Manager of IT

Hippo Insurance; Texas; On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical plans (several)

Employer-covered dental & vision

401(k) retirement plan

Disability insurance

Flexible Spending Accounts (FSA)

Employee Assistance Program (EAP)

Training and career growth

Flexible Time Off

Parental leave (12 weeks)

Equity

Job summary

Hippo Insurance in Austin seeks an experienced IT Support Lead to guide our global helpdesk, combining customer service excellence with hands-on technical leadership. You will drive improvements to tools, docs, and processes and partner with IT to raise the bar on user experience and security.

You will manage a SaaS environment, IAM, and internal tools, leveraging AI to boost efficiency. A strong emphasis on mentorship, metrics, and scalable solutions defines this role.

Qualifications

• Extensive customer service and IT support experience.
• Experience leading IT support teams and projects.
• Hands-on escalation and problem-solving across platforms.

Responsibilities

• Lead IT support team and serve as customer service evangelist.
• Drive improvements to internal tools, docs, and processes.
• Leverage AI tools to optimize Helpdesk workflows.
• Co-manage SaaS environment including IAM and O365.
• Create policy and process documentation for IT staff and Hippo employees.
• Track and improve team performance using SLAs across US and Poland.
• Lead cross-functional projects impacting user experience, security, and infra.
• Translate requirements into actionable IT support objectives and timelines.
• Identify gaps in technology and engineer scalable solutions.
• Provide hands-on escalation support when needed.

Skills

Customer service leadership

IT project leadership

AI tooling for Helpdesk

Vendor/stakeholder mgmt

Communication & collaboration

People management

Incident/Problem management

Tools

SSO integrations

O365

Identity providers

Slack

Teams

Zoom

Job description

• Reports To: Director, Information Technology
• 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
• 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

Benefits

• Healthy Hippos Benefits - Multiple medical plans to choose from and 100% employer covered dental & vision plans for our team members and their families. 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)
• 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 - Downtown Austin, a 5-minute walk from the train station. Snacks and drinks available and catered lunches for onsite employees
• Equity

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