Manager, Information Technology
About The Position
Thank you for considering Progyny! A successful candidate will lead a team of IT analysts responsible for delivering high-quality technical support and service across the organization. This role combines hands-on technical expertise with strong people leadership, ensuring the helpdesk team operates efficiently and meets defined service level agreements (SLAs). The IT Manager will drive improvements in service delivery, user onboarding, and device lifecycle management while partnering closely with system administrators and engineers to support both cloud-based and on-premise infrastructure. This position requires a balance of operational excellence, technical depth, and the ability to mentor and grow a high-performing support team.
Requirements
- 5+ years of experience in IT support, with 2+ years in a managerial or team lead role
- Proven experience managing helpdesk or IT support teams in a fast-paced environment
- Strong experience with ITSM tools such as Jira Service Management or similar platforms
- Deep technical expertise in Microsoft 365, Entra ID, Intune, Jamf
- Experience with software deployment, patch management, and device lifecycle tools
- Strong understanding of SLA-driven support environments and performance management
- Excellent leadership, communication, and problem-solving skills
- Ability to balance hands-on technical work with strategic process improvement
- Experience working cross-functionally with infrastructure, security, and engineering teams
- Relevant certifications (Microsoft, Jamf, ITIL, Security+, etc.)
- Experience in highly regulated environments (e.g. healthcare, finance)
- Familiarity with automation tools and scripting (PowerShell, Bash, etc.)
- Experience scaling support operations in a growing organization
- Exposure to zero-trust security models and modern device management practices
Responsibilities
- Lead, mentor, and manage a team of IT analysts supporting end users across multiple locations
- Oversee day-to-day helpdesk operations, ensuring timely response and resolution of service requests in line with SLA targets
- Monitor ticket queues and performance metrics within ITSM platforms (e.g. Jira Service Management) to drive accountability and continuous improvement
- Establish and optimize processes for user onboarding/offboarding, device provisioning, and access management
- Identify and implement efficiencies in support workflows, automation, and tooling
- Collaborate with system administrators and engineers to support and deploy complex IT systems across cloud and office environments
- Serve as an escalation point for complex technical issues and ensure proper resolution
- Maintain and enforce IT security and compliance standards, including endpoint protection and identity management
- Oversee administration of endpoint management and security platforms (e.g. Microsoft Intune, Jamf, Defender for Endpoint)
- Manage Microsoft 365 ecosystem, including Entra ID (Azure AD), user lifecycle, and access controls
- Coordinate hardware and software lifecycle management, including patching and updates
- Communicate clearly with stakeholders, leadership, and end users regarding system status, incidents, and improvements
Benefits
- Family friendly benefits: Paid family and parental leave, preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support), family and pet care fund, and Parents’ Employee Affiliation Group
- Menopause and midlife care
- Health, dental, vision and life insurance options for employees and family
- Free in-person, virtual and text-based mental health and wellness support
- Paid time off, including vacation, sick leave, personal days and summer flex time
- Company equity
- Bonus program
- 401(k) plan with company match
- Access to on-demand legal and financial advice
- Learning and development programs to help you grow professionally and a mentorship program
- Company social events to include annual volunteer day and donation matching
- Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
