Manager, IT

Title: Manager, ITLocation: Austin, TX (hybrid) or Dallas, TX (Hybrid)Reports To: Director, Information TechnologyAbout Hippo: Hippo was built on a promise: make homeownership effortless. Nearly a decade later, that mission still drives us. We use technology and data to help our customers stay ahead of problems and protect what matters most. Today, that same tech-native approach powers our work beyond homeowners. Hippo operates as a diversified carrier platform, partnering with MGAs to deliver tailored program solutions that help them grow and deliver better customer experiences. Behind that work is a team that values ownership, curiosity, collaboration, and continuous improvement. If you're energized by building what's next, we'd love to meet you. About you: 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. 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. What You'll Do:Leverage AI tools to innovate and improve efficiency with Helpdesk processesCo-manage & administer our SaaS environment, including identity access management (SSO integrations), O365, and other major platformsCreate comprehensive policy and process documentation for both IT staff and Hippo employeesManage team performance globally (U.S., Poland) through Service Level Objectives, ensuring commitments to Hippo are met and exceededLead cross-functional projects as a key stakeholder, highlighting and championing company impact including user experience, security, infrastructure, and othersTranslate project requirements into actionable objectives and deadlines for IT Support staffIdentify gaps in current technology, systems, and operations, and engineer scalable solutionsProvide hands-on technical and policy escalation support Must Haves:6+ years of experience in a modern IT Support environment3+ years of experience managing/leading projects2+ year(s) of people management or team leadership experienceHands-on experience managing/administering modern identity providers, device management, and other enterprise tools like Slack, Teams, Zoom, etc.Subject matter expert in one or more modern enterprise toolsExperience with video conferencing solutions and supportExtensive technical knowledge of recent desktop operating systems (I.e. macOS, Windows)Strong understanding of support ticket management, tracking metrics and trends, and defining/enforcing best practicesExcellent communication and interpersonal skills to interact with key stakeholders in partner teams and company leadershipStrong attention to detail and a passion for correctnessPassion for continuous improvement, scalability, and the user experience Benefits and PerksHippo treats its team members with the same level of dedication and care as we do our customers, which is why we’re fortunate to provide all of our Hippos with:Healthy Hippos Benefits - Multiple medical plan options, 100% covered dental and vision for you and your family, and a wellness program that rewards healthy habits. 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)Equity -This position is eligible for equity compensation Training and Career Growth - Training and internal career growth opportunitiesFlexible Time Off - You know when and how you should rechargeLittle Hippos Program - We offer 12 weeks of parental leave for primary and secondary caregiversHippo Habitat - Snacks and drinks available and catered lunches for onsite employeesHippo is an equal opportunity employer, and we are committed to building a team culture that celebrates diversity and inclusion.Hippo’s applicants are considered solely based on their qualifications, without regard to an applicant’s disability or need for accommodation. Any Hippo applicant who requires reasonable accommodations during the application process should contact the Hippo’s People Team to make the need for an accommodation known.Applicant & Employee Privacy Notice (CCPA/CPRA)