IT Helpdesk Manager

Superhuman • San Francisco, CA

8h • Onsite

About The Position

Superhuman Grammarly is now part of Superhuman, the AI productivity platform on a mission to unlock the superhuman potential in everyone. The Superhuman suite of apps and agents brings AI wherever people work, integrating with over 1 million applications and websites. The company’s products include Grammarly’s writing assistance, Coda’s collaborative workspaces, Mail’s inbox management, and Go, the proactive AI assistant that understands context and delivers help automatically. Founded in 2009, Superhuman empowers over 40 million people, 50,000 organizations, and 3,000 educational institutions worldwide to eliminate busywork and focus on what matters. Learn more at superhuman.com and about our values here . The Opportunity Superhuman is on a mission to build the fastest, most delightful productivity experiences powered by AI. As we scale rapidly, our internal technology operations must evolve to match our ambition. We're looking for an IT Helpdesk Manager to build and lead a world-class IT support function that enables every Superhuman employee to do their best work. This is a unique opportunity to shape IT operations at a high-growth AI company. You'll have the autonomy to build efficient, automated systems from the ground up, implement best-in-class ITSM practices, and create a support experience that reflects our commitment to speed and delight. If you thrive in fast-paced environments, love solving complex operational challenges, and are passionate about leveraging automation to scale support, -we want to hear from you.

Requirements

• 7+ years of progressive experience in IT operations, with at least 3 years managing IT support teams
• Proven track record of building or scaling IT Helpdesk functions in fast-paced technology companies
• Deep expertise in ITSM practices and hands-on experience with Jira Service Management
• Strong technical foundation: ability to troubleshoot, architect solutions, and guide technical decisions
• Experience with helpdesk automation: implementing self-service portals, chatbots, scripted resolutions, or similar tools
• Demonstrated success in defining and meeting SLAs in a metrics-driven environment
• Budget management experience, including hardware procurement, contractor management, and vendor relationships
• Experience supporting global office locations with distributed end-user support models
• Strong change management skills: ability to roll out new tools and processes with minimal friction
• Has a demonstrated ability to work independently with minimal guidance, proactively manages tasks and priorities across multiple projects, analyzes and executes work efficiently, collaborates effectively with cross-functional teams, and thrives in fast-paced, results-driven environments.

Responsibilities

• Manage and mentor a team of 10+ Helpdesk Engineers across global office locations.
• Foster a service-oriented culture focused on speed, quality, and user satisfaction.
• Build career development paths and ensure continuous skill growth for your team.
• Own end-to-end IT Helpdesk operations, including tiered support structure, escalation workflows, and incident management.
• Define and maintain Service Level Agreements (SLAs) that drive accountability and excellence.
• Establish and track key IT metrics (ticket volume, target resolution time, CSAT, response time) to measure and improve performance.
• Identify opportunities to reduce ticket volume through self-service solutions, automation, and proactive support.
• Build scalable processes that support our growing organization without proportional headcount increases.
• Oversee end-user support across all global office locations.
• Maintain high service availability, seamless self-service of AV, and all-hands AV equipment.
• Manage the full lifecycle of IT hardware assets: procurement, deployment, tracking, and retirement.
• Maintain accurate asset inventory and ensure compliance with security and financial policies.
• Oversee the budget for hardware and office buildout technology needs.
• Maintain and improve efficient, secure employee onboarding and offboarding processes.
• Partner with the Security and People teams to maintain compliance and protect company assets.
• Support security audits (SOC2, ISO 27001) with proper documentation and controls.
• Develop a long-term IT support strategy aligned with the company's growth objectives.

Benefits

• Excellent health care (including a wide range of medical, dental, vision, mental health, and fertility benefits)
• Disability and life insurance options
• 401(k) and RRSP matching
• Paid parental leave
• 20 days of paid time off per year, 12 days of paid holidays per year, two floating holidays per year, and flexible sick time
• Generous stipends (including those for caregiving, pet care, wellness, your home office, and more)
• Annual professional development budget and opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed