Manager, IT Support

Details

Lead Anthropic’s Americas IT Support team and deliver an exceptional employee technology experience across support operations, automation, hardware, office technology, and executive support. The role manages IT Support Engineers across San Francisco, New York, and Seattle and helps build the Americas component of a global follow-the-sun support model.

Responsibilities

• Lead, coach, and develop IT Support Engineers across San Francisco, New York, and Seattle through 1:1s, feedback, performance management, and career growth.
• Hire IT Support Engineers, including engineers supporting executives and the board.
• Own in-office coverage and staffing across San Francisco, New York, and Seattle.
• Own queue health, service-level attainment, and routing rules across the Americas.
• Manage performance against first-touch resolution, time to first response, time to resolution, and employee satisfaction metrics.
• Run and staff the Americas on-call rotation within the global follow-the-sun model.
• Route escalations to specialist operations teams and IT Engineering.
• Protect engineering time for automation and ticket-deflection work while maintaining queue performance.
• Collaborate with Workplace, People Operations, and other teams on office operations and company events.
• Travel regularly to San Francisco and occasionally to Seattle.

Requirements

• 7 or more years of experience in IT support and operations, including 3 or more years managing a support team.
• Experience hiring, coaching, managing performance, and developing IT support engineers.
• Experience leading a frontline IT support team and owning its queue, service levels, and staffing.
• Experience managing teams across multiple offices and developing reports who work remotely from the manager.
• Strong hands-on IT support fundamentals, including macOS-primary fleets, identity and access, SaaS troubleshooting, hardware lifecycle, and AV first response.
• Demonstrated ability to improve support-function metrics.
• Security-first mindset and sound judgment when security requirements conflict with user experience.
• Comfort with ambiguity and rapidly shifting priorities.
• Strong written communication, including the ability to write runbooks, postmortems, and performance feedback.
• A bachelor's degree or equivalent combination of education, training, and experience.

Preferred Qualifications

• Experience building support infrastructure such as queue structures, on-call rotations, escalation models, or SLAs.
• Experience providing white-glove support to executives or a board.
• Experience building support automation, ticket-deflection programs, or self-service platforms.
• Experience supporting AI/ML research environments or highly technical users.
• Experience working in organizations with significant security or compliance requirements, such as SOC 2 or FedRAMP.

Benefits

Anthropic offers competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and an office environment for collaboration.

Work Arrangement

This role is based in Anthropic’s New York City office and requires working in the office 3 days per week, with regular travel to San Francisco and occasional travel to Seattle. Anthropic states that it sponsors visas, although sponsorship is evaluated for each role and candidate.