Hybrid IT Support Manager

at Confluent

• Job title: IT Support Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $141,500 - $166,300 per year
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM
• Location requirements: Hybrid, Remote, United States

About the role

• IT Support Manager responsible for Confluent's US IT support and technical operations. Managing ticket queues and ensuring high-quality user support across the organization.

Responsibilities

• Shared accountability for roadmaps, performance, and availability of the IT Support team
• Be the face of IT support to our local Confluent team, including our executives at our HQ.
• Provide mentorship, coaching, and professional development to a team of direct reports
• Serves as a contributor to the company in collaboration with the leadership team for purchase, tracking, integration, testing, operation, and disposition of all changes to company-wide technology owned by the IT team
• Translate highly complex IT concepts in ways that a variety of audiences can understand; influence senior leadership to adopt new ideas, products, and/or approaches.
• General administration and familiarity with GSuite, Zoom, Slack, Atlassian, and Okta.
• Consult senior-level stakeholders across the entire organization to identify business and technology needs and optimize the use of information technology.
• Proactively identifies opportunities, conducts analyses, needs assessments, cost/benefit assessments, and brokers other IT services.
• Foster strategic relationships between internal IT resources and external entities (vendors, partners, etc.)
• Ensure smooth delivery and operation of IT services by monitoring system performance.
• Develop dashboard, reports, and KPIs for performance & productivity reporting for systems and personnel.
• Ensure our Service Level Agreements (SLA) and escalations are appropriately addressed.
• Develop and implement strategies to manage, measure, and improve services, tools, and overall support.
• Help define and be part of our AI strategy, including support, user education, and experience.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field; equivalent experience considered.
• 5+ years of progressive IT support experience, including at least 2 years in a supervisory, lead, or management role.
• Technical expertise in computer systems, networks, hardware, software, and standard business applications.
• Proven ability to balance leadership duties with personal technical workload.
• Experience managing IT asset lifecycles, onboarding/offboarding processes, and support-related audits.
• Excellent troubleshooting, problem-solving, and analytical skills.
• Strong leadership, communication, and interpersonal abilities with a customer service focus.
• Experience with ITSM tools and knowledge of ITIL best practices preferred.
• Experience with AI for end-user support is a plus.

Benefits

• Offers Equity