Manager, IT System Support

About the Role:

We are seeking a highly skilled and motivated Manager, IT System Support to join our dynamic Corporate Engineering Team. As the Manager, IT System Support, you will be responsible for managing the team of IT Support Engineers and providing technical support to our internal users, ensuring the smooth operation of our IT systems and infrastructure. Your expertise, leadership, and customer-centric approach will be crucial in maintaining a high level of satisfaction and productivity across the organization. Ideal candidates should have excellent technical knowledge and hands-on experience across a wide range of hardware, software, networking, and operating systems. 

This is a full-time, hybrid role which will require you to work from our San Francisco HQ at least 3 days per week.

Impact You'll Own:

• Lead and supervise a team of IT support engineers, providing guidance, mentoring, and technical expertise to ensure the team's success in meeting goals and objectives.
• Serve as the main point of contact for all escalated technical support issues and provide timely and effective resolutions to minimize downtime and disruption for end-users.
• Collaborate with cross-functional teams to identify and implement innovative solutions to improve IT processes, infrastructure, and user experience.
• Conduct regular audits and assessments of IT systems and processes to identify areas for improvement and implement corrective actions as necessary. Analyze data from ticketing systems and other sources to identify trends, pinpoint recurring issues, and make data-driven decisions to improve service delivery.
• Coordinate with external vendors and service providers to resolve technical issues, manage contracts, and ensure service level agreements are met.
• Provide technical training and knowledge-sharing sessions to empower users and promote self-service capabilities.
• Provide comprehensive in-person and remote technical support to internal end-users and the executive team, resolving issues across desktops, laptops, mobile devices, and network connectivity.
• Maintain accurate documentation of IT systems, configurations, and troubleshooting procedures to facilitate knowledge sharing and contribute to the IT knowledge base.
• Participate in on-call rotation. 
• Collaborate and communicate with the globally distributed IT team on projects and tasks.

What You Bring:

• 4+ years of relevant work experience in an IT Support role.
• 2+ years in a leadership or supervisory position.
• Ability to motivate and develop a diverse team of IT professionals.
• Excellent collaboration skills with the ability to actively contribute to the success of the IT team and the organization as a whole.
• Ability to clearly and directly communicate goals, ideas and visions to the team.
• Bachelor's degree in Computer Science, Information Technology, or a related field. 
• Experience with Generative AI tools to support daily work with an understanding of Agentic AI and their application in enterprise environments.  
• Excellent problem-solving skills with an ability to diagnose and resolve complex technical issues either independently or collaboratively.
• Project management skills, with the ability to prioritize tasks, manage resources, and meet deadlines.
• Expertise in administering JIRA and Confluence, or similar issue tracking and collaboration tools.
• Experience in onboarding and offboarding processes, including provisioning and deprovisioning user accounts, hardware, and software.
• Ability to work calmly and methodically in high-pressure situations, such as critical system failures or time-sensitive IT issues.
• Experience in programming languages such as Python or Shell scripting, or other relevant scripting expertise.
• Great documentation skills, with the ability to create clear, concise, and comprehensive technical documentation, including user manuals, system guides, and standard operating procedures.

What Makes You Stand Out: 

• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Systems Engineer).
• Experience with audio/visual (A/V) equipment, including video conferencing systems, projectors, displays, and audio systems.
• Experience with NinjaOne, Jamf, or other end-user management platforms.
• Experience with Python, Amazon Web Services, and Google Cloud Platform.
• Experience supporting a zero trust environment
• Familiarity with Okta, Okta Workflows, Google Workspace, GAM

Application Deadline:

December 19, 2025 by 11:59 PM PST

EAR/ITAR Requirements:

This position requires access to export-controlled information, and as such, employment (or hiring of a contractor) is contingent upon the candidate’s ability to access all applicable export-controlled information without additional export licensing being required by the Bureau of Industry and Security and/or the Directorate of Defense Trade Controls.

Benefits While Working at Planet:

These offerings are dependent on employment type and geographical location, based upon applicable law or company policy.

• Comprehensive Medical, Dental, and Vision plans
• Health Savings Account (HSA) with a company contribution
• Generous Paid Time Off in addition to holidays and company-wide days off 
• 16 Weeks of Paid Parental Leave
• Wellness Program and Employee Assistance Program (EAP)
• Home Office Reimbursement
• Monthly Phone and Internet Reimbursement
• Tuition Reimbursement and access to LinkedIn Learning
• Equity
• Commuter Benefits (if local to an office)
• Volunteering Paid Time Off

Compensation:

The US base salary range for this full-time position at the commencement of employment is listed below.  Additionally, this role might be eligible for discretionary short-term and long-term incentives (bonus and equity). The final salary range is determined by job related experience, skills and location.  The range displays our typical hiring range for new hire salaries in US locations only.  Your recruiter can share more about the specific salary range for your preferred location during the hiring process.