Anthropic is seeking a Manager, IT Support to lead the Americas support team. This role blends people leadership with operational excellence, managing a distributed team across San Francisco, New York, and Seattle, shaping service levels, implementing a follow‑the‑sun on‑call rotation, and partnering with cross‑functional teams to deliver secure, high‑quality employee support. The position requires deep IT support expertise, leadership experience, and a security‑first mindset.
Manager, IT Support en Anthropic
Presencial - New York City, NY, USA
Más vacantes en AnthropicSalary
USD 230,000 - 265,000
Requirements
Skills
- 7+ years of experience in IT support and operations, with 3+ years managing a support team
- Track record of managing and developing engineers: hiring, coaching, performance conversations, and moving people into next roles
- Experience leading a frontline IT support team with ownership of a queue, its service levels, and the people who work it
- Experience managing across multiple offices and maintaining team development remotely
- Strong hands‑on IT support fundamentals: macOS fleet management, identity and access, SaaS troubleshooting, hardware lifecycle, and AV first‑response
- Demonstrated ability to move a support function’s metrics
- 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 skills, ability to write runbooks, postmortems, and hard feedback
- Bachelor’s degree or an equivalent combination of education, training, and/or experience
Responsibilities
- Lead, coach, and develop a team of IT Support Engineers across San Francisco, New York, and Seattle
- Hire IT Support Engineers, including for 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 are not always in the same room with
- Own queue health, service level attainment, and routing rules across the Americas
- Be accountable for Americas performance against support metrics such as first‑touch resolution, time to first response, time to resolution, and employee satisfaction
- 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 the 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
Technologies
macOSidentity and access managementSaaS troubleshootinghardware lifecycle managementAV first‑responsesupport automationticket deflection programsself‑service platforms
Descubre si tu currículum está listo para esta vacante
Mira cómo nuestra IA puede optimizar tu currículum y aumentar tus chances en este puesto.