IT Support Manager – Scale Systems with AI Help

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

Benefits offered by this job

Crafty healthcare plan

401k

Paid time off

Equipment certification courses

Parental leave

Snacks & events

Job summary

Crafty, headquartered in Chicago with offices in New York and the Bay Area, is seeking an IT Support Manager to lead the internal IT support function and own employee technology experience from onboarding to off-boarding. You’ll establish service standards, manage licenses, hardware, security, and cafe POS setup while building scalable, AI-enabled support solutions.

You’ll report to the CTO and collaborate across the business to deliver reliable tools, secure access, and an exceptional employee

Qualifications

• Experience leading IT support functions or major programs.
• Experience with vendor management.
• Experience administering SaaS systems at scale.
• Experience establishing service-management processes and metrics.
• Strong knowledge of security principles and identity/access management.
• Experience teaching others to use AI tools and automation responsibly.

Responsibilities

• Lead strategy and delivery of internal IT support.
• Own onboarding through off-boarding processes.
• Manage user accounts and software licenses.
• Oversee hardware, vendor relationships, and security practices.
• Build scalable processes and training materials.
• Develop AI-enabled support solutions.

Skills

People leadership

Strategic communication

Technical depth

Systems thinking

Ownership

Program & change management

Operational excellence

Hardware & vendor management

Tools

Slack

Rippling

Google Workspace

Endpoint protection

Network & AV systems

Job description

Crafty, headquartered in Chicago with offices in New York and the Bay Area, is seeking an IT Support Manager to lead the internal IT support function and own employee technology experience from onboarding to off-boarding. You’ll establish service standards, manage licenses, hardware, security, and cafe POS setup while building scalable, AI-enabled support solutions.

You’ll report to the CTO and collaborate across the business to deliver reliable tools, secure access, and an exceptional employee