IT Support Manager - Remote

Overview

As an IT Support Manager at Underdog, you will lead and optimize IT support operations to ensure a seamless employee experience while managing the Service Desk and IT service delivery.

In Short

• Lead and optimize IT support operations, ensuring a seamless employee experience
• Manage the Service Desk and IT service delivery, leveraging Freshservice for ticketing and automation
• Oversee identity and access management (IAM) with Okta, ensuring secure authentication, SSO, and MFA enforcement
• Manage device and endpoint security using JumpCloud and Kandji
• Administer and support Google Workspace, Zoom, and Slack
• Improve onboarding/offboarding workflows, integrating IAM, MDM, and SaaS tools
• Implement security best practices, including access controls and endpoint compliance
• Drive process improvements and IT documentation
• Partner cross-functionally with different departments
• Establish and track OKRs for Service Desk performance

Requirements

• 7+ years of IT support or IT operations experience
• Strong experience with Freshservice, Okta, Kandji, JumpCloud
• Proficient in Service Desk management and SaaS administration
• Experienced in Apple and Windows environments
• Deep understanding of security threats and mitigation
• Knowledgeable in zero-trust security principles
• Skilled in IAM best practices
• Familiar with ITIL frameworks
• Skilled in troubleshooting and process optimization
• A strong communicator with problem-solving skills

Benefits

• Unlimited PTO
• 16 weeks of fully paid parental leave
• $500 home office allowance
• Connected virtual first culture
• 5% 401k match and comprehensive health benefits