IT Support Manager - Apple Mac & Team Leadership

Uzway; New York (NY); Hybrid; USD 99,000 - 125,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

401(k)

Commuter benefits

Paid maternity leave

Paid paternity leave

Tuition assistance

Student loan assistance

Disability insurance

Job summary

The Simons Foundation is seeking a Manager, IT Support to lead the on‑site IT help desk in New York City and drive improvements across the support team. You will mentor staff, manage tickets, and partner with engineering to refine processes and training.

This full‑time role requires strong communication, high service standards, and expertise with Apple devices, Jamf, and cloud platforms. The position reports to the Senior Manager, IT Operations.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.
• ACMT certification or willingness to obtain certification.
• 4+ years of experience with Mac troubleshooting and IT support.
• Experience with macOS MDM solutions such as Jamf.
• Strong proficiency in administering and supporting SaaS applications such as Google Workspace, Dropbox and Slack.
• Strong proficiency with Microsoft Entra or other identity management/Single Sign-On (SSO) platforms.
• Experience managing team members and delegating daily team workload.

Responsibilities

• Respond to help desk tickets and fulfill technology support requests from foundation staff.
• Configure and deploy Macs and troubleshoot hardware (primarily Apple).
• Administer cloud services and software licenses.
• Carry out networking requests.
• Manage IT support staff; hire, train and mentor team members.
• Allocate incoming support tickets to team members based on workload and expertise.
• Ensure equitable distribution to maintain team efficiency and productivity.
• Conduct regular meetings to review the ticket queue, prioritize tasks and address bottlenecks or escalations.
• Monitor and analyze key performance metrics related to ticket resolution times, customer satisfaction and team productivity.
• Implement strategies to meet or exceed performance targets and SLAs.

Skills

Mac troubleshooting

Customer service

Team leadership

Communication

Documentation

Training

Education

Bachelor's degree in IT/CS or related field

ACMT certification

Tools

Jamf

Google Workspace

Dropbox

Slack

Microsoft Entra (SSO)

Job description

The Simons Foundation is seeking a Manager, IT Support to lead the on‑site IT help desk in New York City and drive improvements across the support team. You will mentor staff, manage tickets, and partner with engineering to refine processes and training.

This full‑time role requires strong communication, high service standards, and expertise with Apple devices, Jamf, and cloud platforms. The position reports to the Senior Manager, IT Operations.