IT Support Manager, Americas - Lead & Elevate

United States Digital Space LLC; New York (NY); On-site; USD 230,000 - 265,000; Full time

Job summary

United States Digital Space LLC in New York City is seeking a Manager, IT Support to lead our Americas support team. This is a people leadership role: you will hire, coach, and grow IT Support Engineers across San Francisco, New York, and Seattle, while shaping service levels and standing up a follow-the-sun on-call rotation.

You will balance a security‑first mindset with a strong focus on user experience, protect automation initiatives, and partner with IT Engineering, Security, People

Qualifications

• 7+ years in IT support and operations.
• 3+ years managing a support team.
• Experience leading a frontline IT support team.
• Experience across multiple offices.
• Strong written communication.

Responsibilities

• Lead, coach, and develop a team of IT Support Engineers across San Francisco, New York, and Seattle—1:1s, feedback, performance management, and career growth
• Hire IT Support Engineers, including for our executive and board support function, and raise the bar as the team grows
• Own in-office coverage and staffing across San Francisco, New York, and Seattle, and lead a team you aren't always in the same room with
• Own queue health, service level attainment, and routing rules across the Americas
• Be accountable for how the Americas performs against our support metrics—first-touch resolution, time to first response, time to resolution, employee satisfaction—and drive the changes that move them
• Run and staff the Americas on-call rotation within the global follow-the-sun model
• Route escalations into specialist operations teams and IT Engineering, and hold your team to those boundaries
• Protect engineering time for automation and deflection work without letting the queue slip
• Collaborate with Workplace, People Ops, and other teams to support office operations and company events
• Travel regularly to San Francisco and occasionally to Seattle

Skills

Team leadership

Hiring & coaching

IT support fundamentals

Multi-office coordination

Security‑minded

Education

Bachelor’s degree

Job description

United States Digital Space LLC in New York City is seeking a Manager, IT Support to lead our Americas support team. This is a people leadership role: you will hire, coach, and grow IT Support Engineers across San Francisco, New York, and Seattle, while shaping service levels and standing up a follow-the-sun on-call rotation.

You will balance a security‑first mindset with a strong focus on user experience, protect automation initiatives, and partner with IT Engineering, Security, People