IT Support Manager for AI-Driven Employee Experience

Crafty, LLC; Chicago (IL); On-site; USD 95,000 - 110,000; Full time

Benefits offered by this job

Healthcare plan

401(k)

Paid time off

Cert. courses

Parental leave

Snacks & beverages

Job summary

Crafty, LLC in Chicago is seeking an IT Support Manager to lead the strategy, delivery, and continuous improvement of our internal IT support function. Reporting to the CTO, you’ll own the employee technology experience from onboarding through off-boarding, ensuring distributed teams have secure, reliable tools and support.

This role focuses on scalable processes, training, documentation, and AI-enabled support solutions, partnering with business leaders to anticipate needs and deliver a

Qualifications

• Experience leading IT support functions and managing vendors.
• Strong ability to communicate technical concepts to non-technical audiences.
• Experience configuring SaaS systems at scale.
• Knowledge of security principles, IAM, endpoint management, and incident response.
• Experience teaching others to use AI tools and automation.
• Ability to build scalable processes and documentation.

Responsibilities

• Lead strategy, delivery, and continuous improvement of internal IT support.
• Own setup and support of the Café POS system.
• Establish service standards, prioritize escalated needs, and resolve issues.
• Manage user accounts and software licenses, hardware lifecycle, and vendor relationships.
• Strengthen network, AV, and security practices across distributed teams.
• Develop training and documentation; implement AI-enabled support solutions.

Skills

People leadership

Strategic communication

Technical depth

Systems thinking

Ownership

Program management

Operational excellence

Vendor management

Tools

Slack

Rippling

Google Workspace

Endpoint protection

Network & AV systems

AI tools

Job description

Crafty, LLC in Chicago is seeking an IT Support Manager to lead the strategy, delivery, and continuous improvement of our internal IT support function. Reporting to the CTO, you’ll own the employee technology experience from onboarding through off-boarding, ensuring distributed teams have secure, reliable tools and support.

This role focuses on scalable processes, training, documentation, and AI-enabled support solutions, partnering with business leaders to anticipate needs and deliver a