Senior Manager, Corporate IT
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Job Description
Senior Manager leading Drips’ corporate IT operations, identity, endpoints, governance, and vendors. Driving AI-powered automation and ticket deflection as the customer engagement SaaS company scales.
Responsibilities:
- Lead, manage, and grow a team of IT professionals through hiring, coaching, prioritization, performance management, and development
- Champion exceptional customer service across IT interactions, from help desk tickets to executive requests
- Administer the core corporate IT stack, including Microsoft 365, Entra ID, identity/IAM tooling, endpoint management, EDR, and ITSM/ticketing
- Build and mature IT governance, including access controls, change management, provisioning/de-provisioning, and scalable documentation
- Manage identity lifecycle, account provisioning/deprovisioning, and role-based access governance across business systems
- Lead device lifecycle strategy covering procurement, imaging, deployment, recovery, and retirement
- Maintain endpoint security posture
- Build IT capacity planning, documentation, and continuity practices
- Support InfoSec on security and compliance programs, including ISO 27001 and HITRUST, plus client security questionnaires and audits
- Partner with department and business leaders to translate goals and project needs into IT priorities
- Manage vendors, software licensing, renewals, and Corporate IT budget/spend
- Represent IT in cross-functional planning for tools, integrations, and company initiatives
- Consolidate redundant or fragmented tooling and establish intake and evaluation processes for technology requests
- Drive ticket deflection, self-service, AI-assisted support, and workflow automation to reduce ticket volume and resolution time
- Report IT operations metrics, including ticket volume, SLAs, automation adoption, and project delivery, to leadership
- Own the Corporate IT operating cadence, including weekly operations reviews, IT/InfoSec coordination meetings, monthly governance reviews, and quarterly business reviews
Requirements:
- 8+ years of progressive IT experience
- 3+ years directly managing and developing an IT team, including hiring, coaching, delegating, and owning performance
- Hands-on experience with Microsoft 365, Entra ID and identity/access management
- Experience with endpoint management (MDM) and EDR tooling for mixed Windows and iOS devices
- Experience with an ITSM/ticketing platform, ideally owned or heavily operated at scale
- Experience building or maturing IT governance, security, and compliance programs in a regulated or high-growth SaaS environment
- Familiarity with ISO 27001, HITRUST, SOC 2, and HIPAA-adjacent requirements
- Demonstrated experience driving ticket deflection and AI-assisted IT automation with measurable results
- Strong cross-functional partnership skills
- Experience supporting GenAI tools such as Claude, ChatGPT, and Cursor within a corporate technology environment
- Experience managing vendors, software licensing, and an IT budget
- Strong written and verbal communication skills
- Sound judgment in an environment where priorities and risk shift quickly
- Strongly preferred: experience in an established, mature corporate technology environment and recent experience in a PE-backed, SaaS, mid-market, high-growth company
- Strongly preferred: experience in healthcare, insurance, financial services, or another highly regulated industry
- Strongly preferred: experience supporting enterprise client security questionnaires, audits, or vendor risk reviews
Benefits:
- Remote work arrangement
- Limited travel required, estimated at 1 to 2 weeks per year
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