Manager, IT

The role

You will lead the support team and assist customers via walkup, support tickets, email, and chat. You will work with the Director of IT to improve internal tools, documentation, and processes.

What you will do

• Leverage AI tools to innovate and improve efficiency with Helpdesk processes
• Co-manage and administer SaaS environment including identity access management, O365, and other platforms
• Create comprehensive policy and process documentation for IT staff and employees
• Manage team performance globally through Service Level Objectives
• Lead cross-functional projects as a key stakeholder
• Translate project requirements into actionable objectives and deadlines for IT Support staff
• Identify gaps in technology, systems, and operations to engineer scalable solutions
• Provide hands-on technical and policy escalation support

Required qualifications

• 6+ years of experience in a modern IT Support environment
• 3+ years of experience managing/leading projects
• 2+ years of people management or team leadership experience
• Hands-on experience managing/administering modern identity providers, device management, and enterprise tools like Slack, Teams, Zoom, etc.
• Subject matter expert in one or more modern enterprise tools
• Experience with video conferencing solutions and support
• Extensive technical knowledge of recent desktop operating systems (I.e. macOS, Windows)
• Strong understanding of support ticket management, tracking metrics and trends, and defining/enforcing best practices
• Excellent communication and interpersonal skills
• Strong attention to detail
• Passion for continuous improvement, scalability, and the user experience

Benefits

• Multiple medical plan options
• 100% covered dental and vision for you and your family
• Wellness program that rewards healthy habits
• 401(k)-retirement plan
• Short & long-term disability
• Employer-paid life insurance
• Flexible Spending Accounts (FSA) for health and dependent care
• Employee Assistance Program (EAP)
• Equity compensation
• Training and internal career growth opportunities
• Flexible Time Off
• 12 weeks of parental leave for primary and secondary caregivers

About the company

Hippo uses technology and data to help customers stay ahead of problems and protect what matters most. It operates as a diversified carrier platform, partnering with MGAs to deliver tailored program solutions.