IT Service Manager

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

📋 Description

• Manage IT and business systems operations for DataGrail's remote workforce, which includes endpoint management, identity oversight, SaaS applications, and the provisioning and deprovisioning of access, as well as renewal inventory.

• Deliver hands-on desktop-level technical support and ensure first-call resolution.

• Oversee the onboarding and offboarding processes for devices and accounts.

• Collaborate with the Security team to develop and maintain access controls, endpoint policies, and audit trails to ensure ISO compliance.

• Carry out daily security workstreams alongside the security engineer, which includes implementing tooling rollouts and conducting access reviews.

• Create automation and self-service tools to decrease the volume of manual tickets.

• Manage Apple's fleet, which encompasses MDM policies, operating system upgrades, and hardware lifecycle management.

• Oversee IT vendors and the SaaS vendor management process.

• Work cross-functionally to identify IT requirements, align priorities, and facilitate self-service solutions.

• Establish dependable helpdesk coverage within 90 days.

• Take ownership of endpoint and access management while implementing foundational ISO controls and automation within 180 days.

• Prepare DataGrail for ISO audit readiness and enhance control and audit posture within 365 days.

⛳️ Requirements

• Demonstrated senior-level experience in independently managing a distributed, remote-first IT environment at a company of DataGrail's size, covering endpoints, identity, and business applications.

• High level of autonomy and independent decision-making with minimal daily oversight.

• Practical experience in administering MDM platforms such as Kandji, Jamf, or Hexnode.

• Enterprise-level expertise with Apple hardware and operating systems.

• Strong grasp of identity and access management tools like Okta.

• Experience in developing or enhancing security and compliance controls, preferably in support of ISO 27001.

• Proven track record in executing security initiatives, including vulnerability remediation, tooling rollouts, and access reviews.

• Experience in automating manual IT workflows via scripting or self-service tools.

• Proficiency in Python scripting.

• Familiarity with Claude Code and other AI tools.

• Experience in managing IT vendor relationships and technology expenditures through a formal vendor management process.

• Excellent written and verbal communication skills.

• ISO 27001 or a similar framework certification, or direct experience in supporting an ISO audit (preferred).

• Prior IT experience in a regulated industry or SaaS company that handles sensitive data (preferred).

🏝️ Benefits

• Equity

• Health insurance

• Dental insurance

• Vision insurance

• Remote-first working environment

• 401k savings plan

• Parental leave

• Wellness benefits

• Flexible time off

• Paid holidays

• Work from home stipend