IT Manager

SimpliSafe • Boston, MA

4d • Hybrid

About The Position

At SimpliSafe, corporate IT is part of the Information Security and Technology (IS&T) team, led by our Chief Information Security Officer (CISO). IT does more than fix laptops—we empower every team member to do their best work and make sure SimpliSafers feel supported, connected, and confident in their technology. We’re looking for an IT Manager to join our IT team in Boston, Massachusetts. In this role, you’ll report to our Sr. Manager, IS&T, and:
Lead and develop a team of IT engineers supporting our Boston office and remote employees nationwide.
Partner with IS&T leadership across all locations to deliver a consistent, excellent IT experience for every SimpliSafer.
Drive execution of IT projects, initiatives, and strategy that keep our teams running securely and efficiently.
We’re a hybrid team — you’ll come into our Boston office two days a week, with flexibility to work the rest of the time remotely. Some weeks may require additional in-office presence to support major initiatives or events hosted by company leadership.

Requirements

• A Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience.
• Up to 6 years of experience in IT, including at least 3 years in a people management role leading and developing technology teams.
• A strong understanding of IT infrastructure, encompassing networks, servers, cloud technologies, and common enterprise applications.
• Proven experience managing IT operations, including service desk support, incident management, and problem resolution.
• A passion for providing exceptional customer service and creating positive support experiences for end-users.
• A commitment to fostering a psychologically safe and inclusive team environment where everyone feels supported, valued, and empowered to do their best work.
• The ability to meet the physical demands of the role, which include frequent standing, walking, and using hands to handle equipment.

Nice To Haves

• Experience with macOS and Windows endpoint management, including MDM tools like Jamf, Intune, and JumpCloud.
• Familiarity with workforce identity tools such as Okta and Lumos.
• Proficient with Google Workspace and Microsoft 365 administration.
• Experience with collaboration tools like Zoom, Google Meet, and Slack.
• Knowledge of Jira Service Management and project tracking.
• Experience with Confluence for knowledge management and documentation.
• Experience with SaaS tool management and optimization.
• In-depth experience with live event production or collaboration tooling.

Responsibilities

• Manage the day-to-day functions of the Boston office IT help desk team, ensuring proper scheduling and staff availability to meet business needs.
• Serve as an escalation point for complex incidents, outages, or challenging support requests.
• Mentor, develop, and coach a team of IT professionals, fostering a collaborative culture and providing guidance on career paths.
• Ensure technology and process consistency across all SimpliSafe locations in collaboration with the Sr. Manager, IS&T and peer IS&T managers.
• Understand the diverse needs of end-users and proactively create a positive and supportive IT experience.
• Plan, execute, and monitor Initiatives and Key Performance Indicators (KPIs) to drive team growth and success.
• Contribute to the planning and execution of an overall IT strategy for SimpliSafe.
• Lead technology projects and deployments, ensuring successful implementation and adoption.
• Maintain strong relationships with external vendors, establishing and monitoring Service Level Agreements (SLAs) to meet business requirements.

Benefits

• Free SimpliSafe system and professional monitoring for your home.
• Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager