IT Support Manager

IT Support Manager Join Crafty as our IT Support Manager and lead the strategy, delivery, and continuous improvement of our internal IT support function. Reporting to the CTO, you'll own the employee technology experience from onboarding through off-boarding, ensuring our distributed team has secure, reliable, and easy-to-use tools and support. You'll establish service standards, prioritize and resolve escalated support needs, manage user accounts and software licenses, oversee hardware and vendor relationships, and strengthen our network, AV, and security practices. Additionally, you'll own setup and support of our Cafe POS system. This role is focused on building scalable processes, training, documentation, and AI-enabled support solutions while partnering with leaders across the business to anticipate needs and deliver a high-quality employee experience that scales with the business. Required Attributes People and Service Leadership: Sets a high standard for responsive, empathetic IT support and can coach employees, vendors, and future team members toward consistent execution. Strategic Communicator: Communicates technical concepts clearly to audiences at every level and builds trusted partnerships with cross-functional leaders. Technical Depth: Brings strong working knowledge of operating systems, device management, identity and access management, SaaS administration (including Slack, Rippling, and Google Workspace), endpoint protection, and basic network and AV systems. Systems Thinking and Problem Solving: Diagnoses complex issues, identifies root causes, and designs scalable solutions across interconnected systems—even when the technology is unfamiliar. Ownership and Reliability: Demonstrates sound judgment, accountability, and consistency, particularly when handling sensitive access, security incidents, and business-critical issues. Program and Change Management: Leads initiatives from strategy through implementation, aligns stakeholders, manages risks and timelines, and drives adoption. Operational Excellence: Builds clear processes, service-level expectations, documentation, reporting, and prioritization frameworks that improve the employee experience and team efficiency. Hardware and Vendor Management: Manages the hardware lifecycle and vendor relationships to ensure employees have reliable equipment, responsive support, and cost-effective technology solutions. Ideal Experience Multiple years of experience in IT support, systems administration, or workplace technology, including ownership of an IT support function or major programs Experience leading through influence and managing external vendors Demonstrated success administering, configuring, implementing, and integrating SaaS systems at scale Experience establishing service-management processes, support metrics, documentation standards, and continuous-improvement practices Strong understanding of security principles, identity and access management, endpoint management, and incident response Experience evaluating, deploying, and teaching others to use LLMs, AI tools, and automation responsibly and effectively Don't meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply. Role Goals Goal #1 Support: Within 90 days of start, the IT Support Manager will then achieve a first response under 4 business hours and resolution within 2 business days on 90%+ of tickets each quarter, as measured by Notion reporting. Goal #2 Onboarding and off-boarding: Within 6 months of start, the IT Support Manager will standardize and automate onboarding and off-boarding so that 100% of new hires have working hardware and system access on day one, and 100% of departing employees lose access within 1 hour of their separation time, as measured by Rippling records and a monthly access audit. Goal #3 SaaS and asset audit compliance: Within 9 months of start, the IT Support Manager will build a complete SaaS and hardware inventory and run quarterly access and license reviews, achieving 100% of seats and assets reconciled to an active employee and a named system owner, with zero orphaned accounts, as measured by bi-annual review sign-offs against Rippling, the SaaS inventory, and MDM. Goal #4 Self-service and AI deflection: Within 1 year of start, the IT Support Manager will build a knowledge base covering the top 25 request types and launch AI-assisted support, deflecting 60%+ of Tier 1 requests without a human, as measured by monthly ticket volume and bot resolution rates. What We Offer: Our people mean everything to us. When you join Crafty, you're joining a team of passionate, smart people who work incredibly hard and have fun along the way. We are proud to offer a compensation package that includes our Crafty healthcare plan, covering primary health, dental, and vision plans, 401k, paid time off, equipment certification courses, and parental leave. And, of course, it also includes Crafty-grade snacks, beverages, and fun events! Lastly, this role offers a special opportunity: to have a major hand in shaping the future of a young, flourishing company. Your creativity, ambition, and work will steer the direction of our successes. Our compensation amount for this role is $95,000 - $110,000 in the Chicago market. Final offer amounts are determined by multiple factors including cost of living based on location, candidate experience and expertise, and may vary from the amounts listed above. Crafty provides equal employment opportunities (EEO) to all employees and applicants for employment without discriminating against race, color, religion, sex, sexual orientation, national origin, age, disability or genetics. Crafty