Manager, IT

Dandy • Indianapolis, IN

11d • Onsite

About The Position

Dandy is seeking a Manager, IT to lead our IT service delivery, infrastructure stability, and support capabilities. Based in our Indianapolis hub, this leader will manage the people and processes that keep our workforce productive and our offices connected.
The IT organization is the foundational layer of Dandy’s daily operations. This manager owns the team responsible for managing hardware lifecycles, maintaining office A/V, and ensuring Dandy employees maximize productivity across Dandy’s Google Workspace and additional productivity tools. You will lead a team of Systems Administrators and IT Support Specialists, each focused on providing seamless technical support across our corporate and manufacturing environments.
This is a player-coach role. You will handle complex infrastructure projects and cross-functional escalations yourself while using that hands-on involvement to set the quality standard for your direct reports. This role is ideal for a technically grounded leader who is energized by building a high-performing support function that scales alongside Dandy’s rapid growth.

Requirements

• 2 or more years of direct people management experience over IT helpdesk, systems administration, or comparable technical support roles.
• 5 or more years working in IT operations, with a strong background in managing diverse hardware and cloud-based software environments.
• Technical Fluency: Sufficient expertise to evaluate your team’s work with a real opinion. You can assess a network configuration, read a system log, and recognize when a technical choice will create problems at scale.
• Hands-on Capability: You are comfortable carrying helpdesk work yourself when the situation calls for it and can produce high-quality technical documentation independently.
• Accountability-First Leadership: You hold high standards and distinguish between a person who needs coaching and one who needs a harder conversation.
• Process Orientation: You build structures, like JIRA workflows and asset management loops, that make the team consistently strong.
• Location: Must be based in or willing to relocate to Indianapolis, IN.

Nice To Haves

• Familiarity building and evolving IT Support ticketing solutions.
• Familiarity with operations in an ISO27001, SOC2 and/or GDPR compliant environment
• Relevant certifications: ITIL, CompTIA Network+, or JIRA Service Management Administrator.
• Familiarity with Dandy’s IT stack: Google Workspace, Kandji/InTune.
• Experience in healthtech or manufacturing-linked tech where IT must scale alongside physical production.
• Exposure to SaaS spend management and hardware asset auditing.

Responsibilities

• Directly manage a team of Systems Administrators and Helpdesk Analysts across IT support domains.
• Run a disciplined 1:1 practice: setting clear goals, delivering direct feedback, and holding the line on performance expectations.
• Own the full talent management cycle for your team, including performance reviews and technical growth planning.
• Contribute to hiring decisions for the IT org and manage external contractor relationships within your scope.
• Own the intake and support process within the JIRA Service Management application, ensuring tickets are triaged and resolved within defined SLAs.
• Design and own the IT onboarding experience for new hires, ensuring they have the hardware and access needed to be productive on Day 1.
• Build and maintain the team’s internal knowledge base: system configurations, standard operating procedures (SOPs), and support documentation.
• Drive AI fluency across the IT team, specifically utilizing AI tools to improve ticket resolution speed and support quality.
• Set and hold the quality bar for IT work: incident documentation, root cause analysis, and hardware provisioning standards.
• Use your review of technical escalations as a development tool to sharpen your team’s troubleshooting judgment.
• Own the post-resolution feedback loop, tracking user satisfaction and feeding that signal into how IT prioritizes future improvements.
• Lead efforts to proactively deflect issue creation, by owning IT Operations metrics and improvements.
• Own the Office A/V support and hardware standards for our North America office and manufacturing site locations.
• Assess team capacity and ticket volume to surface constraints that inform future resourcing and tool decisions.
• Manage the IT vendor portfolio, including hardware procurement, renewal tracking, and utilization review across the IT tech stack.
• Report on team performance, system uptime, and delivery quality to the Director of IT.

Benefits

• For full-time positions, Dandy offers a wide range of best-in-class, comprehensive, and inclusive benefits tailored to each country where we operate. Our local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off—ensuring our team members are supported no matter where they live and work.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees