Manager, IT

Hippo Insurance; Austin (TX); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Health benefits

Equity compensation

Training and growth

Flexible time off

Parental leave

Onsite snacks and meals

Job summary

Hippo Insurance is seeking a Manager, IT to lead our support team in a hybrid model with presence in Austin, TX or Dallas, TX. You will partner with the Director of IT to drive initiatives that improve internal tooling, documentation, and processes that impact the business, while building strong relationships with customers, partners, and IT peers.

You will guide projects, manage identity and access tooling, and drive scalable IT solutions to enhance user experience, security, and operations

Qualifications

• 6+ years in a modern IT Support environment.
• 3+ years leading projects.
• 2+ years people management or team leadership experience.
• Hands-on experience with identity providers and device management plus enterprise tools (Slack, Teams, Zoom, etc.).

Responsibilities

• Leverage AI tools to improve Helpdesk efficiency.
• Co-manage and administer SaaS environment including SSO integrations and O365.
• Create policy and process documentation for IT staff and Hippo employees.
• Manage team performance globally (U.S., Poland) via SLAs.
• Lead cross-functional projects with focus on user experience, security, and infrastructure.
• Translate project requirements into actionable objectives and deadlines for IT Support staff.
• Identify gaps in technology and engineer scalable solutions.
• Provide hands-on technical and policy escalation support.

Skills

IT Support

Project leadership

People management

Identity management

Enterprise tools

Video conferencing

Desktop OS knowledge

Ticketing metrics

Communication

Continuous improvement

Tools

Slack

Microsoft Teams

Zoom

Office 365

Job description

Title

Manager, IT

Location

Austin, TX (hybrid) or Dallas, TX (Hybrid)

Reports To

Director, Information Technology

About Hippo

Hippo was built on a promise: make homeownership effortless. Nearly a decade later, that mission still drives us. We use technology and data to help our customers stay ahead of problems and protect what matters most. Today, that same tech-native approach powers our work beyond homeowners. Hippo operates as a diversified carrier platform, partnering with MGAs to deliver tailored program solutions that help them grow and deliver better customer experiences. Behind that work is a team that values ownership, curiosity, collaboration, and continuous improvement. If you're energized by building what's next, we'd love to meet you.

About you

You will be a customer service and support evangelist, leading our support team while also assisting our customers via in person walkup, support tickets, email, and chat. You will work closely with the Director of IT to drive team direction and make continuous improvements to our internal tools, documentation, and processes that directly impact the business. You love building relationships with customers, business partners, and IT team members alike. You have an extensive background in leading projects and teams, utilizing metrics to drive change, and are passionate about providing the best customer service experience possible. You are also passionate about mentorship and providing direct constructive feedback for continued development.

What You'll Do

• Leverage AI tools to innovate and improve efficiency with Helpdesk processes
• Co-manage & administer our SaaS environment, including identity access management (SSO integrations), O365, and other major platforms
• Create comprehensive policy and process documentation for both IT staff and Hippo employees
• Manage team performance globally (U.S., Poland) through Service Level Objectives, ensuring commitments to Hippo are met and exceeded
• Lead cross-functional projects as a key stakeholder, highlighting and championing company impact including user experience, security, infrastructure, and others
• Translate project requirements into actionable objectives and deadlines for IT Support staff
• Identify gaps in current technology, systems, and operations, and engineer scalable solutions
• Provide hands-on technical and policy escalation support

Must Haves

• 6+ years of experience in a modern IT Support environment
• 3+ years of experience managing/leading projects
• 2+ year(s) of people management or team leadership experience
• Hands-on experience managing/administering modern identity providers, device management, and other enterprise tools like Slack, Teams, Zoom, etc.
• Subject matter expert in one or more modern enterprise tools
• Experience with video conferencing solutions and support
• Extensive technical knowledge of recent desktop operating systems (I.e. macOS, Windows)
• Strong understanding of support ticket management, tracking metrics and trends, and defining/enforcing best practices
• Excellent communication and interpersonal skills to interact with key stakeholders in partner teams and company leadership
• Strong attention to detail and a passion for correctness
• Passion for continuous improvement, scalability, and the user experience

Benefits And Perks

• Healthy Hippos Benefits - Multiple medical plan options, 100% covered dental and vision for you and your family, and a wellness program that rewards healthy habits. We also offer a 401(k)-retirement plan, short & long-term disability, employer-paid life insurance, Flexible Spending Accounts (FSA) for health and dependent care, and an Employee Assistance Program (EAP)
• Equity - This position is eligible for equity compensation
• Training and Career Growth - Training and internal career growth opportunities
• Flexible Time Off - You know when and how you should recharge
• Little Hippos Program - We offer 12 weeks of parental leave for primary and secondary caregivers
• Hippo Habitat - Snacks and drinks available and catered lunches for onsite employees

Hippo is an equal opportunity employer, and we are committed to building a team culture that celebrates diversity and inclusion. Hippo’s applicants are considered solely based on their qualifications, without regard to an applicant’s disability or need for accommodation. Any Hippo applicant who requires reasonable accommodations during the application process should contact the Hippo’s People Team to make the need for an accommodation known.