Manager, IT Support

Anthropic•New York City, NY

1d•Hybrid

About The Position

Anthropic is seeking a Manager, IT Support to lead their Americas support team. This role is the primary point of contact for all employee technology needs, including a Claude-backed support assistant, human ticket queue, in-person support, hardware management, and executive support. The position is fundamentally a people leadership role, responsible for managing, hiring, coaching, and developing a team of IT Support Engineers across San Francisco, New York, and Seattle. The role involves shaping service levels, establishing an on-call rotation, and balancing automation with direct support. Collaboration with specialist operations teams, IT Engineering, Security, People Operations, and Workplace is crucial for delivering an exceptional employee experience while maintaining security standards.

Requirements

7+ years of experience in IT support and operations.
3+ years of experience managing a support team.
Proven track record of managing and developing engineers (hiring, coaching, performance conversations, career progression).
Experience leading a frontline IT support team, including ownership of a queue, service levels, and personnel.
Experience managing across multiple offices, including remote reports.
Strong hands-on IT support fundamentals: macOS-primary fleets, identity and access, SaaS troubleshooting, hardware lifecycle, and AV first-response.
Demonstrated ability to improve support function metrics.
Security-first mindset and excellent judgment regarding security vs. user experience.
Comfort with ambiguity and rapidly shifting priorities in a fast-paced environment.
Strong written communication skills (runbooks, postmortems, feedback).

Nice To Haves

Experience building support infrastructure (queue structure, on-call rotation, escalation model, SLAs) rather than inheriting it.
Experience supporting executives or a board to a white-glove standard.
Experience building support automation, ticket deflection programs, or self-service platforms.
Experience supporting AI/ML research environments or highly technical user bases.
Background in companies with significant security or compliance requirements (e.g., SOC 2, FedRAMP).

Responsibilities

Lead, coach, and develop a team of IT Support Engineers across San Francisco, New York, and Seattle, including 1:1s, feedback, performance management, and career growth.
Hire IT Support Engineers, including for executive and board support, and elevate the team's capabilities.
Manage in-office coverage and staffing across San Francisco, New York, and Seattle, leading a remote team.
Oversee queue health, service level attainment, and routing rules for the Americas.
Ensure the Americas team meets support metrics such as first-touch resolution, time to first response, time to resolution, and employee satisfaction, and implement improvements.
Manage and staff the Americas on-call rotation within a global follow-the-sun model.
Route escalations to specialist operations teams and IT Engineering, and enforce team boundaries.
Protect engineering time dedicated to automation and deflection while preventing queue degradation.
Collaborate with Workplace, People Ops, and other teams to support office operations and company events.
Travel regularly to San Francisco and occasionally to Seattle.