Manager, IT Support

United States Digital Space LLC; New York (NY); On-site; USD 230,000 - 265,000; Full time

Job summary

United States Digital Space LLC in New York City is seeking a Manager, IT Support to lead our Americas support team. This is a people leadership role: you will hire, coach, and grow IT Support Engineers across San Francisco, New York, and Seattle, while shaping service levels and standing up a follow-the-sun on-call rotation.

You will balance a security‑first mindset with a strong focus on user experience, protect automation initiatives, and partner with IT Engineering, Security, People

Qualifications

• 7+ years in IT support and operations.
• 3+ years managing a support team.
• Experience leading a frontline IT support team.
• Experience across multiple offices.
• Strong written communication.

Responsibilities

• Lead, coach, and develop a team of IT Support Engineers across San Francisco, New York, and Seattle—1:1s, feedback, performance management, and career growth
• Hire IT Support Engineers, including for our executive and board support function, and raise the bar as the team grows
• Own in-office coverage and staffing across San Francisco, New York, and Seattle, and lead a team you aren't always in the same room with
• Own queue health, service level attainment, and routing rules across the Americas
• Be accountable for how the Americas performs against our support metrics—first-touch resolution, time to first response, time to resolution, employee satisfaction—and drive the changes that move them
• Run and staff the Americas on-call rotation within the global follow-the-sun model
• Route escalations into specialist operations teams and IT Engineering, and hold your team to those boundaries
• Protect engineering time for automation and deflection work without letting the queue slip
• Collaborate with Workplace, People Ops, and other teams to support office operations and company events
• Travel regularly to San Francisco and occasionally to Seattle

Skills

Team leadership

Hiring & coaching

IT support fundamentals

Multi-office coordination

Security‑minded

Education

Bachelor’s degree

Job description

About the company

the company’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

About the Role

We're looking for a Manager, IT Support to lead our Americas support team. IT Support is the front door for every employee technology need at the company: our Claude-backed support assistant, the human ticket queue behind it, walk-ups and desk-side help, hardware swaps, conference room triage, and a dedicated white-glove channel for our executives and board.

This is first and foremost a people leadership role. You'll manage a team of IT Support Engineers across San Francisco, New York, and Seattle—hiring them, coaching them, and growing them.

The role goes beyond running a queue, too. Our support model is being rebuilt this year, and much of what you'd normally inherit doesn't exist yet—you'll help shape the service levels this team is held to, and stand up the Americas leg of a follow-the-sun on-call rotation. You'll also hold a tension we take seriously: our engineers build the automation that keeps requests from ever reaching a person, and they treat the queue as the first priority, always. You'll partner closely with our specialist operations teams, IT Engineering, Security, People Operations, and Workplace to deliver an exceptional employee experience while maintaining the rigorous security posture our mission demands.

Responsibilities

• Lead, coach, and develop a team of IT Support Engineers across San Francisco, New York, and Seattle—1:1s, feedback, performance management, and career growth

• Hire IT Support Engineers, including for our executive and board support function, and raise the bar as the team grows

• Own in-office coverage and staffing across San Francisco, New York, and Seattle, and lead a team you aren't always in the same room with

• Own queue health, service level attainment, and routing rules across the Americas

• Be accountable for how the Americas performs against our support metrics—first-touch resolution, time to first response, time to resolution, employee satisfaction—and drive the changes that move them

• Run and staff the Americas on-call rotation within the global follow-the-sun model

• Route escalations into specialist operations teams and IT Engineering, and hold your team to those boundaries

• Protect engineering time for automation and deflection work without letting the queue slip

• Collaborate with Workplace, People Ops, and other teams to support office operations and company events

• Travel regularly to San Francisco and occasionally to Seattle

You may be a good fit if you have

• 7+ years of experience in IT support and operations, with 3+ years managing a support team

• A track record of managing and developing engineers: hiring, coaching, performance conversations that change behavior, and moving people into their next role

• Experience leading a frontline IT support team, including ownership of a queue, its service levels, and the people who work it

• Experience managing across multiple offices, including reports you don't sit with, and a real answer for how you keep them developing

• Strong hands‑on IT support fundamentals: macOS-primary fleets, identity and access, SaaS troubleshooting, hardware lifecycle, and AV first‑response

• A demonstrated ability to move a support function's metrics

• A security‑first mindset and excellent judgment about when user experience yields to security requirements

• Comfort with ambiguity and rapidly shifting priorities in a fast‑paced environment

• Strong written communication—you can write a runbook, a postmortem, and a piece of hard feedback, and have each land

Strong candidates may also have

• Experience building support infrastructure rather than inheriting it: a queue structure, an on‑call rotation, an escalation model, or SLAs that didn't exist before you arrived

• Experience supporting executives or a board to a white‑glove standard

• Experience building support automation, ticket deflection programs, or self‑service platforms

• Experience supporting AI/ML research environments or highly technical user bases

• Background in companies with significant security or compliance requirements (e.g. SOC 2, FedRAMP)

Location

This role is based in our New York City office and we expect you to be in-office 3 days per week.

Deadline to apply: None. Applications will be received on a rolling basis.

The annual compensation range for this role is listed below.

For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.

Annual Salary:

$230,000—$265,000 USD

LogisticsMinimum education:

Bachelor’s degree or an equivalent combination of education, training, and/or experience

Required field of study:

A field relevant to the role as demonstrated through coursework, training, or professional experience

Minimum years of experience:

Years of experience required will correlate with the internal job level requirements for the position

Location-based hybrid policy:

Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.

Visa sponsorship:

We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.

We encourage you to apply even if you do not believe you meet every single qualification.

Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team.