IT Service Delivery Lead — Seamless End-User Support

Who We Are Parenting isn’t picture-perfect. It’s messy, hilarious, exhausting, and life-changing — sometimes all before noon. That’s where we come in. Founded in 2014 by our CEO Chelsea Hirschhorn, Frida was built to make the raw reality of parenting a little easier to navigate (and a lot less overwhelming). It all started with one legendary snot-sucker — the NoseFrida — and has grown into a 200+ product lineup that supports families through every stage: from fertility and postpartum recovery to baby care and beyond. We don’t shy away from the stuff no one else wants to talk about — nipple pain, diaper blowouts, or the emotional rollercoaster that comes with keeping a tiny human alive. We call it like it is, solve the problems that actually matter, and build products that help parents feel seen, supported, and totally capable. You can now find Frida products in 50+ countries and thousands of stores across the U.S., from the biggest national retailers to your neighborhood grocery aisle. Under Hirschhorn’s leadership, Frida has become a category leader by challenging taboos, championing honesty, and supporting families at every stage of parenthood and beyond, earning acclaim on TIME's 100 Most Influential Companies, TIME Best Inventions, Fast Company Most Innovative Companies and Fast Company Brands That Matter. But the real win? Knowing we’re helping parents everywhere feel a little more human and a little less alone. How You Will Make an Impact Frida is looking for an IT Service Delivery Specialist to lead IT service delivery and internal customer engagement. This role acts as the face of IT for internal users, focusing on creating a seamless support experience across all devices, applications, and service channels. The ideal candidate will embrace a 'customer-first' mindset, consistently looking for ways to enhance user satisfaction, increase IT solution adoption, and improve day-to-day service operations. This role is also responsible for managing endpoint lifecycle, including provisioning, maintenance, and retirement of user devices and hardware across the company. A key dimension of this role is partnering with the People team to co-own and continuously refine the IT onboarding journey, ensuring every new employee and contractor has a seamless, well-coordinated technology experience from day one. IT Support Operations Serve as the primary IT point of contact for internal customers, managing the lifecycle of support tickets and service requests. Support user access provisioning, password resets, and license management across core tools like Office 365, G-Suite, and SaaS platforms. Establish and track kpi’s for IT service delivery, to identify common themes in requests or issues. Evaluate, improve, and drive self-service initiatives through automation, knowledge bases, and FAQ workflows to reduce friction and response time. Partner with SaaS vendors to manage support escalations and ensure business continuity of applications. Collaborate with IT leadership and infrastructure teams to support cross-functional initiatives involving end-user systems. Assist with Microsoft & Google Workspace configurations including user management, license management & conditional access policies. Assist & support in strategy proposals for improving SaaS provisioning, adoption, governance, including recommendations for access controls & license optimization. Partner with IT vendors and managed service providers to maintain established process and support IT initiatives. Onboarding & Training Partner with the People team to continuously refine the IT x People onboarding journey for employees and contractors. Ensuring device readiness, system and application access are setup. Conduct onboarding sessions to ensure new hires are equipped with the knowledge and tools needed to perform at the highest level. Support definition of a continuous user training program in collaboration with the Program and PPM teams, aligning content with evolving tools and workflows. Champion a 'customer-first' experience by delivering empathetic, clear, and proactive communication throughout all user interactions. Gather feedback on IT onboarding and training sessions to identify gaps and continuously enhance the user experience. Create and maintain IT orientation materials, such as onboarding guides, quick reference sheets, and training videos tailored to different user profiles (HQ, warehouse, remote, etc.). Endpoint & Asset Management Oversee endpoint management for employee devices, including setup, configuration, maintenance, compliance, and life cycle management program. Manage MDM systems, ensuring all provisioned devices are secure, updated & aligned with IT compliance standards. Manage inventory for IT hardware including laptops, monitors, mobile devices, and peripherals using the integrated inventory system. Standardize hardware configurations and provisioning workflows to ensure a consistent and efficient end-user experience across departments. Coordinate with vendors to standardize the best available equipment specs, reduce hardware lead times, and support seamless IT scaling during hiring bursts. What You Will Need Bachelor’s Degree and/or equivalent experience in the technology field is preferred. 5+ years of experience in a user-facing IT support or systems role. Strong analytical and communication skills with the ability to simplify technical concepts for end users. Experience using service management and support tools such as Freshservice, JIRA, or Zendesk. Working knowledge of SaaS platforms, user access models, and onboarding/offboarding processes. Understanding of IT infrastructure solutions such as Okta, Google, Azure, Entra ID, Intune, and endpoint security. Ability to lead workshops and training sessions to promote IT solutions across departments. Strong documentation skills for SOPs, training materials, and process definitions. Customer-focused, empathetic approach to problem-solving and engagement. Demonstrated ability to work in cross-functional environments and manage multiple priorities. Eagerness to grow beyond the defined role and contribute to cross-functional initiatives Who You Will Work With Frida is an organization that values collaboration and community. As the IT Delivery Specalist, you will work closely with IT and Operations teams. Our Ways of Working Frida HQ is located in Miami, Florida and approved roles have the flexible option to work remotely both Mondays and Fridays with the benefit of connecting in person Tuesdays - Thursdays. Why You Will Love Working at Frida Robust health benefits including: Comprehensive medical, vision, and dental plans Employer paid life insurance Supplemental insurance options including Accident Insurance, Short-Term Disability and Long-Term Disability

FSA & HSA

401k matching up to 4% with immediate vesting. Generous paid time off program including elective PTO days, federal holidays, sick/wellness days, and a birthday floater. Flexible paid pregnancy and parental leave. Weekly wellness programming designed to maximize personal time and minimize time spent investing in personal care outside of work hours. This includes a variety of programming such as in-office manicures & pedicures, blowouts, massages, and carwash services. Dog friendly office - feel free to bring your best buddy with you to work! Learning & development opportunities for professional and personal growth Company-wide events & outings. Team engagement is at the center of our culture. This ranges from small department-specific teambuilding or informal outings to our annual Fam Jam family carnival that celebrates the people in your life who support you in bringing your best self to work each day. We also host an annual Day of Service to support our local Miami community, and provide a variety of volunteer opportunities throughout the year that support our mission to serve parents and children. Exclusive employee product discounts. EEO Frida provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected Veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Privacy Policy By applying for this position, you acknowledge and understand that your information will be used as described in Frida's Job Applicant Privacy Policy: Agency and Third-Party Submissions Please note this is a direct search led by Frida. Applications from agencies and other third parties will not be accepted, nor will fees be paid for unsolicited resumes. Fraud Disclaimer Fridababy LLC will never request personal information (i.e. Social Security number, bank account, or payment of any kind) during the application or recruitment process. Fridababy LLC will only contact you through verified methods, not unofficial platforms such as WhatsApp, Telegram, or personal email accounts. All legitimate communication will come from an official @frida.com or @fridababy.com email address or through our verified recruiting partners. If you receive any suspicious outreach claiming to represent Fridababy LLC, please report it to View email address on click.appcast.io or View email address on click.appcast.io. Your safety and privacy is our priority. #J-18808-Ljbffr Frida