IT Support Manager, Americas — Exec & On-Call

Anthropic; New York (NY); Hybrid; USD 230,000 - 265,000; Full time

Job summary

Anthropic in New York City is seeking a Manager, IT Support to lead our Americas support team, including engineers in San Francisco, New York, and Seattle. You will hire, coach, and grow the team while shaping service levels and on-call rotations.

The role emphasizes people leadership, balancing automation with hands-on queue management, and partnering with IT Engineering, Security, People Ops, and Workplace to deliver an exceptional employee experience.

Qualifications

• 7+ years IT support and operations, with 3+ years managing a support team.
• Experience leading frontline IT support with queue ownership and service levels.
• Experience managing across multiple offices and aligning development.
• Security-first mindset and balance between user experience and security requirements.

Responsibilities

• Lead, coach, and develop IT Support Engineers across SF, NY, and Seattle.
• Hire IT Support Engineers including for executive/board support.
• Own in-office coverage and staffing across offices and lead a dispersed team.
• Own queue health, service levels, and routing rules across the Americas.
• Drive first-touch resolution, time-to-response, and employee satisfaction improvements.
• Run and staff Americas on-call rotation within follow-the-sun model.
• Route escalations to specialist teams and IT Engineering.
• Protect engineering time for automation and deflection while keeping queue performance.
• Collaborate with Workplace, People Ops, and other teams for office operations and events.

Skills

Team leadership

IT Support

Staffing & Hiring

SLA management

Security-minded

Operations coordination

Education

Bachelor’s degree or equivalent

Job description

Anthropic in New York City is seeking a Manager, IT Support to lead our Americas support team, including engineers in San Francisco, New York, and Seattle. You will hire, coach, and grow the team while shaping service levels and on-call rotations.

The role emphasizes people leadership, balancing automation with hands-on queue management, and partnering with IT Engineering, Security, People Ops, and Workplace to deliver an exceptional employee experience.