Information Technology Manager

Thunderfunding•Carlsbad, CA

13h•Hybrid

About The Position

Reporting to the Vice President of Technology, the Information Technology Manager leads the day-to-day operation, support, security, and continued development of the Company’s technology environment. This is a hands-on player-coach role responsible for IT infrastructure, cybersecurity, cloud services, endpoints, communications platforms, monitoring, vendors, and end-user support while directly managing assigned IT team members. The position combines technical ownership with team leadership of specific functions within the IT department. Initially, approximately 25-30% of the role will involve hands-on Help Desk and end-user support, including troubleshooting, ticket resolution, onboarding and offboarding, endpoint support, and access management. As the IT team grows and dedicated Help Desk resources are added, the manager will transition the day-to-day support to the Help Desk while continuing to own Help Desk operations, escalations, service quality, and the overall reliability and scalability of technology operations.

Requirements

Associate degree in Information Technology, Computer Science, Cybersecurity, or a related field, or equivalent professional experience.
Five or more years of progressively responsible IT experience with strong hands-on technical skills across infrastructure, systems administration, end-user support, and technology operations.
Experience supporting and administering cloud and corporate infrastructure, with working knowledge of AWS and/or Microsoft Azure, Windows Server, SQL Server, networking, storage, and firewalls.
Strong Windows and macOS endpoint troubleshooting and administration experience, including Google Workspace, endpoint management, RMM/MDM platforms, patch management, identity management, and access technologies.
Solid understanding of cybersecurity fundamentals and operational security controls, including MFA, endpoint protection, access controls, vulnerability remediation, patching, security monitoring, and incident response.
Experience supporting and troubleshooting SaaS applications, APIs, integrations, data pipelines, and cloud-based business systems, including system monitoring and root-cause analysis.
Experience managing technology vendors, IT projects, operational responsibilities, and competing priorities in a dynamic technology environment.
Previous leadership, supervisory, or team-lead experience, preferably overseeing IT support, systems, infrastructure, or operations while remaining an active hands-on technical contributor.
Excellent written and verbal communication skills, strong ownership and follow-through, and a service-oriented approach.

Nice To Haves

Bachelor’s degree and relevant industry certifications.
Hands-on knowledge of both AWS and Microsoft Azure, including cloud infrastructure administration, monitoring, and troubleshooting.
Familiarity with cybersecurity and monitoring platforms such as CrowdStrike and Grafana.
Exposure to business applications and development platforms such as Salesforce and Retool.
Working knowledge of Azure Data Factory, APIs, data pipelines, system integrations, and automation tools.
Familiarity with Zoom Contact Center, Five9, and other corporate communications or contact center technologies.
Experience administering MDM/RMM platforms for endpoint management, monitoring, patching, and support.

Responsibilities

Own day-to-day IT operations and directly supervise, support, and develop assigned IT team members.
Oversee the Help Desk function, including service delivery, ticket management, escalation procedures, service quality, documentation, and continuous improvement; build and develop the function as the IT organization grows.
Provide hands-on end-user technical support as needed and serve as an escalation point for complex hardware, software, systems, access, connectivity, and application issues.
Manage and support the Company’s cloud and corporate infrastructure, including AWS, Microsoft Azure, Windows Server and MSSQL Server, networking, storage, and related technologies.
Oversee the administration, security, and lifecycle management of Windows and macOS endpoints, including device deployment, configuration, patching, monitoring, troubleshooting, and retirement.
Administer and oversee Google Workspace, identity and access management, multifactor authentication (MFA), user provisioning, permissions, and related account-management processes.
Maintain, evaluate, and continuously improve cybersecurity controls, including endpoint protection, firewalls, access controls, MFA, vulnerability remediation, security monitoring, and incident response.
Monitor infrastructure, applications, integrations, and critical business systems for availability, reliability, performance, and security; investigate alerts and coordinate remediation when issues are identified.
Support and maintain SaaS applications, APIs, data pipelines, system integrations, and other cloud-based business technologies across the Company’s technology environment.
Oversee the Company’s corporate communications and telephony platforms, including Zoom Phone, Zoom Contact Center, Five9, and related technologies.
Manage technology vendors and service providers, including vendor relationships, service performance, licensing, contracts, renewals, and coordination of technical services.
Oversee hardware procurement and technology lifecycle planning, including equipment standards, purchasing, deployment, replacement, inventory, and retirement.
Maintain and improve the Company’s backup, disaster recovery, and business continuity capabilities, including appropriate documentation, testing, and recovery procedures.
In partnership with the VP of Technology: Coordinate IT projects and technology initiatives from planning through implementation, including defining requirements, managing priorities, identifying and deploying resources, communicating status, and ultimately ensuring successful delivery.
Identify and implement opportunities for automation, modernization, standardization, and process improvement that increase the operational efficiency, system reliability, security, scalability of systems as well as the overall team member technology experience.
Establish, maintain, and improve IT policies, procedures, standards, technical documentation, and operational controls necessary to support consistent and reliable technology operations.
Maintain and improve the Company’s backup, disaster recovery, and business continuity capabilities, including appropriate documentation, testing, and recovery procedures.
Collaborate with business and technology stakeholders to understand operational requirements, evaluate technology needs, troubleshoot cross-functional issues, and implement practical solutions.
Perform other duties and special projects as assigned.