Manager, Information Technology

Hi, my name is Bill, VP of Operations, and I am seeking a hands-on and strategic Senior Manager of Information Technology to lead and scale our internal technology operations. Reporting to me, this role is responsible for overseeing IT infrastructure, managing internal systems, and ensuring a secure, reliable, and efficient tech environment for our globally distributed team. The ideal candidate will not only lead but also be comfortable rolling up their sleeves to work directly alongside their team-a capable IT Manager and IT Support Specialist-solving problems and optimizing performance.

This is a player-coach role - you’ll lead a small but high-impact team (IT Manager and IT Support Specialist) while staying close to the work. You’ll partner closely with stakeholders across the business to improve reliability, security, and employee experience, while helping build more scalable and efficient IT operations over time., * Lead and support day-to-day IT operations, ensuring a reliable and high-quality experience for employees across a distributed environment

• Manage and develop a small IT team, providing guidance, prioritization, and hands-on support where needed
• Partner with cross-functional teams (Engineering, People, Legal, Finance) to support onboarding, tooling, access, and security needs
• Drive improvements in IT processes and systems, including identity management, device management, and SaaS tooling
• Support and maintain compliance and security practices (e.g., SOC 2, ISO 27001) in partnership with internal stakeholders
• Identify inefficiencies and implement scalable solutions to improve speed, consistency, and user experience
• Help establish and maintain clear operating rhythms (e.g., SLAs, ticketing workflows, documentation) to drive accountability and visibility, How many years of experience have you have working in IT for a SaaS company?* Select… Have you managed a team in the past?* Select… If you have managed a team, what size is your current team?* Select… Have you ever inherited an existing IT environment (people, processes, tooling) and been responsible for improving it?* Select… In your current role, how is your time divided between strategic responsibilities and hands-on IT execution (troubleshooting escalations, endpoint work, provisioning, etc.)?* Select… How would you characterize your experience with Google Workspace relative to other identity platforms (Okta, Entra, etc.)?* Select… In which country do you reside? * Select…

Will you now or in the future need sponsorship to work in your country of residence?* Select… Have you previously been employed with Customer.io? * Select… If you have previously been employed with Customer.io, please provide the department or role that you had. If you were referred to this position by a current or former team member, please list their name below. What timezone are you in?* Select…

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• 7+ years of experience in IT, including experience leading or mentoring others in a team environment
• Strong player-coach mindset - comfortable leading while staying hands-on in execution
• Experience working in high-growth or startup environments, where processes are evolving and adaptability is key
• Solid understanding of modern IT systems and tooling (e.g., IDP, MDM, EDR, VPN, DLP) and SaaS-based environments
• Experience supporting or partnering on compliance and security frameworks (e.g., SOC 2, ISO 27001)
• Strong operational instincts - able to prioritize effectively, manage competing demands, and drive work forward
• Clear, proactive communicator who can work effectively across teams in a remote, asynchronous environment

We believe in transparency. The salary for this role is $158,000 - $180,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.

Zone 1: $189,000 - $216,000 USD Zone 2: $173,000 - $198,000 USD Zone 3: $158,000 - $180,000 USD

We know our people are what make us great, and we’re committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.