Senior Manager, IT Operations

Suno•San Francisco, CA

18d•$225,000 - $295,400•Onsite

About The Position

Suno is hiring a Senior Manager, IT Operations to lead the team responsible for keeping its corporate IT systems running. The role manages IT Engineers, builds an IT Service Desk, and oversees IT operations across Suno’s four US offices in Cambridge, New York, San Francisco, and Los Angeles. Areas of ownership include identity and access management, endpoint management, collaboration software, office A/V, corporate networking, Tailscale, and IT service delivery. Success is measured by the impact of the team: establishing clear ownership, providing trusted service, and using AI and automation to scale efficiently. The role partners closely with Operations, People, Finance, Security, and Engineering, and serves as the senior IT presence on the West Coast. It directly owns IT for the San Francisco office, oversees Los Angeles coverage, and partners with Facilities on buildouts, moves, and expansions. The position is expected to work from a designated Suno office five days a week and requires travel of up to 25%, with a deliberate cadence in Cambridge and New York during the first six months.

Requirements

10+ years of experience in IT, including 3+ years managing IT engineers, a help desk, or an IT operations team at a high-growth company.
Experience building a support function, including defining its service model, SLAs, staffing, and deflection, and explaining the outcomes.
Working knowledge of identity management, including Okta or an equivalent, SCIM, and IGA; Apple-first endpoint management; Google Workspace and Slack administration; office networking and A/V; and zero-trust networking such as Tailscale or a comparable solution.
Strong people leadership experience, including hiring, coaching, giving difficult feedback, and managing performance across offices and time zones.
Clear, concise written communication for executive, business, and technical audiences.
Sound judgment in a growth environment, including distinguishing reversible decisions from consequential ones and adjusting pace accordingly.
Must be eligible to work in the US.
Willingness to travel up to 25% to lead team members and support offices across Suno locations, including a deliberate cadence in Cambridge and New York during the first six months.
Ability to work from the designated Suno office five days a week.

Nice To Haves

Hands-on experience with Okta, SCIM provisioning, and IGA tools such as Lumos, SailPoint, Saviynt, or comparable products.
Experience with modern Apple MDM tools such as Iru, Jamf, or JumpCloud and endpoint security partnerships such as CrowdStrike, SentinelOne, or Expel.
Production experience with Tailscale or another zero-trust network layer, including ACL design, device posture, and SSO integration.
ITSM design experience creating intake, categorization, SLAs, and reporting from scratch; AI-powered self-service experience is a plus.
Experience running IT through a multi-office expansion, including new sites, floor expansions, integrators, and vendors.
Experience as an early IT leader at a company that grew from hundreds to a thousand employees.

Responsibilities

Manage IT Engineers by setting expectations, providing direct feedback, conducting 1:1s and performance conversations, and developing employees on the individual-contributor track.
Build the IT Help Desk by defining its service model, escalation boundaries, Tier 0 responsibilities, job profiles, and service desk team.
Own operational outcomes, including the team’s quarterly plan, named ownership for each operational area, and status reporting to the Senior Manager of IT and leadership.
Manage change by assessing scope, impact, and reversibility; communicating changes in advance; ensuring rollback plans; involving appropriate partners early; and avoiding surprises.
Scale IT service through runbooks and knowledge articles, AI-powered self-service, automation, and approaches that accommodate headcount growth without proportional growth in tickets or effort.
Manage MSPs, network and A/V integrators, EDR/MDR providers, and SaaS vendors; hold partners accountable for results and determine when work should be brought in-house.
Lead IT for the West Coast, directly own IT for the San Francisco office, oversee Los Angeles coverage, and partner with Facilities on buildouts, moves, and expansions.
Oversee identity and access management, including Okta, SSO and SCIM coverage, joiner/mover/leaver automation, access reviews, and access requests.
Oversee Mac endpoint management, including MDM, zero-touch enrollment, OS and patch compliance, device trust, and endpoint security partnerships.
Oversee collaboration software configuration, hardening, licensing, and lifecycle, including Google Workspace, Slack, Notion, and the broader SaaS portfolio.
Oversee office A/V, including conference rooms, videoconferencing, and event spaces.
Oversee wired, wireless, and WAN networking across four sites, including designs for buildouts and expansions.
Oversee Tailscale administration and zero-trust network policy, including ACLs, device posture, and access to internal tools and infrastructure, in collaboration with Engineering.
Oversee IT service delivery, including the service desk, AI IT Service Management platform, SLAs, escalation paths, knowledge base, and Tier 0 partnership with office managers.