IT Services Lead & People Manager - Hybrid

Hippo Insurance; Mesquite (TX); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health benefits

Equity compensation

Training and career growth

Flexible time off

12 weeks parental leave

Onsite snacks and catered lunches

Job summary

Hippo Insurance is seeking a Manager, IT to lead our global support and IT operations across Austin (hybrid) or Dallas (Hybrid). You will mentor the support team, optimize internal tools, and partner with the Director of IT to drive continuous improvements that impact the business.

You'll oversee SLA performance, manage SaaS platforms, IAM integrations, and policy documentation while championing customer experience, security, and scalability in a fast-paced, tech-native environment.

Qualifications

• 6+ years of experience in a modern IT Support environment.
• 3+ years of experience managing/leading projects.
• 2+ year(s) of people management or team leadership experience.
• Hands-on experience managing/administering modern identity providers, device management, and other enterprise tools like Slack, Teams, Zoom, etc.
• Subject matter expert in one or more modern enterprise tools.
• Experience with video conferencing solutions and support.
• Extensive technical knowledge of recent desktop operating systems (I.e. macOS, Windows)
• Strong understanding of support ticket management, tracking metrics and trends, and defining/enforcing best practices.
• Excellent communication and interpersonal skills to interact with key stakeholders in partner teams and company leadership.
• Strong attention to detail and a passion for correctness.
• Passion for continuous improvement, scalability, and the user experience.

Responsibilities

• Leverage AI tools to innovate and improve efficiency with Helpdesk processes.
• Co-manage & administer our SaaS environment, including identity access management (SSO integrations), O365, and other major platforms.
• Create comprehensive policy and process documentation for both IT staff and Hippo employees.
• Manage team performance globally (U.S., Poland) through Service Level Objectives, ensuring commitments to Hippo are met and exceeded.
• Lead cross-functional projects as a key stakeholder, highlighting and championing company impact including user experience, security, infrastructure, and others.
• Translate project requirements into actionable objectives and deadlines for IT Support staff.
• Identify gaps in current technology, systems, and operations, and engineer scalable solutions.
• Provide hands‑on technical and policy escalation support.

Skills

IT support leadership

Team management

Identity & access management

SaaS administration

Policy documentation

Project coordination

Stakeholder communication

Security & infrastructure awareness

Tools

Slack

Teams

Zoom

O365

Job description

Hippo Insurance is seeking a Manager, IT to lead our global support and IT operations across Austin (hybrid) or Dallas (Hybrid). You will mentor the support team, optimize internal tools, and partner with the Director of IT to drive continuous improvements that impact the business.

You'll oversee SLA performance, manage SaaS platforms, IAM integrations, and policy documentation while championing customer experience, security, and scalability in a fast-paced, tech-native environment.