Manager of IT

About the Opportunity
The organization is seeking a Manager of IT to bring technical leadership, delivery structure, and systems health to its technology operations. Reporting to the Senior Director of IT, this full-time role owns the operating rhythm of core workplace systems—including sprint planning, ticket hygiene, resolution SLAs, and project delivery—while directly managing and developing a team of IT support specialists.
Acting as a senior technical escalation point between leadership and frontline support, the Manager of IT serves as a force multiplier by converting recurring manual processes into automation, establishing clear reporting structures, and guiding the support team through organizational growth. This is a fully remote position based in the United States, with periodic in-person retreats.
Responsibilities
Run the IT team operating rhythm, establishing sprint planning, standups, retrospectives, ticket hygiene, and clear SLA tracking aligned with the broader technology organization.
Directly supervise and develop the IT support team, providing clear direction, performance oversight, and professional growth support.
Serve as the senior technical escalation point above support specialists, guiding the team through complex troubleshooting, root-cause analysis, and IT operational standards.
Own enterprise identity and access management (IAM) platforms, specifically Okta, including RBAC design, group architecture, SSO and SCIM integrations, and lifecycle provisioning automation.
Administer systems and policies within cloud collaboration platforms alongside mobile device management (MDM) to ensure device compliance, zero-touch deployment pipelines, and OS update strategies across macOS endpoints.
Manage the cloud telephony and collaboration portfolio, including Zoom, Zoom Phone (call queues and IVR routing), Slack, and Jira Service Management queue routing logic and configuration.
Convert recurring manual IT onboarding and access requests into automated self-service workflows.
Build IT operational reporting dashboards, structuring data to help manage and streamline day-to-day IT operations.
Reconcile software licenses against active headcount on a set cadence to identify cost variances before they compound across SaaS applications.
Partner with Security to conduct access reviews, enforce least-privilege principles, support endpoint and email security tooling, and collect IT audit evidence for compliance cycles.
Strategically implement and administer AI capabilities within IT operations to improve overall throughput, efficiency, and SLAs while adhering to rigorous compliance standards.
Partner cross-functionally with HR, Clinical, Commercial, and Engineering stakeholders to manage cohort onboarding and offboarding, run decision-oriented meetings, and maintain clear technical runbooks and end-user FAQs.
Required Qualifications
5+ years of progressive experience in IT operations and systems administration, including direct people-management experience supervising, developing, and mentoring technical or support staff.
Deep technical mastery of enterprise identity administration, including RBAC design, SSO and SCIM integrations, and provisioning workflow automation.
Strong hands-on experience managing macOS fleets of approximately 400 endpoints using MDM and cloud collaboration platforms.
Proven track record of building operational reporting dashboards and structuring data into actionable metrics for leadership across ticket execution, SLA tracking, and license utilization.
Demonstrated capability operating within regulated healthcare or compliance environments (such as HIPAA and SOC 2), including running access reviews and gathering audit evidence.
Highly developed cross-functional communication and project delivery skills, with the ability to run decision-oriented meetings and write clear runbooks for technical and non-technical staff.
Practical experience applying AI tools to operational workflows within a secure, compliant environment.
Preferred Qualifications
Direct experience with Kandji and Google Workspace.
Experience or familiarity administering cloud telephony (Zoom Phone IVR and call queues), Jira Service Management, or CRM tools such as Zoho.
Compensation and Benefits
The expected annual salary range for this role is $124,000 to $138,000. Actual starting salary is determined on an individualized basis based on factors including specific skill sets and relevant work experience.
The organization offers a comprehensive benefits package, including health coverage, a 401(k) retirement plan with an employer match, paid time off, paid holidays, and paid parental leave.
Diversity, Equity, and Inclusion
The organization is committed to continually building a diverse, equitable, and inclusive team where all individuals feel valued, respected, and supported.

Work arrangement
Yes