IT Business Partner

Hightouch; United States; Remote; USD 125,000 - 175,000; Full time

Job summary

Hightouch is seeking its first IT Business Partner to lead IT operations for a remote North America team. You will manage a distributed workforce, implement AI-driven ticketing and self-service, and partner with the business to reduce ticket volume while elevating employee experience.

You will work with our IT Engineer and leverage Okta, Google Workspace, and MDM tools to streamline access, security, and device management. This strategic role grows into a true business partner across teams.

Qualifications

• 5+ years IT experience in a high-growth startup environment.
• Bachelor’s degree or equivalent experience.
• Exceptional communication skills with engineers and non-technical stakeholders.
• Presentation skills to convey ideas to stakeholders.
• Experience with Okta and Okta workflows; certification a plus.
• Experience managing Apple devices via MDM (Kandji/Iru, Rippling, Jamf, etc.).
• Google Workspace administration experience.
• Fluency with security best practices and compliance audits (SOC2, SOX).
• Experience with AI ITSM platforms (Risotto, Moveworks, Raveena, Serval).
• Passionate about the employee experience and how IT enables the business.

Responsibilities

• Support a remote, distributed workforce — respond to tickets and troubleshoot issues
• Focus on the employee experience across onboarding to offboarding
• Own and tune AI-powered ticketing system; build automations and self-service
• Track ticket volume to fix root causes and improve docs and automation
• Gather data and identify trends to improve IT processes
• Administer Google Workspace and manage day-to-day user access, SSO (Okta)
• Manage MDM for Apple devices to streamline onboarding/offboarding
• Act as business partner to teams; identify tooling bottlenecks and provide proactive solutions
• Build and maintain IT documentation and self-service resources; conduct trainings
• Maintain IT asset inventory and infrastructure for planning/audits
• Support security/compliance efforts (SOC2, SOX) with risk-based approach
• Help define scaling of IT operations as the company grows

Skills

IT leadership

Communication

Presentation skills

Employee experience

Strategic IT operations

Problem solving

Vendor/stakeholder management

Security awareness

AI ITSM familiarity

Remote collaboration

Education

Bachelor's degree or equivalent experience

Tools

Okta

Kandji/Iru

Rippling

Jamf

Google Workspace

Risotto

Moveworks

Raveena

Serval

Job description

IT Business Partner

Team

Engineering

Location

Remote (North America)

Compensation

$125K – $175K

About Hightouch

Hightouch is the Agentic Marketing Platform that helps brands turn customer data into action. By bringing brand context, customer insights, and performance history together in a single composable CDP, we give marketing teams the tools to build and launch end-to-end campaigns independently. We’re moving beyond legacy systems to create AI-driven marketing that actually delivers results.

Since our founding in 2019, we’ve been headquartered in San Francisco and focused on helping teams analyze performance and spark new ideas at a pace that was once impossible.

Our mission is simple: we help customers use data and AI to grow. We’re an ambitious, impact-driven team that values humility and kindness above all else. If you’re motivated by speed, high standards, and working alongside people who genuinely care about each other and their customers, we’d love to have you join us.

About the Role

We're looking for our first IT Business Partner to help run IT operations and be the face of IT across the company. You'll start close to the ground — working tickets, supporting a remote, geographically distributed team, and understanding where people get stuck. This is not a technician role closing tickets all day; rather this is a strategic role focused on elevating the employee experience and enabling the business. You will be tasked with bringing ticket volume down and utilizing systems to do the heavy lifting. You'll work closely with our IT Engineer to push more of our support load onto AI-driven ticketing and self-service, so the team spends its time on the problems that actually need a person. Over time, this role grows from "the person who fixes it" into "the person who makes sure it rarely breaks in the first place," and into a real business partner to the teams you support.

What You'll Do

• Support a remote, distributed workforce directly — respond to tickets, troubleshoot hardware and application issues, and build a positive experience for our employees

• Focus heavily on the employee experience - through the whole lifecycle from onboarding to offboarding. Your job is to make IT the enabler of the business

• Own and continuously tune our AI-powered ticketing system building out automations, self-service flows, and knowledge base content that resolve issues without a human

• Track what's actually generating ticket volume and use that insight to fix root causes — bad docs, missing automation, a tool that’s confusing by default. Not just resolve the ticket but actually solve the problem

• Gather data, synthesize information, and identify trends to improve processes and experience

• Administer Google Workspace and manage day-to-day user access and configuration across our SSO environment (Okta), in partnership with our IT Engineer

• Manage MDM for our device fleet (mainly Apple), keeping onboarding and offboarding fast and painless for new hires and managers alike

• Act as a business partner to teams across the company — sit in on their workflows, understand where tooling is actually getting in the way, and bring solutions proactively rather than reactively

• Build and maintain documentation and self-service resources, put on trainings, create videos recordings, and manage the IT communications company wide

• Maintain an accurate picture of our IT asset inventory and infrastructure to support planning and audits

• Support security and compliance efforts (SOC 2 and beyond) with a practical, risk-based approach. Understand the balance between security and business enablement

• Help shape how IT operations should scale as we grow — you'll have real input into what we build next

What You'll Need

• 5+ years of progressive IT experience, ideally in a high-growth startup environment

• Bachelor’s degree or equivalent experience

• Exceptional communication skills — you'll be talking to engineers and non-technical stakeholders alike all day and will need to build trust and accountability

• Presentation skills - and the ability to clearly and effectively convey ideas and requirements to stakeholders

• Experience with Okta and Okta workflows - certification a plus

• Experience managing Apple devices via MDM (Kandji/Iru, Rippling, Jamf, etc.)

• Google Workspace administration experience

• Fluency with security best practices and compliance audits (SOC2, SOX, etc.)

• Experience with AI ITSM platforms (Risotto, Moveworks, Raveena, Serval, or similar)

• Passionate about the employee experience and how IT enables the business

Bonus Points

• Solid grounding in networking fundamentals

• Certifications such as Jamf, Okta, ITIL, PMP, CISSP

• Experience building a stellar IT operations function