Information Technology Services Manager

Swooped; United States; Remote; USD 130,000 - 175,000; Full time

Benefits offered by this job

Equity eligibility

Health, dental, vision insurance

401(k) retirement plan

Paid time off

Parental leave

Job summary

Swooped is seeking an IT Service Manager to own IT and business systems operations for a remote-first workforce. You will lead endpoint management, identity, and SaaS apps, with autonomy to design automated, self-service systems and scale support.

You will partner with security to implement access controls, audit trails for ISO compliance, and drive security tooling rollouts while transitioning IT to a proactive, automated function.

Qualifications

• Senior-level experience independently managing a distributed, remote-first IT environment with complete ownership.
• Ability to make independent technical decisions and guide priorities with minimal supervision.
• Hands-on administration of Apple hardware, macOS and MDM platforms Kandji/Jamf/Hexnode.
• Strong knowledge of identity and access management (Okta) and security alignment.
• Experience building security/compliance controls, endpoint compliance, and access reviews.
• Directly execute operational security initiatives including tooling rollouts and vulnerability remediation.
• Proven ability to automate IT processes via scripting/self-service to reduce tickets.
• Scripting in Python and using Claude Code for automation workflows.
• Experience managing IT vendor relationships and technology spend.
• Excellent written and verbal communication with non-technical stakeholders.

Responsibilities

• Own IT and business systems operations for remote workforce, including provisioning and monthly software renewals.
• Provide hands-on technical support with rapid first-call resolution.
• Oversee onboarding/offboarding across device and account lifecycles.
• Partner with security to build access controls, endpoint policies, and ISO audit docs.
• Handle security tooling, vulnerability remediation, and access reviews.
• Develop automation and self-service tooling to reduce requests while maintaining controls.
• Manage Apple hardware fleet, MDM policies, OS upgrades, and lifecycle.
• Oversee vendor management for SaaS and IT vendors, including onboarding/offboarding.
• Collaborate cross-functionally to identify IT needs and deliver self-service systems.
• Meet milestones: 90-day helpdesk coverage, 180 days endpoints/access controls/automation, 365 days ISO readiness.

Skills

Remote IT management

Endpoint administration

SaaS apps administration

Identity management

Automation & self-service

Security tooling

ISO compliance awareness

Python scripting

Vendor management

Technical communication

Tools

Kandji

Jamf

Hexnode

Okta

Claude Code

Job description

The hiring organization is seeking an IT Service Manager to independently own IT and business systems operations for a distributed, remote-first workforce. Reporting to the VP of Engineering, this role leads the administration of endpoints, enterprise applications, and day-to-day technical support, operating with high autonomy to design and implement automated, self-service systems that scale support operations.

In addition to driving core IT operations, this role collaborates closely with the security engineering team to implement access controls, endpoint policies, and audit trails required for ISO compliance. The role acts as a hands-on execution partner across day-to-day security initiatives, including tooling rollouts and access reviews, transitioning IT operations from reactive support into a modern, automated function.

This is a full-time, remote position based in the United States.

Key Responsibilities

• Own IT and business systems operations across the remote workforce, overseeing endpoint management, identity, and SaaS applications, including provisioning, deprovisioning, and monthly software renewal reviews.
• Provide hands-on technical support across the organization, resolving desktop-level issues with a focus on rapid, first-call resolution.
• Oversee onboarding and offboarding procedures across the device and account lifecycle to maintain secure, efficient transitions.
• Partner with security leadership to build and maintain access controls, endpoint policies, and audit documentation required for ISO compliance.
• Execute hands-on across operational security workstreams, including tooling deployments, vulnerability remediations, and access reviews.
• Develop automation and self-service tooling using scripting and modern technical tools to reduce manual service requests while enforcing controls and operational visibility.
• Manage the organization's Apple-based hardware fleet end to end, including mobile device management (MDM) policies, operating system upgrades, and hardware lifecycle management.
• Oversee vendor management processes for SaaS and IT vendors, including vendor onboarding, offboarding, and documentation to align technology spend with organizational needs.
• Partner cross-functionally to identify IT requirements, align on technical priorities, and deliver self-service systems for internal teams.
• Meet phased operational milestones: establish reliable first-call helpdesk coverage within 90 days; take full ownership of endpoints, access management, foundational ISO controls, and automation within 180 days; and ensure ISO audit readiness while scaling self-service operations within 365 days.

Required Qualifications

• Senior-level experience independently managing a distributed, remote-first IT environment, including endpoint management, identity administration, and SaaS business applications, with complete operational ownership.
• Demonstrated experience operating with high autonomy, making independent technical decisions, and guiding functional priorities with minimal supervision.
• Hands-on administration experience with enterprise Apple hardware, macOS, and MDM platforms such as Kandji, Jamf, or Hexnode.
• Strong working knowledge of identity and access management platforms, such as Okta, and their alignment with security and compliance requirements.
• Demonstrated experience building or maturing security and compliance controls, such as endpoint compliance frameworks and access reviews.
• Ability to execute directly on operational security initiatives designed by security leadership, including vulnerability remediation, security tooling rollouts, and regular access reviews.
• Proven track record of automating manual IT processes through scripting or self-service tooling to decrease ticket volume and increase operational consistency.
• Scripting proficiency in Python, alongside experience using Claude Code and related AI tools to build automation workflows and support security tasks.
• Experience managing IT vendor relationships and technology expenditures through structured vendor management processes.
• Strong written and verbal communication skills, including the ability to communicate technical topics clearly to non-technical stakeholders.

Preferred Qualifications

• Experience establishing security controls directly supporting frameworks such as ISO 27001.
• ISO 27001 certification (or equivalent framework certification), or direct experience preparing for and supporting an ISO audit.
• Prior IT systems experience within a regulated industry or a SaaS company handling sensitive data.

Compensation and Benefits

Base salary range: $130,000 to $175,000 USD per year, applicable across all United States locations. Final compensation is determined by qualifications, skill level, and competencies.

• Equity eligibility.
• Comprehensive health, dental, and vision insurance coverage.
• Retirement savings plan with a 401(k) program.
• Paid time off, including paid holidays.
• Parental leave benefits.

Equal Opportunity and Notices

The hiring organization provides equal employment opportunities to all employees and applicants without regard to sex, gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local law.

Pursuant to the San Francisco Fair Chance Ordinance, qualified applicants with arrest and conviction records will be considered for employment.