IT Manager overseeing operational excellence and strategic direction for catering solutions applications. Leading a team and ensuring reliable, secure application services across hospitality operations.
About the role
- Help Desk Manager overseeing IT support operations and team development for a remote-first organization. Ensure efficient service delivery and enhance employee IT experiences.
Responsibilities
- Lead, coach, and develop a team of Help Desk Analysts and interns, driving accountability, engagement, and continuous improvement
- Own help desk operations end-to-end, including ticket queue management, SLA definition, and service quality outcomes
- Establish and optimize workflows, runbooks, and escalation paths to improve efficiency and reduce resolution times
- Track, analyze, and report on key performance metrics (CSAT, SLAs, time-to-resolution), using insights to drive improvements
- Administer and enhance ITSM tools and platforms to support scalable service delivery
- Identify and implement automation opportunities to reduce manual effort and improve team productivity
- Own the IT onboarding and offboarding experience, ensuring seamless device provisioning, access setup, and returns
- Manage hardware inventory and vendor relationships, ensuring accountability, cost-effectiveness, and SLA adherence
- Partner cross-functionally with Security, Engineering, and People Ops on access management, compliance, and workflows
- Support audit readiness and compliance requirements (e.g., SOC 2, SOX) through strong documentation and controls
- Coordinate support coverage and prioritization during high-demand periods, including catastrophe (CAT) events
Requirements
- 3–5 years of experience in IT support, including at least 1–2 years leading or supervising a team
- Proven experience managing a help desk or IT support function in a fast-paced environment
- Hands-on experience with ITSM platforms (e.g., Jira Service Management, Zendesk, ServiceNow)
- Strong knowledge of macOS and Windows environments, SaaS administration, and endpoint management
- Experience with identity and access management tools (e.g., Okta, JumpCloud)
- Experience using JumpCloud for directory and device policy management
- Experience with BetterCloud for SaaS operations and workflow automation
- Working knowledge of networking fundamentals, including VPNs, firewalls, and troubleshooting
- Ability to analyze operational data and translate insights into action
- Clear, effective communication skills with both technical and non-technical stakeholders.
- Nice to haves: Experience with Google Workspace and Slack administration
- Exposure to SOC 2 or SOX compliance environments
- Experience supporting a remote-first workforce
- Familiarity with ITIL or similar frameworks
Benefits
- Competitive salary and company equity through Restricted Stock Units (RSUs), granted as part of our standard compensation package and based on role and level
- 401(k) with company match up to 4% of eligible earnings
- Multiple medical plan options, plus dental and vision coverage
- Company-funded HSA contributions (based on medical plan selection)
- Company-paid life insurance and short-term disability
- A variety of supplemental benefit options, including long-term disability, critical illness, accident, legal, and pet insurance
- Access to mental health support and confidential counseling resources
- Flexible PTO for exempt employees (most employees take 15–20 days per year), plus 8 company-observed holidays
- Paid parental leave, including up to 14 weeks at 100% pay for birthing parents and 8 weeks at 100% pay for non-birthing parents
- Career mobility and internal growth opportunities across the organization
- Professional development budgets for certifications, conferences, and learning available, subject to management approval
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