Senior Manager, IT

Rozgoo; San Francisco (CA); On-site; USD 150,000 - 190,000; Full time

Job summary

Rozgoo is seeking an experienced Senior Manager, Infrastructure and Support to lead Corporate IT infrastructure, identity, endpoint, office technology, SaaS administration, and employee support operations. This role will mature the IT support operating model and drive secure automation, identity governance, and AI productivity-tool enablement.

The leader will manage a distributed team of IT engineers and support specialists, owning service quality, escalation management, roadmap execution,

Responsibilities

• Lead the technology roadmap for Corporate IT Infrastructure and Support across identity, endpoint, office technology, SaaS administration, support operations, and AI productivity-tool governance
• Own the operating model for a distributed IT team, including prioritization, escalation paths, service metrics, runbooks, change control, and support-quality expectations
• Drive MFA and identity modernization programs, including Okta Verify, Device Trust, Duo/Beyond Identity retirement, Okta environment audit, and least-privilege remediation
• Lead endpoint-management and device-compliance evolution, including Jamf-to-Iru migration, Mac hardware refresh planning, policy enforcement, and lifecycle automation
• Partner with People/HRIS and Business Systems to strengthen onboarding, offboarding, role-based access, Rippling-to-Okta workflows, SCIM provisioning, and downstream SaaS lifecycle automation
• Own employee-support readiness for SF/NY office IT infrastructure, remote-work support, AV/networking coordination, and production support escalations
• Establish safe administration and support patterns for AI productivity tools such as ChatGPT, Claude/CoWork, Console, Cursor, and related access workflows
• Partner with Security and Compliance to improve auditability, access reviews, device posture, production change review, and evidence quality for IT-controlled systems.
• Use automation and AI responsibly to improve ticket triage, knowledge management, incident summaries, migration tracking, and support communications
• Provide senior escalation support for complex IT, identity, endpoint, and SaaS incidents while coaching the team toward durable fixes
• As the direct manager of the team, partner with the People team to manage hiring, onboarding, professional development, performance feedback, promotions, terminations, disciplinary procedures, and compensation actions to maintain a skilled technical and service-oriented staf

Job description

We're looking for an experienced Senior Manager, Infrastructure and Support to lead Lattice's Corporate IT infrastructure, identity, endpoint, office technology, SaaS administration, and employee support operations. This leader will create a more mature operating model for IT support while driving secure automation, identity governance, and AI productivity-tool enablement.

The person in this role will manage a distributed team of IT engineers and support specialists and will be accountable for service quality, escalation management, roadmap execution, access and endpoint hygiene, vendor coordination, and cross-functional delivery with Security, People, Workplace, Business Systems, and Engineering.

What You Will Do

• Lead the technology roadmap for Corporate IT Infrastructure and Support across identity, endpoint, office technology, SaaS administration, support operations, and AI productivity-tool governance
• Own the operating model for a distributed IT team, including prioritization, escalation paths, service metrics, runbooks, change control, and support-quality expectations
• Drive MFA and identity modernization programs, including Okta Verify, Device Trust, Duo/Beyond Identity retirement, Okta environment audit, and least-privilege remediation
• Lead endpoint-management and device-compliance evolution, including Jamf-to-Iru migration, Mac hardware refresh planning, policy enforcement, and lifecycle automation
• Partner with People/HRIS and Business Systems to strengthen onboarding, offboarding, role-based access, Rippling-to-Okta workflows, SCIM provisioning, and downstream SaaS lifecycle automation
• Own employee-support readiness for SF/NY office IT infrastructure, remote-work support, AV/networking coordination, and production support escalations
• Establish safe administration and support patterns for AI productivity tools such as ChatGPT, Claude/CoWork, Console, Cursor, and related access workflows
• Partner with Security and Compliance to improve auditability, access reviews, device posture, production change review, and evidence quality for IT-controlled systems.
• Use automation and AI responsibly to improve ticket triage, knowledge management, incident summaries, migration tracking, and support communications
• Provide senior escalation support for complex IT, identity, endpoint, and SaaS incidents while coaching the team toward durable fixes
• As the direct manager of the team, partner with the People team to manage hiring, onboarding, professional development, performance feedback, promotions, terminations, disciplinary procedures, and compensation actions to maintain a skilled technical and service-oriented staf