IT Support Manager

Summary

Join Underdog, a rapidly growing sports gaming company, as their IT Operations Manager. This role involves leading and optimizing IT support operations, ensuring a seamless employee experience. You will manage the Service Desk and IT service delivery, oversee identity and access management (IAM), manage device and endpoint security, administer and support Google Workspace, Zoom, and Slack, and improve onboarding/offboarding workflows. You will also implement security best practices, drive process improvements, and partner with other departments to streamline IT processes. This position requires strong leadership skills, experience with various IT tools and technologies, and a deep understanding of security threats and mitigation strategies.

Requirements

• 7+ years of IT support or IT operations experience, including 3-5 years in a leadership or management role
• Strong hands-on experience with Freshservice, Okta, Kandji, JumpCloud (MDM), Cerby, Google Workspace, Zoom, and Slack
• Proficient in Service Desk management, SaaS administration, identity management, and endpoint security
• Experienced in Apple (macOS/iOS) and Windows environments
• Deep understanding of evolving security threats and how to mitigate them through proactive IT measures
• Knowledgeable in zero-trust security principles, including least privilege access, MFA enforcement, and continuous authentication
• Skilled in IAM best practices, including SSO, automated provisioning and deprovisioning, and regular access reviews
• Familiar with ITIL frameworks and IT service management best practices
• Skilled in troubleshooting, IT documentation, and process optimization
• A strong communicator with excellent problem-solving and leadership skills
• Comfortable working in fast-paced, dynamic environments with evolving IT needs
• Experience in guiding teams through IT transitions, system implementations, and IT security policy rollouts

Responsibilities

• Lead and optimize IT support operations, ensuring a seamless employee experience
• Manage the Service Desk and IT service delivery, leveraging Freshservice for ticketing and automation
• Oversee identity and access management (IAM) with Okta, ensuring secure authentication, SSO, and MFA enforcement
• Manage device and endpoint security using JumpCloud (MDM for macOS/Windows) and Kandji (Apple MDM)
• Administer and support Google Workspace, Zoom, and Slack, ensuring efficient collaboration and security
• Improve onboarding/offboarding workflows, integrating IAM, MDM, and SaaS tools for efficiency
• Implement security best practices, including access controls, endpoint compliance, and SaaS security policies
• Drive process improvements and IT documentation to enhance IT support efficiency
• Partner cross-functionally with different departments to streamline IT processes and ensure alignment with company goals
• Establish and track OKRs to measure Service Desk performance, SLA adherence, and employee satisfaction

Preferred Qualifications

• ITIL certification or experience implementing ITSM best practices
• Experience managing or mentoring IT teams with a focus on IAM, endpoint security, or SaaS administration
• Familiarity with device compliance standards and experience enforcing security policies in MDM solutions like JumpCloud and Kandji
• Experience with Cerby or similar SaaS security tools to manage unsanctioned app access and shadow IT risks
• Familiarity with compliance frameworks such as SOC 2, ISO 27001, NIST, or GLI-33B
• Hands-on experience integrating SSO, MFA, and security policies across multiple SaaS platforms
• Background in IT asset management, including vendor management, procurement, and budget planning to support IT operations

Benefits

• Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)
• 16 weeks of fully paid parental leave
• A $500 home office allowance
• A connected virtual first culture with a highly engaged distributed workforce
• 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents