IT Support Manager

Keel Infrastructure•New York, NY

2d•$125,000 - $165,000

About The Position

Keel Infrastructure is seeking a forward-thinking IT Support Manager to lead the IT Support function and shape how end users experience IT. This is a leadership role focused on setting a multi-year vision, modernizing team operations, and building a scalable team and culture. The manager also owns Keel’s Microsoft 365 and identity platform, including Entra ID, Intune, and Exchange Online. The position reports directly to the SVP, Information Technology, and collaborates with peers in Infrastructure & Platform and Cybersecurity & Compliance. The role will help move IT from stabilization to optimization and define what an optimized IT Support function looks like. The position is based in NYC. Compensation includes a base salary within the posted range, a bonus, and a yearly equity grant.

Requirements

At least 8 years leading an IT support or service desk function, including team leadership, hiring, and performance management.
A track record of building or meaningfully transforming a support team’s tooling, processes, or culture.
Experience with SLA-based service delivery, ideally using Jira Service Management or a comparable ITSM platform.
Working knowledge of Microsoft 365 administration and identity concepts, including Entra ID, Intune, and Conditional Access.
Ability to think strategically about a team’s future state, rather than only managing the current queue.
Clear communication with non-technical stakeholders, including executive-level stakeholders.
Ability to work effectively in a fast-paced environment with competing priorities.

Nice To Haves

Experience building a multi-year roadmap or operating model for a support function.
Hands-on Jira Service Management and Confluence experience, as a practitioner and/or administrator.
Exposure to AWS or another public cloud; Keel is migrating from Azure to AWS.
Microsoft certification MS-102 or SC-300.
Familiarity with SOC 2 or ISO 27001.
Exposure to AI tooling governance in an enterprise context.
Experience in a Nasdaq-listed or similarly regulated public company.
Familiarity with Power BI for IT operational reporting.

Responsibilities

Set the strategic direction and multi-year roadmap for IT Support, anticipating the effects of headcount growth, new locations, and business changes.
Lead and develop the IT Support team, including hiring, performance management, career pathing, and developing future team leads.
Define support quality beyond SLA adherence, emphasizing user experience, proactive support, and measurable business impact.
Ensure SLA adherence across P1–P5 ticket tiers in Jira Service Management; review KPIs weekly and report trends to IT leadership monthly.
Lead the build-out of the Keel IT Help Center, including request workflows, self-service content, and automation.
Build and maintain escalation paths, on-call coverage, and incident response procedures for events affecting end users.
Own the device lifecycle, including procurement standards, imaging, Intune enrollment, and decommissioning.
Identify and implement automation and AI-enabled support opportunities that reduce ticket volume.
Advise the SVP of IT on the future direction of the support function over the next 12–24 months.
Own Keel’s Microsoft 365 and identity platform, including Entra ID, Intune, and Exchange Online.
Drive Conditional Access policy design, PIM role tiering, and zero-trust implementation with the Cybersecurity & Compliance manager.
Serve as the internal escalation point for complex Microsoft 365 and identity issues.
Support identity lifecycle projects, including HiBob-to-Entra ID provisioning and the PIM Policy rollout.
Participate in change control review and enforce the Change Control Request process for platform-impacting modifications.
Work with Finance, HR, Legal, and Operations to translate business requirements into IT solutions, and represent IT Support in broader IT planning.