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# Manager, IT

- **Company:** Hippo Insurance
- **Location:** Dallas, TX, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Artificial Intelligence, Apple Mac Systems, Software as a Service, Identity and Access Management, Issue Tracking Systems, Office365
- **Published:** October 22, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=0ca51b73305cd450

## About the Role

* 6+ years of experience in a modern IT Support environment
 * 3+ years of experience managing/leading projects
 * 2+ year(s) of people management or team leadership experience
 * Hands-on experience managing/administering modern identity providers, device management, and other enterprise tools like Slack, Teams, Zoom, etc.
 * Subject matter expert in one or more modern enterprise tools
 * Experience with video conferencing solutions and support
 * Extensive technical knowledge of recent desktop operating systems (I.e. macOS, Windows)
 * Strong understanding of support ticket management, tracking metrics and trends, and defining/enforcing best practices
 * Excellent communication and interpersonal skills to interact with key stakeholders in partner teams and company leadership
 * Strong attention to detail and a passion for correctness
 * Passion for continuous improvement, scalability, and the user experience

## Description

You will be a customer service and support evangelist, leading our support team while also assisting our customers via in person walkup, support tickets, email, and chat. You will work closely with the Director of IT to drive team direction and make continuous improvements to our internal tools, documentation, and processes that directly impact the business.

You love building relationships with customers, business partners, and IT team members alike. You have an extensive background in leading projects and teams, utilizing metrics to drive change, and are passionate about providing the best customer service experience possible. You are also passionate about mentorship and providing direct constructive feedback for continued development.

What You'll Do:

 * Leverage AI tools to innovate and improve efficiency with Helpdesk processes
 * Co-manage & administer our SaaS environment, including identity access management (SSO integrations), O365, and other major platforms
 * Create comprehensive policy and process documentation for both IT staff and Hippo employees
 * Manage team performance globally (U.S., Poland) through Service Level Objectives, ensuring commitments to Hippo are met and exceeded
 * Lead cross-functional projects as a key stakeholder, highlighting and championing company impact including user experience, security, infrastructure, and others
 * Translate project requirements into actionable objectives and deadlines for IT Support staff
 * Identify gaps in current technology, systems, and operations, and engineer scalable solutions
 * Provide hands-on technical and policy escalation support