IT Support & Service Delivery Manager (Hybrid) - Equity

Hippo; Austin, Dallas (TX, TX); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Equity compensation

Career growth opportunities

Flexible time off

12 weeks parental leave

Hippo Habitat onsite snacks

Job summary

Hippo is seeking a Manager, IT to lead our support organization across hybrid locations in Austin and Dallas. You will work with the Director of IT to drive improvements to internal tools, processes, and documentation, building strong customer relationships and mentoring the team.

You will oversee SaaS environments, IAM, and enterprise tools, while championing scalable, secure solutions and exceptional user experiences for Hippo employees and partners alike.

Qualifications

• 6+ years in a modern IT support environment.
• 3+ years managing/leading projects.
• 2+ years of people management or team leadership experience.
• Hands-on with identity providers and device management in enterprise tools.
• Subject matter expert in one or more modern enterprise tools.
• Experience with video conferencing solutions.
• Extensive knowledge of macOS and Windows desktop OSes.
• Strong ticket management, metrics, and best practices.

Responsibilities

• Use AI tools to innovate and improve Helpdesk efficiency.
• Co-manage and administer our SaaS environment, including IAM, SSO, O365, and other major platforms.
• Create policy and process documentation for IT staff and Hippo employees.
• Manage global team performance (U.S., Poland) through SLAs and KPI reviews.
• Lead cross-functional projects as a key stakeholder, focusing on user experience, security, and infrastructure.
• Translate project requirements into actionable objectives and deadlines for IT Support staff.
• Identify gaps and engineer scalable IT solutions; provide hands-on escalation support.

Skills

IT leadership

Project management

People management

Identity providers

Enterprise tools

Video conferencing

Desktop OS

Ticket metrics

Communication

Tools

Slack

Teams

Zoom

Job description

Hippo is seeking a Manager, IT to lead our support organization across hybrid locations in Austin and Dallas. You will work with the Director of IT to drive improvements to internal tools, processes, and documentation, building strong customer relationships and mentoring the team.

You will oversee SaaS environments, IAM, and enterprise tools, while championing scalable, secure solutions and exceptional user experiences for Hippo employees and partners alike.