IT Support Manager

Crafty•Chicago, IL

2d•$95,000 - $110,000

About The Position

Join Crafty as its IT Support Manager and lead the strategy, delivery, and continuous improvement of the internal IT support function. Reporting to the CTO, this role owns the employee technology experience from onboarding through off-boarding, ensuring the distributed team has secure, reliable, and easy-to-use tools and support. The manager establishes service standards; prioritizes and resolves escalated support needs; manages user accounts and software licenses; oversees hardware and vendor relationships; strengthens network, AV, and security practices; and owns setup and support of the Cafe POS system. The role focuses on building scalable processes, training, documentation, and AI-enabled support solutions. It partners with leaders across the business to anticipate needs and provide a high-quality employee experience as the company grows. Success goals include improving ticket response and resolution times, standardizing and automating onboarding and off-boarding, maintaining complete SaaS and hardware inventories, conducting access and license reviews, and building self-service resources and AI-assisted support.

Requirements

Multiple years of experience in IT support, systems administration, or workplace technology.
Experience owning an IT support function or major IT programs.
Experience leading through influence and managing external vendors.
Demonstrated success administering, configuring, implementing, and integrating SaaS systems at scale.
Experience establishing service-management processes, support metrics, documentation standards, and continuous-improvement practices.
Strong understanding of security principles, identity and access management, endpoint management, and incident response.
Experience evaluating, deploying, and teaching others to use LLMs, AI tools, and automation responsibly and effectively.
Strong working knowledge of operating systems, device management, identity and access management, SaaS administration, endpoint protection, and basic network and AV systems.
Ability to diagnose complex issues, identify root causes, and design scalable solutions across interconnected systems.
Clear communication of technical concepts to audiences at every level and ability to build trusted cross-functional partnerships.
Ability to coach employees, vendors, and future team members toward consistent execution of responsive, empathetic IT support.
Sound judgment, accountability, and consistency when handling sensitive access, security incidents, and business-critical issues.
Ability to manage hardware lifecycles and vendor relationships to provide reliable equipment, responsive support, and cost-effective technology solutions.

Responsibilities

Lead the strategy, delivery, and continuous improvement of Crafty’s internal IT support function.
Own the employee technology experience throughout onboarding and off-boarding.
Establish support service standards and prioritize and resolve escalated support needs.
Manage user accounts and software licenses.
Oversee the hardware lifecycle and vendor relationships.
Strengthen network, AV, and security practices.
Set up and support the Cafe POS system.
Build scalable IT processes, training, documentation, service-level expectations, reporting, and prioritization frameworks.
Partner with cross-functional leaders to anticipate technology needs and improve the employee experience.
Lead initiatives from strategy through implementation, aligning stakeholders, managing risks and timelines, and driving adoption.
Establish and improve support metrics and continuous-improvement practices.
Administer, configure, implement, and integrate SaaS systems.
Evaluate, deploy, and teach others to use LLMs, AI tools, and automation responsibly and effectively.
Within 90 days, achieve a first response under 4 business hours and resolution within 2 business days on at least 90% of tickets each quarter.
Within 6 months, standardize and automate onboarding and off-boarding so that all new hires have working hardware and system access on day one and departing employees lose access within one hour of separation.
Within 9 months, build a complete SaaS and hardware inventory and conduct quarterly access and license reviews, reconciling all seats and assets to an active employee and named system owner with no orphaned accounts.
Within one year, build a knowledge base covering the top 25 request types and launch AI-assisted support that deflects at least 60% of Tier 1 requests without human assistance.