IT Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of UPSTACK’s internal IT operations as the main point of accountability for managing endpoints, internal technology projects, and external vendor/MSP relationships.

• Oversee daily vendor interactions, ticket escalations, service quality, and adherence to SLAs.

• Manage AV/conferencing, telecom, hardware, and software vendors, including defining scopes of work, deliverables, and accountability.

• Evaluate Help Desk and vendor performance, review invoices, and oversee contract renewals; suggest changes or replacements as necessary.

• Serve as the escalation point for UPSTACK employees in relation to the MSP helpdesk.

• Plan and execute internal IT projects from start to finish, encompassing platform transitions, network upgrades, hardware refresh cycles, and the rollout of new tools.

• Determine project scope, timelines, and budgets; facilitate execution across vendors, MSPs, and internal stakeholders.

• Relay project status, risks, and outcomes to business stakeholders.

• Manage endpoints utilizing Microsoft Intune for Windows and Jamf for Mac, which includes configuration profiles, compliance policies, app deployment, and patching.

• Administer and manage RMM tools for monitoring, alerting, patch automation, and remote support.

• Supervise device lifecycle management from procurement and provisioning to refresh, retirement, and recycling.

• Address escalated, sensitive, or high-visibility issues directly, providing white-glove support for senior leadership and board meeting AV.

• Administer and support Microsoft 365, Intune, Jamf, Cisco Meraki, Okta, and Microsoft Entra ID.

⛳️ Requirements

• CISM (Certified Information Security Manager) certification is mandatory.

• No specific degree is required; equivalent experience in IT management or technical leadership will be considered.

• Practical knowledge of Jamf, Microsoft Intune, and Microsoft Entra ID is essential.

• Hands-on experience with RMM platforms, such as NinjaOne, Datto RMM, ConnectWise Automate, or similar tools.

• Familiarity with MSP operating models, SLAs, and vendor/contract management is required.

• Understanding of Microsoft 365 administration and identity platforms, including Okta and Microsoft Entra ID.

• Basic knowledge of networking fundamentals and Cisco Meraki is preferred.

• Comprehension of IT asset lifecycle management, security best practices, and endpoint compliance standards.

• Strong skills in vendor and MSP relationship management, including performance reviews, escalations, and contract negotiations.

• Project management capabilities including scoping, scheduling, budgeting, stakeholder communication, and coordination across teams.

• Exceptional technical troubleshooting and escalation judgment regarding hardware, endpoints, networking, and conferencing.

• Excellent verbal and written communication skills, discretion, and professionalism are a must.

• Strong organizational skills to handle multiple projects, vendors, and device inventory concurrently.

• Ability to lead several IT projects, manage vendor relationships, and address support escalations simultaneously.

• Capability to exercise sound judgment in high-visibility, sensitive scenarios involving senior leadership and board members.

• Skill in translating business and security requirements into actionable technical project plans.

• Ability to hold external vendors and MSP partners accountable to SLAs and service quality standards.

• Competence to work independently while keeping stakeholders informed.

• Preferred certifications include Microsoft MD-102, Microsoft AZ-104, and CompTIA Security+.

• UPSTACK will not sponsor a new applicant for employment authorization for this position.

🏝️ Benefits

• Equal Opportunity Employer.

• Reasonable accommodations for individuals with disabilities, including adjustments to the application, interview, or assessment process, as well as modifications to the work environment or job duties.

• Salary range set at $90,000 to $120,000 annually with no room for negotiation.