POSITION SUMMARY The Manager, IT Support oversees the full spectrum of IT support operations, delivering hands-on technical assistance, while also leading and developing the IT support team. Beyond daily support, the role drives process improvement by maintaining documentation, coordinating communications, refining procedures with engineering partners, and designing end-user training. Success requires exceptional communication and customer service skills, strong organizational and leadership abilities, and a broad understanding of Apple IT within a dynamic, evolving environment. This position reports to the Senior Manager, IT Operations.
This full-time position is based on-site in the Simons Foundation offices in New York City. For more information, visit simonsfoundation.org/careers.
ESSENTIAL FUNCTIONS/RESPONSIBILITIESDay-to-Day IT Support- Respond to help desk tickets and fulfill technology support requests from foundation staff
- Configure and deploy Macs and troubleshoot hardware (primarily Apple)
- Administer cloud services and software licenses
- Carry out networking requests
- Management Responsibilities
- Manage IT support staff; hire, train and mentor team members
- Allocate incoming support tickets to team members based on workload and expertise
- Ensure equitable distribution to maintain team efficiency and productivity
- Conduct regular meetings to review the ticket queue, prioritize tasks and address any bottlenecks or escalations
- Monitor and analyze key performance metrics related to ticket resolution times, customer satisfaction and team productivity
- Implement strategies to meet or exceed performance targets and service level agreements (SLAs)
- Oversee various department operations such as orientations, hardware allocation, etc
Additional- Administer help desk and oversee IT support operations and device repair operations
- Maintain documentation across various outlets for IT support and end users
- Draft department communications regarding policy, operations, and downtime
- Regularly review IT support procedures and work with systems engineering team to develop processes
- Design and hold training sessions and create learning materials for end users
- Perform any other duties or tasks as assigned or required
MINIMUM QUALIFICATIONSEducation and Training- Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.
- Apple Certified Macintosh Technician (ACMT) certification or willingness to obtain certification.
Experience- 4+ years of experience with Mac troubleshooting and IT support
- Experience with macOS Mobile Device Management (MDM) solutions such as Jamf
- Strong proficiency in administering and supporting SaaS applications such as Google Workspace, Dropbox and Slack
- Strong proficiency with Microsoft Entra or other identity management/Single Sign-On (SSO) platforms
- Experience managing team members and delegating daily team workload
Related Skills & Other Requirements- Excellent interpersonal and communication skills. Ability to communicate clearly and transparently; verbally and in writing; keeping the right people informed of relevant issues
- Excellent customer service skills, highly organized
- Able to work as a leader, collaborating and partnering with others to resolve conflicts or address an issue. Able to adapt to changes in a dynamic work environment demonstrating poise, tact and diplomacy
- Experience understanding and executing oral and written instructions and learning via training documentation and presentations
Physical Requirements- Moving equipment weighing up to 40 pounds
- Positioning self to install and fix equipment, including under desks or on top of networking racks
- Moving throughout several nearby office buildings
COMPENSATION AND BENEFITS- The full-time annual compensation range for this position is $99,000 to $125,000, depending on experience.
- In addition to competitive salaries, the Simons Foundation provides employees with an outstanding benefits package.
