Job Mission:

The mission of the Information Technology Manager is to ensure that all employees in a remote-first environment have the technology they need to get their jobs done. Your team’s mission is to provide customer-focused technical end-user support for the company’s technology services including hardware and network troubleshooting, desktop software support, and response to system and security alerts. (NOTE: Infrastructure is owned by the Engineering team)

The outcomes we’re looking for:

• Manage the company’s hardware and software needs working across departments, planning for scale, and ensuring data is secure.
• Collaborate with internal stakeholders to create a strategic Information Technology vision and roadmap for the organization that supports organizational goals, and build on that vision
• Partner with leadership to establish business and system requirements for projects and proactively advise on IT trends, benefits, and risks
• Design the IT organizational structure to support the needs of the business
• Develop comprehensive approaches to cybersecurity and risk management
• Lead the company’s response to audits for IT-related issues and client security questionnaires
• Document and maintain internal procedures and knowledge base articles
• Deploy and manage endpoint policies, software, and permissions using Rippling / Company Portal
• Manage the staffing, budgeting, and business processes needed to support the organization’s IT needs.
• Optimally manage the company’s IT spend to drive operational as well as cost efficiency
• Partner with leadership to make key decisions around investments in hardware and software.
• Lead and develop the IT Support Team
• Create and promote an environment that fosters learning and innovation
• Give timely and constructive feedback leading to improved performance and accountability
• Actively coaches and mentors IT personnel to develop effective IT leaders and teams to reach their potential and deliver business results

While ensuring the IT Support team:

• Administers and supports the company’s hardware (Apple, Windows and Linux laptops) and software
• Manages on-boarding and off-boarding of users including the setup and creation of user accounts for all applicable systems (G-suite, file sharing services, web applications, etc.) and user devices
• Monitors, investigates and resolves user requests for technical support quickly and effectively while maintaining SLAs using a ticketing system with weekly metric reporting

• Provide onsite support as needed in our satellite Minneapolis office for customer and company meetings (1-2 days / week)
• Manage office wifi and networking infrastructure
• Administer Chrome Cast/ Apple TV / Print Servers

Role-Specific Competencies Required:

1. Demonstrated ability to build trust and effectively advise business leaders in technology solutions
2. Ability to own decisions and effectively implement technology solutions that have company-wide impacts
3. Proven ability to drive strategic initiatives while effectively collaborating and team building across functions to achieve results
4. Skilled in developing a long-term vision and strategies to both technical and non-technical audiences and how the IT vision/strategy is aligned with and linked to the company vision/strategy
5. Outstanding interpersonal skills and an ability to establish strong relationships with all levels of the organization and external partners
6. Incorporates broad functional business and industry knowledge to develop business-aligned IT strategies
7. Has a passion for people development, innovation, process improvement, and technology
8. Relevant technologies/software: Google Suite, Jira, SysAid ITSM, Active Directory, O365 Security/Defender, VPN, Windows OS, Mac OS, Cloud-VOIP
• Experience with the Rippling IT Cloud is a plus
9. Certifications - Experienced multi-software admin, working knowledge of NIST security policies and SOC2 / HI-TRUST security policies, and G Suite Admin Certification are a plus for the role
10. Must be able to manage and schedule multiple projects on an ongoing basis with the ability to prioritize and work independently and as a team member

Desired Qualifications:

1. Bachelor's degree preferred
2. 5+ years of IT management experience required
3. 7-10+ years in IT or related technology role
4. Experience supporting a remote, geographically-dispersed workforce

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Salary Range: $90,000-$125,000