IT Systems Manager

We're looking for an IT Systems Manager to own the technology and systems infrastructure that keeps Local Foreigner running smoothly - including our hardware and equipment, business systems, software platforms, licenses, and technology vendors. This role manages the day-to-day administration and full lifecycle of these resources, from sourcing and setup through maintenance, troubleshooting, renewal, replacement, and retirement. This is a broad, hands-on role for someone who is energized by systems, allergic to inefficiency, and comfortable owning a lot of ground at once. While the role does not directly manage a team, it will direct and oversee the day-to-day work of Administrative Coordinators supporting assigned Operations functions. The Manager will also own our internal Help Desk, serve as the escalation point for complex IT issues, and work with technology vendors and Local Foreigner's security partner to ensure our systems and data remain secure, reliable, and well managed. RESPONSIBILITIES: Technology, Systems & Asset Management • Own Local Foreigner's assets, including hardware and equipment, business systems, software platforms, licenses, and technology vendors. Manage the full lifecycle from sourcing and purchasing through implementation, maintenance, renewal, replacement, and retirement, while maintaining accurate and up-to-date records of all assets, licenses, and related vendor information. • Serve as the primary systems administrator, setting up and managing user access, permissions, licenses, and system configurations across Local Foreigner's business systems and software platforms. Troubleshoot access and system issues and partner with the HR Manager and Administrative Coordinators to ensure appropriate access is provided, updated, and removed throughout the employee lifecycle. • Manage technology vendors and platform relationships, including sourcing, contracts, renewals, and ongoing vendor performance. Continuously evaluate the technology environment and recommend improvements, consolidation, replacements, or new solutions as appropriate. • Manage the technology budget, including tracking costs for hardware, software licenses, subscriptions, and technology vendors, supporting annual budgeting, and identifying opportunities for cost savings. Security, Business Continuity & Risk Management • Oversee Local Foreigner's information security practices and serve as the primary IT contact responsible for the security and integrity of company systems and data. Manage the relationship with S-RM, coordinate security reviews and recommendations, and ensure appropriate access controls, permissions, authentication, MFA, data protection, retention, and security procedures are maintained. • Serve as the incident lead for cybersecurity incidents and technology security concerns, including compromised accounts, phishing, and other security issues. Coordinate the response, ensure appropriate procedures are followed, and engage S-RM or other resources as needed through resolution. • Own backup, recovery, and business continuity practices for critical systems. Monitor system health and backups across key platforms and identify and address gaps in recovery readiness and business continuity. • Maintain technology, security, and data retention procedures and coordinate employee security awareness and training as needed. Help Desk Management & IT Support • Own Local Foreigner's Jira Service Management Help Desk end-to-end as the central platform for internal questions, requests, and support across business functions. Manage its setup, workflows, SLAs, ticket routing, escalations, and reporting, using Help Desk performance data and trends to identify service issues, capacity needs, and opportunities for continuous improvement. • Oversee the Help Desk Agents' day-to-day Help Desk responsibilities, providing training, guidance, and feedback to ensure requests are appropriately assigned, handled, resolved, documented, and escalated. • Serve as the escalation point for complex IT-related Help Desk issues, troubleshooting and coordinating with technology vendors and external partners as needed, with ultimate ownership and accountability for ensuring all IT issues are fully resolved. • Monitor Help Desk performance and reporting across teams using the Help Desk, including the Flight Desk team, using data and trends to identify service issues, capacity needs, and opportunities to improve service delivery and team performance. Business Systems & Process Improvement • Partner with company leadership and department teams to identify opportunities to improve systems, workflows, and processes. Evaluate current practices, identify gaps and inefficiencies, research potential solutions, and provide recommendations for automation, AI, integrations, reporting, and other technology improvements. • Coordinate and implement approved system and process improvement initiatives, working with relevant teams and vendors to manage requirements, testing, documentation, training, rollout, and ongoing optimization. • Develop and maintain technical and end-user documentation for business systems, tools, and processes, including system configuration documentation, user guides, and other knowledge resources. Compensation & Benefits • Salary: $110,000 annually • Location: New York-based, in-office. • Benefits: • Employee medical, dental & vision benefits • Retirement & Profit-Sharing Plan (401k) • 15 days of Paid Time Off, 11 annual holidays, 4 religious floating holidays • Remote Fridays after six months of employment • Up to 20 additional one-off remote workdays per year, subject to manager approval and business needs • Training & Development opportunities • Benefits are subject to change without notice.