Manager, IT Support

Anthropic•New York, NY

1d•$230,000 - $265,000•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 managing a Claude-backed support assistant, a human ticket queue, walk-up support, hardware management, and executive support. This is a people leadership position focused on managing, hiring, coaching, and developing a team of IT Support Engineers across San Francisco, New York, and Seattle. The role involves rebuilding the support model, defining service levels, and establishing an on-call rotation. The manager will balance automation efforts with direct support, collaborating with various internal teams to ensure an exceptional employee experience while maintaining security standards.

Requirements

7+ years of experience in IT support and operations, with 3+ years managing a support team
A track record of managing and developing engineers: hiring, coaching, performance conversations that change behavior, and moving people into their next role
Experience leading a frontline IT support team, including ownership of a queue, its service levels, and the people who work it
Experience managing across multiple offices, including reports you don't sit with, and a real answer for how you keep them developing
Strong hands-on IT support fundamentals: macOS-primary fleets, identity and access, SaaS troubleshooting, hardware lifecycle, and AV first-response
A demonstrated ability to move a support function's metrics
A security-first mindset and excellent judgment about when user experience yields to security requirements
Comfort with ambiguity and rapidly shifting priorities in a fast-paced environment
Strong written communication—you can write a runbook, a postmortem, and a piece of hard feedback, and have each land

Nice To Haves

Experience building support infrastructure rather than inheriting it: a queue structure, an on-call rotation, an escalation model, or SLAs that didn't exist before you arrived
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—1:1s, feedback, performance management, and career growth
Hire IT Support Engineers, including for our executive and board support function, and raise the bar as the team grows
Own in-office coverage and staffing across San Francisco, New York, and Seattle, and lead a team you aren't always in the same room with
Own queue health, service level attainment, and routing rules across the Americas
Be accountable for how the Americas performs against our support metrics—first-touch resolution, time to first response, time to resolution, employee satisfaction—and drive the changes that move them
Run and staff the Americas on-call rotation within the global follow-the-sun model
Route escalations into specialist operations teams and IT Engineering, and hold your team to those boundaries
Protect engineering time for automation and deflection work without letting the queue slip
Collaborate with Workplace, People Ops, and other teams to support office operations and company events
Travel regularly to San Francisco and occasionally to Seattle