Simons Foundation
Simons Foundation is hiring a full-time Manager, IT Support to lead on-site technology support operations across its US-based offices.
About the Role
As Manager, IT Support at Simons Foundation, you will own both the strategic direction and the day-to-day execution of the organization's end-user support function. This is a working leadership role — you'll stay technically hands-on while building a high-performing support team, elevating service quality, and establishing the systems and documentation that keep operations running smoothly.
What You'll Do
- Oversee the full lifecycle of IT support operations, from ticket intake and triage through resolution and follow-up
- Provide direct, hands-on technical assistance to staff across hardware, software, and connectivity issues
- Lead, mentor, and grow the IT support team — setting performance standards and fostering a service-oriented culture
- Maintain and continuously improve internal knowledge bases, runbooks, and support documentation
- Coordinate communications between end users, IT support staff, and engineering partners during incidents or service changes
- Partner with infrastructure and engineering teams to refine escalation paths, support workflows, and operational procedures
- Design and deliver end-user training programs that reduce repeat incidents and increase staff self-sufficiency
- Identify patterns in support data and drive process improvements that measurably reduce resolution time and user friction
What We're Looking For
- Proven experience managing or leading an IT support or helpdesk team in a professional environment
- Strong technical foundation across desktop operating systems (macOS and/or Windows), productivity suites, networking fundamentals, and endpoint management
- Demonstrated ability to develop and document IT processes, procedures, and user-facing training materials
- Excellent communication skills — able to translate technical concepts for non-technical stakeholders and collaborate effectively with engineering partners
- Experience working cross-functionally to align support operations with broader IT and organizational goals
- A data-informed approach to continuous service improvement
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience
About Simons Foundation
The Simons Foundation is a private foundation headquartered in the United States, dedicated to advancing research in mathematics, the basic sciences, and related fields. Its technology team supports a mission-driven organization where rigorous thinking and operational excellence go hand in hand.
How to Apply
Interested candidates should apply directly through this listing. Simons Foundation reviews applications on a rolling basis, so early submission is encouraged for this Manager, IT Support position.
To apply for this job please visit www.adzuna.com.
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