, performance reviews, career development planning, and team meetings; foster a collaborative, growth-oriented culture.
• Oversee user and computer management lifecycle: user provisioning/offboarding, device deployment, access management, and deprovisioning across Google Workspace, O365, Okta, 1Password, and related tools.
• Triage and manage ticket queue in Jira Service Management: set SLAs, assign work, review escalations, and ensure timely resolution; own team performance metrics and reporting.
• Lead implementation and optimization of IT tools and workflows: evaluate new solutions (e.g., automation via Workato, AI-powered service delivery), manage vendor relationships, and communicate changes to stakeholders.
• Manage infrastructure and systems administration: oversee device fleet management via Kolide, network management via Cisco Meraki, and internal tool configurations (Slack, Zoom, Confluence, Glean, Lucidchart).
• Partner on security, compliance, and data privacy: ensure team follows security best practices, manage access controls, handle identity governance via Okta, and balance privacy considerations when introducing new tools (especially AI-powered solutions).
• Create and maintain documentation: develop runbooks, knowledge base articles, and process diagrams that capture team procedures and reduce single points of failure.

Requirements:

• 5+ years of IT management or team leadership experience, with demonstrated success building and scaling high-performing teams.
• Hands-on experience with user and computer management tools, ideally including directory services (Google Workspace, O365), identity/access management (Okta), and ticketing systems (Jira Service Management or similar).
• Proven background in helpdesk, IT support, or user services, with deep understanding of the IT service delivery lifecycle.
• Strong team leadership and people management skills: ability to mentor, develop, and hold direct reports accountable while fostering psychological safety and growth.
• Experience with IT automation, integration platforms, or workflow optimization (e.g., Workato, Zapier, API integrations, or scripting).

Expectations of AI Use in this role:

• Leverage AI-powered tools (Google Gemini, Claude, Notebook LM, and similar) to streamline IT service delivery,e.g., using AI to draft documentation, analyze ticket patterns, and propose automation opportunities.
• Lead thoughtful adoption of AI-enhanced tools while managing associated data privacy, security, and change-management considerations with your team.
• Model responsible AI use and guide your team in identifying where AI can improve efficiency without compromising security or user trust.

Nice to Have:

• Experience leveraging AI-powered tools and automation to enhance IT service delivery, while managing associated data privacy, security, and change-management considerations.
• Familiarity with low-code/no-code platforms (Workato, Zapier) and integration patterns that reduce manual IT overhead.
• Knowledge of cloud identity and access management (Google Workspace, Okta, Entra ID).
• Experience with network management tools (Cisco Meraki or similar) or endpoint management platforms (Kolide, Jamf, Intune).
• Background in a fast-growing, high-growth tech company or healthcare data organization.

Salary Range: $133,000-$165,000 USD