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Salary: USD 95,000 - 110,000 / annual
Crafty is a workplace food and beverage platform that manages programs across 300+ offices serving 300,000+ employees monthly. The company works with major brands like DraftKings, Robinhood, and Zillow to foster employee connectivity and productivity.
As IT Support Manager, you will lead the strategy, delivery, and continuous improvement of Crafty's internal IT support function, reporting directly to the CTO. You own the complete employee technology experience from onboarding through off-boarding, ensuring the distributed team has secure, reliable, and easy-to-use tools and support.
Key responsibilities include:
- Establish and maintain service standards for IT support, prioritizing and resolving escalated support needs
- Manage user accounts, software licenses, hardware lifecycle, and vendor relationships
- Oversee network, AV, and security practices; own setup and support of the Cafe POS system
- Build scalable processes, training documentation, and AI-enabled support solutions
- Partner with cross-functional leaders to anticipate technology needs and deliver high-quality employee experience at scale
- Lead onboarding and off-boarding processes to ensure new hires have working hardware and system access on day one
- Develop and maintain SaaS and hardware inventory with quarterly access and license reviews
- Build knowledge base and AI-assisted support to deflect high-volume Tier 1 requests
You'll work in a fast-growing company with offices in Chicago (headquarters), New York, and the Bay Area. The role offers significant opportunity to shape the future of a young, flourishing company.
REQUIREMENTS:
- Multiple years of experience in IT support, systems administration, or workplace technology, including ownership of an IT support function or major programs
- Strong working knowledge of operating systems, device management, identity and access management, SaaS administration (Slack, Rippling, Google Workspace), endpoint protection, and basic network and AV systems
- 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
- People and service leadership: ability to coach employees, vendors, and future team members toward consistent execution
- Strategic communicator who can explain technical concepts to audiences at every level and build trusted partnerships
- Systems thinking and problem-solving skills to diagnose complex issues and design scalable solutions
- Ownership and reliability, particularly with sensitive access, security incidents, and business-critical issues
- Program and change management skills to lead initiatives from strategy through implementation
