Manager, IT Support and travel planner

Uzway; New York (NY); Hybrid; USD 99,000 - 125,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

401(k)

Commuter benefits

Paid maternity leave

Paid paternity leave

Tuition assistance

Student loan assistance

Disability insurance

Job summary

The Simons Foundation is seeking a Manager, IT Support to lead the on‑site IT help desk in New York City and drive improvements across the support team. You will mentor staff, manage tickets, and partner with engineering to refine processes and training.

This full‑time role requires strong communication, high service standards, and expertise with Apple devices, Jamf, and cloud platforms. The position reports to the Senior Manager, IT Operations.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.
• ACMT certification or willingness to obtain certification.
• 4+ years of experience with Mac troubleshooting and IT support.
• Experience with macOS MDM solutions such as Jamf.
• Strong proficiency in administering and supporting SaaS applications such as Google Workspace, Dropbox and Slack.
• Strong proficiency with Microsoft Entra or other identity management/Single Sign-On (SSO) platforms.
• Experience managing team members and delegating daily team workload.

Responsibilities

• Respond to help desk tickets and fulfill technology support requests from foundation staff.
• Configure and deploy Macs and troubleshoot hardware (primarily Apple).
• Administer cloud services and software licenses.
• Carry out networking requests.
• Manage IT support staff; hire, train and mentor team members.
• Allocate incoming support tickets to team members based on workload and expertise.
• Ensure equitable distribution to maintain team efficiency and productivity.
• Conduct regular meetings to review the ticket queue, prioritize tasks and address bottlenecks or escalations.
• Monitor and analyze key performance metrics related to ticket resolution times, customer satisfaction and team productivity.
• Implement strategies to meet or exceed performance targets and SLAs.

Skills

Mac troubleshooting

Customer service

Team leadership

Communication

Documentation

Training

Education

Bachelor's degree in IT/CS or related field

ACMT certification

Tools

Jamf

Google Workspace

Dropbox

Slack

Microsoft Entra (SSO)

Job description

The Manager, IT Support oversees the full spectrum of IT support operations, delivering hands‑on technical assistance, while also leading and developing the IT support team. Beyond daily support, the role drives process improvement by maintaining documentation, coordinating communications, refining procedures with engineering partners, and designing end‑user training. Success requires exceptional communication and customer service skills, strong organizational and leadership abilities, and a broad understanding of Apple IT within a dynamic, evolving environment. This position reports to the Senior Manager, IT Operations.

This full‑time position is based on‑site in the Simons Foundation offices in New York City. For more information, visit simonsfoundation.org/careers.

Essential Functions/Responsibilities

Day‑to‑Day IT Support

• Respond to help desk tickets and fulfill technology support requests from foundation staff
• Configure and deploy Macs and troubleshoot hardware (primarily Apple)
• Administer cloud services and software licenses
• Carry out networking requests

Management Responsibilities

• Manage IT support staff; hire, train and mentor team members
• Allocate incoming support tickets to team members based on workload and expertise
• Ensure equitable distribution to maintain team efficiency and productivity
• Conduct regular meetings to review the ticket queue, prioritize tasks and address any bottlenecks or escalations
• Monitor and analyze key performance metrics related to ticket resolution times, customer satisfaction and team productivity
• Implement strategies to meet or exceed performance targets and service level agreements (SLAs)
• Oversee various department operations such as orientations, hardware allocation, etc

Additional

• Administer help desk and oversee IT support operations and device repair operations
• Maintain documentation across various outlets for IT support and end users
• Draft department communications regarding policy, operations, and downtime
• Regularly review IT support procedures and work with systems engineering team to develop processes
• Design and hold training sessions and create learning materials for end users
• Perform any other duties or tasks as assigned or required

Minimum Qualifications

Education and Training

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent experience.
• Apple Certified Macintosh Technician (ACMT) certification or willingness to obtain certification.

Experience

• 4+ years of experience with Mac troubleshooting and IT support
• Experience with macOS Mobile Device Management (MDM) solutions such as Jamf
• Strong proficiency in administering and supporting SaaS applications such as Google Workspace, Dropbox and Slack
• Strong proficiency with Microsoft Entra or other identity management/Single Sign-On (SSO) platforms
• Experience managing team members and delegating daily team workload

Related Skills & Other Requirements

• Excellent interpersonal and communication skills. Ability to communicate clearly and transparently; verbally and in writing; keeping the right people informed of relevant issues
• Excellent customer service skills, highly organized
• Able to work as a leader, collaborating and partnering with others to resolve conflicts or address an issue. Able to adapt to changes in a dynamic work environment demonstrating poise, tact and diplomacy
• Experience understanding and executing oral and written instructions and learning via training documentation and presentations

Physical Requirements

• Moving equipment weighing up to 40 pounds
• Positioning self to install and fix equipment, including under desks or on top of networking racks
• Moving throughout several nearby office buildings

The full‑time annual compensation range for this position is $99,000 to $125,000, depending on experience. In addition to competitive salaries, the Simons Foundation provides employees with an outstanding benefits package.

Our Commitment to Expanding Pathways to Science & Opportunities for All:

Many of the greatest ideas and discoveries come from a diverse mix of minds, backgrounds, and experiences. The Simons Foundation is committed to advancing basic science and mathematics to benefit humankind and expand our collective understanding of our world. As part of our mission, we support partners, programs, and initiatives that seek to broaden the scientific community and open pathways to science and mathematics careers.

The Simons Foundation provides equal opportunities to all applicants without regard to race, religion, color, age, sex, pregnancy, national origin, sexual orientation, gender identity, genetic disposition, neurodiversity, disability, veteran status, or any other protected category under federal, state, and local law.

Featured benefits

• Medical insurance
• Vision insurance
• Dental insurance
• 401(k)
• Child care support
• Paid maternity leave
• Paid paternity leave
• Commuter benefits
• Student loan assistance
• Tuition assistance
• Disability insurance

Employee Benefits Checklist (Optional)

Use this list to verify on the job offer if it is included.

• Health & Insurance Benefits
  • Medical / Health Insurance
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • Short-Term Disability Insurance
  • Long-Term Disability Insurance
  • HSA / FSA
  • HRA / QSEHRA
• 401(k) or retirement savings plan
  • Employer matching contributions
  • Pension plan
  • Profit-sharing / equity
  • Emergency savings account options
  • Financial planning / wellness programs
• Paid Time Off (PTO)
  • Paid Sick Leave
  • Paid Holidays
  • Parental Leave
  • Bereavement Leave
  • Family & Medical Leave (FMLA)
  • Extended medical leave
• Flexible work schedule
  • Remote work options
  • Childcare assistance / subsidies
  • Gym / wellness reimbursements
  • Employee Assistance Programs (EAP)
  • Tuition reimbursement / student loan support
  • Commuter benefits / travel assistance
• Other Compensation Components
  • Bonuses (sign-on, performance, retention)
  • Commission or incentive pay
  • Equity compensation / restricted stock units
  • Paid training / certification support
• Legally Required Benefits (U.S.)
  • Social Security and Medicare contributions
  • Workers' compensation
  • Unemployment insurance
  • Family & Medical Leave Act protections