Manager, IT Support

Manager, IT SupportThe 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/ResponsibilitiesDay-to-Day IT SupportRespond to help desk tickets and fulfill technology support requests from foundation staffConfigure and deploy Macs and troubleshoot hardware (primarily Apple)Administer cloud services and software licensesCarry out networking requestsManagement ResponsibilitiesManage IT support staff; hire, train and mentor team membersAllocate incoming support tickets to team members based on workload and expertiseEnsure equitable distribution to maintain team efficiency and productivityConduct regular meetings to review the ticket queue, prioritize tasks and address any bottlenecks or escalationsMonitor and analyze key performance metrics related to ticket resolution times, customer satisfaction and team productivityImplement strategies to meet or exceed performance targets and service level agreements (SLAs)Oversee various department operations such as orientations, hardware allocation, etcAdditionalAdminister help desk and oversee IT support operations and device repair operationsMaintain documentation across various outlets for IT support and end usersDraft department communications regarding policy, operations, and downtimeRegularly review IT support procedures and work with systems engineering team to develop processesDesign and hold training sessions and create learning materials for end usersPerform any other duties or tasks as assigned or requiredMinimum QualificationsEducation and TrainingBachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.Apple Certified Macintosh Technician (ACMT) certification or willingness to obtain certification.Experience4+ years of experience with Mac troubleshooting and IT supportExperience with macOS Mobile Device Management (MDM) solutions such as JamfStrong proficiency in administering and supporting SaaS applications such as Google Workspace, Dropbox and SlackStrong proficiency with Microsoft Entra or other identity management/Single Sign-On (SSO) platformsExperience managing team members and delegating daily team workloadRelated Skills & Other RequirementsExcellent interpersonal and communication skills. Ability to communicate clearly and transparently; verbally and in writing; keeping the right people informed of relevant issuesExcellent customer service skills, highly organizedAble 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 diplomacyExperience understanding and executing oral and written instructions and learning via training documentation and presentationsPhysical RequirementsMoving equipment weighing up to 40 poundsPositioning self to install and fix equipment, including under desks or on top of networking racksMoving throughout several nearby office buildingsCompensation and BenefitsThe 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.