firsthand

Senior IT Manager

firsthand

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Senior

Tech Stack

ITSM

About the role

  • Manage and grow a high-performing IT team with a focus on mentorship, support, and collaboration
  • Oversee day-to-day internal IT operations, ensuring smooth delivery of support, systems, and tools across a hybrid, multi-platform environment (Mac, Windows, Chromebook)
  • Serve as the primary internal point of contact for IT, building strong relationships across clinical, operational, and technical teams
  • Lead the selection and rollout of modern ITSM and collaboration tools (e.g. Slack-based support workflows, automated onboarding/offboarding)
  • Own the IT support function, ensuring adherence to SLAs, and report regularly on IT performance, trends, and opportunities using insights from the ITSM platform
  • Partner closely with Information Security to implement and operationalize security policies, tooling, and compliance initiatives
  • Support and scale IT for new clinical location openings — managing equipment, networking, and cross-functional coordination
  • Develop and optimize IT processes for automation, efficiency, and service delivery — including vendor management and ticketing integrations
  • Act as a technical backup for the IT team as needed to ensure continuity of service
  • Collaborate with leaders across People, Finance, and Operations to expand shared service models and extend support practices across departments

Requirements

  • 5+ years of experience in IT, including 2+ years managing or mentoring technical teams in a fast-paced, high-growth environment
  • Proven ability to manage IT operations across a hybrid environment (Mac, Windows, Chrome OS) with a strong focus on end-user experience
  • Hands-on expertise with Google Workspace, Slack, and Meraki or other networking solutions
  • Experience administering or implementing ITSM platforms and reporting on IT performance, SLAs, and support metrics
  • Demonstrated success collaborating with Information Security on policy implementation, audit support, and compliance readiness
  • Strong project management skills — able to lead cross-functional initiatives from discovery through execution
  • Excellent communication and stakeholder engagement skills; able to work across technical and non-technical teams
  • Comfort rolling up your sleeves to backfill technical team members when needed, without losing sight of the bigger picture
Benefits
  • physical and mental health
  • dental
  • vision
  • 401(k) with a match
  • 16 weeks parental leave for either parent
  • 15 days/year vacation in your first year (this increases to 20 days/year in your second year and beyond)
  • supportive and inclusive culture

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
IT operations managementITSM platformsnetworking solutionsautomationvendor managementticketing integrationsend-user experiencereporting on IT performancecompliance readinessproject management
Soft skills
mentorshipcollaborationcommunicationstakeholder engagementleadershipsupportorganizational skillscross-functional coordinationproblem-solvingadaptability