Manager, IT Support

About the Role

We're looking for a Manager, IT Support to lead our Americas support team. IT Support is the front door for every employee technology need at Anthropic: our Claude-backed support assistant, the human ticket queue behind it, walk-ups and desk-side help, hardware swaps, conference room triage, and a dedicated white-glove channel for our executives and board.

This is first and foremost a people leadership role. You'll manage a team of IT Support Engineers across San Francisco, New York, and Seattle—hiring them, coaching them, and growing them.

The role goes beyond running a queue, too. Our support model is being rebuilt this year, and much of what you'd normally inherit doesn't exist yet—you'll help shape the service levels this team is held to, and stand up the Americas leg of a follow-the-sun on-call rotation. You'll also hold a tension we take seriously: our engineers build the automation that keeps requests from ever reaching a person, and they treat the queue as the first priority, always. You'll partner closely with our specialist operations teams, IT Engineering, Security, People Operations, and Workplace to deliver an exceptional employee experience while maintaining the rigorous security posture our mission demands.

Responsibilities

• Lead, coach, and develop a team of IT Support Engineers across San Francisco, New York, and Seattle—1:1s, feedback, performance management, and career growth
• Hire IT Support Engineers, including for our executive and board support function, and raise the bar as the team grows
• Own in-office coverage and staffing across San Francisco, New York, and Seattle, and lead a team you aren't always in the same room with
• Own queue health, service level attainment, and routing rules across the Americas
• Be accountable for how the Americas performs against our support metrics—first-touch resolution, time to first response, time to resolution, employee satisfaction—and drive the changes that move them
• Run and staff the Americas on-call rotation within the global follow-the-sun model
• Route escalations into specialist operations teams and IT Engineering, and hold your team to those boundaries
• Protect engineering time for automation and deflection work without letting the queue slip
• Collaborate with Workplace, People Ops, and other teams to support office operations and company events
• Travel regularly to San Francisco and occasionally to Seattle

You may be a good fit if you have

• 7+ years of experience in IT support and operations, with 3+ years managing a support team
• A track record of managing and developing engineers: hiring, coaching, performance conversations that change behavior, and moving people into their next role
• Experience leading a frontline IT support team, including ownership of a queue, its service levels, and the people who work it
• Experience managing across multiple offices, including reports you don't sit with, and a real answer for how you keep them developing
• Strong hands-on IT support fundamentals: macOS-primary fleets, identity and access, SaaS troubleshooting, hardware lifecycle, and AV first-response
• A demonstrated ability to move a support function's metrics
• A security-first mindset and excellent judgment about when user experience yields to security requirements
• Comfort with ambiguity and rapidly shifting priorities in a fast-paced environment
• Strong written communication—you can write a runbook, a postmortem, and a piece of hard feedback, and have each land

Strong candidates may also have

• Experience building support infrastructure rather than inheriting it: a queue structure, an on-call rotation, an escalation model, or SLAs that didn't exist before you arrived
• Experience supporting executives or a board to a white-glove standard
• Experience building support automation, ticket deflection programs, or self-service platforms
• Experience supporting AI/ML research environments or highly technical user bases
• Background in companies with significant security or compliance requirements (e.g. SOC 2, FedRAMP)

Location

This role is based in our New York City office and we expect you to be in-office 3 days per week. 

Deadline to apply: None. Applications will be received on a rolling basis.