Manager, Business Technology & IT Help Desk

Ironclad is the #1 contract lifecycle management platform for innovative companies.  Every company, in every country, in every industry runs on contracts, but managing these contracts slows companies down and costs them millions of dollars. L’Oréal, Staples, Mastercard, and other leading innovators use Ironclad to collaborate and negotiate on contracts, accelerate contracting while maintaining compliance, and turn contracts into critical carriers of operational business intelligence. It’s the only platform flexible enough to handle every type of contract workflow, whether a sales agreement, an HR agreement or a complex NDA. 

Ironclad is writing the narrative that shows how beautiful and functional contracting will change business. We’re a leader in the Forrester Wave for Contract Lifecycle Management. We have been recognized as a Fortune Great Place to Work for four consecutive years. Our innovation and work culture have been recognized by Glassdoor's Best Places to Work 2023, Forbes’ 50 Most Promising AI Companies, Wing Venture Capital's Enterprise Tech 30, and Gartner's Magic Quadrant. We work in a highly collaborative environment, and strive to foster a positive, inclusive culture.  We’re backed by leading investors like Accel, Y Combinator, Sequoia, and BOND. For more information, visit www.ironcladapp.com or follow us on LinkedIn and Twitter.

About Ironclad IT

Our IT team plays a pivotal role in creating platforms for success so our Ironclad team can execute on our vision. As an IT teammate, you’ll partner with our Operations team on growth strategies and execute on technology needs as we grow. You also bring empathy to understand employee technology needs. You’ll enable the team, build out new offices, and design IT strategy for a fast-paced, fast-growing technology company.

Roles & Responsibilities:

• Team Leadership and Management: Lead and manage the helpdesk team by helping solve inbound tickets and escalate as needed to ensure teammates can do the work they need to do by offering support for laptops, mobile devices, office hardware, apps like email, and more.

• Customer Support & Service Delivery: Ensure SLA’s are met across key metrics, review and improve customer requests through metric driven analysis. Train team members on delivering a high bar of customer experience.

• Asset Management. Track and manage technology and policies to actively manage the company fleet.

• Scale through systems by proactive research and development of IT best practices for systems and processes.

• Enablement & Support: Prepare training materials and documentation to enable the team for success and manage inbound ticket requests. Create strategies to anticipate and alleviate blockers.

• Executive support: Assist top leaders and their assistants in navigating technology support.

• Collaborate: Partner with teammates across Ironclad to solve technology problems as we scale from managing apps to supporting company growth.

• Security: Enforce and comply with company policy with vendor and app management, security requirements (SOC, ISO, etc), Jamf and endpoint management.

• Documentation: Continuous management of company FAQ’s and knowledge base documentation for end users and IT team members.

Key Skills:

• 3-5+ years experience of support in a technical management capacity.

• Experience in a fast-growing company; direct experience with SaaS products, solutions, or ecosystems preferred.

• Proficient in driving results and outcomes while solving complex problems.

• Team and goal-oriented.  High output; low ego.

• Technical Experience: G-Suite admin, Jamf certifications (200/300), SAML integration experience/SaaS management, Meraki networking proficiency, 1Password, Zoom, Slack, scripting language (python preferred), Mac, Chrome, Office 365, etc.

• Mac and PC Hardware support (iPhones, iPads, Android, Google phones and tablets).

• Elevated understanding of networking principles and how to implement/manage networks (DHCP, DNS, SSID).

Benefits:

• Health, dental, and vision insurance

• 401k

• Wellness reimbursement

• Take what you need vacation policy

• Generous parental leave for both primary and secondary caregivers

Base Salary Range: $120,000 - $135,000

The base salary range represents the minimum and maximum of the salary range for this position based at our San Francisco headquarters. The actual base salary offered for this position will depend on numerous factors, including individual proficiency, anticipated performance, and the location of the selected candidate. Our base salary is just one component of Ironclad’s competitive total rewards package, which also includes equity awards (a new hire grant, along with opportunities for additional awards throughout your tenure), competitive health and wellness benefits, and a commitment to career growth and development.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.