Manager, IT Support & Operations
About The Position
We're looking for a Manager, IT Support & Operations to lead and transform our globally distributed IT support and operations function. You'll define the strategy, build the team, and design the systems that keep Ants productive and secure—24/7/365, around the world. This role goes beyond running operations: you'll evolve our support model from reactive to proactive, build self-service and automated support capabilities that scale, and establish IT as a strategic partner to the business. You'll partner closely with Security, People Operations, Workplace, and IT Engineering leadership to deliver an exceptional employee experience while maintaining the rigorous security posture our mission demands.
Requirements
- 10+ years of experience in IT support and operations, with 5+ years leading globally distributed teams
- Track record of building or transforming IT operations at a fast-growing technology company
- Experience designing and operating follow-the-sun or 24/7 support models
- Experience managing managers and building organizational capability
- Strong familiarity with ITIL frameworks and IT service management best practices
- A security-first mindset with experience operating in high-security environments
- Comfort with ambiguity and rapidly shifting priorities in a fast-paced environment
- Excellent judgment and the ability to balance user experience with security requirements
- Strong communication skills and the ability to influence cross-functional leaders
- Budget ownership and vendor management experience
Nice To Haves
- Experience supporting AI/ML research environments or highly technical user bases
- Experience building self-service platforms or support automation programs
- Background in companies with significant security or compliance requirements (e.g., SOC 2, FedRAMP)
Responsibilities
- Define and execute the multi-year vision for IT Support & Operations, aligned with company growth
- Build, lead, and develop a high-performing, globally distributed team spanning IT Support and Operations functions
- Hire and develop managers and senior ICs who can scale with the organization
- Design and operate a 24/7/365 global support model that delivers fast, high-quality support across all time zones
- Own the IT Support & Operations budget and make strategic investment decisions
- Define and track key performance metrics—response time, resolution time, employee satisfaction, SLA compliance—and drive continuous improvement
- Build scalable systems for asset management, endpoint lifecycle, and SaaS administration
- Invest in automation and self-service to reduce ticket volume and improve employee experience at scale
- Collaborate with Workplace, People Ops, and other teams to support office operations and company events
- Manage vendor relationships and negotiate contracts for IT services and tools
- Travel occasionally to support global team members and office locations
Benefits
- competitive compensation and benefits
- optional equity donation matching
- generous vacation and parental leave
- flexible working hours
- a lovely office space in which to collaborate with colleagues
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
1,001-5,000 employees
