Staff Business Technology & IT Help Desk

Ironclad•San Francisco, CA

20h•$110,000 - $140,000

About The Position

Ironclad is the leading AI contracting platform that transforms agreements into assets. Contracts move faster, insights surface instantly, and agents push work forward, all with you in control. Whether you’re buying or selling, Ironclad unifies the entire process on one intelligent platform, providing leaders with the visibility they need to stay one step ahead. That’s why the world’s most transformative organizations, from OpenAI to the World Health Organization and the Associated Press, trust Ironclad to accelerate their business. We’re consistently recognized as a leader in the industry: a Leader in the Forrester Wave and Gartner Magic Quadrant for Contract Lifecycle Management, a Fortune Great Place to Work, and one of Fast Company’s Most Innovative Workplaces. Ironclad has also been named to Forbes’ AI 50 and Business Insider’s list of Companies to Bet Your Career On. We’re backed by leading investors including Accel, Y Combinator, Sequoia, BOND, and Franklin Templeton. For more information, visit www.ironcladapp.com or follow us on LinkedIn. Ironclad IT Our IT team plays a pivotal role in creating platforms for success so our Ironclad team can execute on our vision. As an IT teammate, you’ll partner with our Operations team on growth strategies and execute on technology needs as we grow. You also bring empathy to understand employee technology needs. You’ll enable the team, build out new offices, and design IT strategy for a fast-paced, fast-growing technology company.

Requirements

3-5+ years experience of support in a technical management capacity.
Experience in a fast-growing company; direct experience with SaaS products, solutions, or ecosystems preferred.
Proficient in driving results and outcomes while solving complex problems.
Team and goal-oriented.
High output; low ego.
G-Suite admin, Jamf certifications (200/300), SAML integration experience/SaaS management, Meraki networking proficiency, 1Password, Zoom, Slack, scripting language (python preferred), Mac, Chrome, Office 365, etc.
Mac and PC Hardware support (iPhones, iPads, Android, Google phones and tablets).
Elevated understanding of networking principles and how to implement/manage networks (DHCP, DNS, SSID).

Responsibilities

Team Leadership and Management: Work within the end user services team by helping solve inbound tickets and escalate as needed to ensure teammates can do the work they need to do by offering support for laptops, mobile devices, office hardware, apps like email, and more.
Customer Support & Service Delivery: Ensure SLA’s are met across key metrics, review and improve customer requests through metric driven analysis. Train team members on delivering a high bar of customer experience.
Asset Management. Track and manage technology and policies to actively manage the company fleet.
Scale through systems by proactive research and development of IT best practices for systems and processes.
Enablement & Support: Prepare training materials and documentation to enable the team for success and manage inbound ticket requests. Create strategies to anticipate and alleviate blockers.
Executive support: Assist top leaders and their assistants in navigating technology support.
Collaborate: Partner with teammates across Ironclad to solve technology problems as we scale from managing apps to supporting company growth.
Security: Enforce and comply with company policy with vendor and app management, security requirements (SOC, ISO, etc), Jamf and endpoint management.
Documentation: Continuous management of company FAQ’s and knowledge base documentation for end users and IT team members.

Benefits

100% health coverage for employees (medical, dental, and vision), and 75% coverage for dependents with buy-up plan options available
Market-leading leave policies, including gender-neutral parental leave and compassionate leave
Family forming support through Maven for you and your partner
Paid time off - take the time you need, when you need it
Monthly stipends for wellbeing, hybrid work, and (if applicable) cell phone use
Mental health support through Modern Health, including therapy, coaching, and digital tools
Pre-tax commuter benefits (US Employees)
401(k) plan with Fidelity with employer match (US Employees)
Regular team events to connect, recharge, and have fun
And most importantly: the opportunity to help build the company you want to work at