IT Service Manager

The Opportunity:

DataGrail is looking for an Information Technology Service Manager to own Information Technology and Business Systems at DataGrail, inclusive of endpoints, applications, and IT operations. Reporting to the VP of Security, you’ll be the face of technology to our employees, serving as the primary IT point of contact and an escalation point. You’ll have the opportunity to work with a high level of autonomy, identifying where we can make improvements and owning IT-related cross functional projects end to end.

The Skill Set:

• Independently manage a remote work IT environment for ~100 employees encompassing endpoints, applications, and business systems including:

  • MDM solutions such as Kandji, Hexnode, or JAMF
  • Apple operating systems, hardware, and software
  • Google Workspace Suite
  • Identity providers such as Okta

• Deliver responsive technology support to our varied user types including performing hands-on fixes at the desktop level; installing and upgrading software and configuring systems and applications

• Manage the onboarding and offboarding of team members as it relates to equipment and support and deliver new hire IT orientation

• Oversee IT vendors

• Manage IT asset inventory and lifecycle management program

• Ensure DataGrail is spending its technology dollars on the right long-term solutions

Within 90 Days You'll:

• Immerse yourself in DataGrail values, culture, and activities
• Learn DataGrail’s product and use it like a customer
• Establish working relationships with internal teams to understand, prioritize, and effectively deliver IT Support requests and projects

Within 180 Days You'll:

• Establish processes and metrics to help identify areas of improvement
• Contribute to knowledge base articles for end user reference

Within 365 Days You'll:

• Develop, monitor, and maintain single-pane reporting on fleet, systems, and partner health
• Be a model test-case IT user for DataGrail product enhancements
• Define, track, and manage IT service metrics and outcomes
• Iterate upon the technology roadmap for DataGrail, merging roadmap with production engineering technology efforts