Senior IT Manager

We are seeking a strategic and operationally minded Senior IT Manager to own and evolve daily operations of Caylent’s internal IT function. The right candidate is a self-motivated leader who thrives on autonomously seeking out operational gaps, effectively coordinates business initiatives across cross-functional teams, demonstrates strong organizational capabilities, and has a deep appreciation for documentation and process maturity.

As Senior IT Manager, you will oversee and plan large-scale IT initiatives, manage the team's project portfolio, and serve as the final escalation authority for complex IT challenges. You'll assist the Director of IT with guiding the department under a clear vision, progressing business initiatives, auditing systems and policies, mentoring IT staff toward leadership growth, and ensuring proper stakeholder voices are heard in key decisions. You will partner closely with Security, Accounting, and senior leadership to align processes, drive cost-reduction opportunities, and proactively seek collaborative opportunities across closely related operational areas.

• Establish, refine, and audit procedures for employees to request IT support; track help desk traffic and ensure resolutions and escalations are executed to SOP.
• Oversee and audit ITSM systems, ensuring configuration and hardening meet the latest IT and security standards, while serving as the final escalation point for help desk operations.
• Get hands-on in delivering IT support when needed, while training support engineers, ensuring their quality, and providing transformational feedback that develops future IT leaders.
• Plan new IT projects based on leadership priorities, audit existing ones, and propose initiatives with business justifications to the executive team for improving infrastructure or adding services.
• Oversee inventory tracking, hardware acquisition, distribution, and lifecycle management for a 100% remote workforce, including collaboration with the Director of Security on MDM and EDR policy creation, configuration, and communication of changes to the organization.
• Own and audit IT onboarding and offboarding programs, including training on policies and support procedures, hardware provisioning, and account lifecycle management.
• Oversee, audit, and delegate the creation of security-aligned access controls as it relates to Identity and Access Management (IAM) policies, including IdP/SP management, SSO integrations, Role-BAC/Rule-BAC provisioning, and SSO/SAML-enforcement.
• Partner closely with the Security team to implement, track, and audit the systems and policies they approve and put in place.
• Own administration and user provisioning of key SaaS services (Google Workspace, Slack, and others); work closely with Accounting to manage SaaS ownership across the business and continuously drive cost-reduction opportunities on IT systems.
• Review, revise, and formulate updated IT SOPs and policies; delegate documentation responsibilities and communicate changes across the organization.
• Facilitate open communication across teams and projects, aligning complex IT work to strategic outcomes and ensuring priorities and urgency are conveyed effectively to all stakeholders.

Soft Skills

• Demonstrated ability to align complex, cross-functional IT work to achieve strategic organizational outcomes and communicate priorities clearly to all levels of the organization.
• Exceptional communication skills, with the ability to facilitate open dialogue across teams and leadership, while tailoring communication styles to targeted audiences.
• Proven track record of mentoring and coaching IT professionals, developing future leaders and fostering a culture of knowledge sharing and continuous improvement.
• Strong critical thinking and decision-making capabilities, with demonstrated ability to serve as the final escalation authority for complex IT issues and navigate ambiguous, high-stakes situations with confidence.
• Excellent project and time management skills, with the ability to plan, oversee, and audit multiple concurrent IT initiatives while communicating milestones to stakeholders.
• Ability to integrate diverse perspectives and drive alignment across teams, projects, and organizational priorities.

Technical Skills

• Ability to leverage AI tools to augment and automate routine IT workflows. Working experience with OpenAI Codex and Anthropic Cowork+Code a plus.
• Extensive experience with ITSM platforms, including end-to-end configuration, hardening, and auditing of ITSM settings to IT and Security standards. Jira Service Collection (previously JSM) is a plus.
• Proven expertise in overseeing MDM and EDR solutions, including policy creation, configuration, and delegation of device management responsibilities. Experience with remote workforce hardware logistics is a plus.
• Deep expertise in Identity and Access Management (IAM). Experience with Okta or Rippling SSO is desired.
• Intimate experience with Google Workspace administration and its Admin Console.
• Mastery of IT systems onboarding and offboarding procedures, including the protocols required for specific situations.
• Demonstrated ability to audit, revise, and formulate IT SOPs, and delegate documentation responsibilities effectively across teams. Notion or Confluence experience is a plus.

• 5+ years of IT operations experience; at least 2 years in a management or team leadership capacity is highly desired.
• Experience with administration of Google Workspace, Slack Grid, Jira, Okta/Rippling SSO, Jamf Pro + Protect, SentinelOne, and Notion/Confluence.
• Ability to leverage AI agents, DevOps tooling, automation, and scripting, by experience and/or AI-assistance
• Strong working experience with automation (iPaaS or scripting): Okta Workflows, Zapier, or Workato.
• Some light cloud infra experience (AWS) is a plus.
• Experience working in or alongside an IT Managed Service Provider environment.
• Experience with security compliance frameworks like SOC2 Type II or ISO 27001
• Firmly established knowledge of InfoSec best practices and IT security governance.
• Excellent track record with end-to-end leadership of IT infrastructure rollouts and cross-functional initiatives.
• Ability to prioritize and follow through on tasks in a rapidly changing, growth-stage environment.
• Team player with a service mentality who thrives in fast-paced environments.
• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience.