Apply on Employer Site

Simons Foundation · 14 hours ago

Manager, IT Operations

New York, NY

Full-time

Onsite

Mid, Senior Level

$99K/yr - $125K/yr

4+ years exp

Simons Foundation is dedicated to advancing basic science and mathematics, and they are seeking a Manager of IT Operations to oversee IT support operations and lead the IT support team. The role involves delivering technical assistance, driving process improvements, and maintaining documentation while ensuring exceptional customer service and team productivity.

AssociationBiotechnologyEducationNon Profit

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Respond to help desk tickets and fulfill technology support requests from foundation staff

Configure and deploy Macs and troubleshoot hardware (primarily Apple)

Administer cloud services and software licenses

Carry out networking requests

Manage IT support staff; hire, train and mentor team members

Allocate incoming support tickets to team members based on workload and expertise

Ensure equitable distribution to maintain team efficiency and productivity

Conduct regular meetings to review the ticket queue, prioritize tasks and address any bottlenecks or escalations

Monitor and analyze key performance metrics related to ticket resolution times, customer satisfaction and team productivity

Implement strategies to meet or exceed performance targets and service level agreements (SLAs)

Oversee various department operations such as orientations, hardware allocation, etc

Administer help desk and oversee IT support operations and device repair operations

Maintain documentation across various outlets for IT support and end users

Draft department communications regarding policy, operations, and downtime

Regularly review IT support procedures and work with systems engineering team to develop processes

Design and hold training sessions and create learning materials for end users

Perform any other duties or tasks as assigned or required

Qualification

Mac troubleshootingApple Certified Macintosh TechnicianMacOS Mobile Device ManagementSaaS applications supportIdentity management platformsCustomer service skillsCommunication skillsOrganizational skillsLeadership abilities

Required

Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience

Apple Certified Macintosh Technician (ACMT) certification or willingness to obtain certification

4+ years of experience with Mac troubleshooting and IT support

Experience with macOS Mobile Device Management (MDM) solutions such as Jamf

Strong proficiency in administering and supporting SaaS applications such as Google Workspace, Dropbox and Slack

Strong proficiency with Microsoft Entra or other identity management/Single Sign-On (SSO) platforms

Experience managing team members and delegating daily team workload

Excellent interpersonal and communication skills. Ability to communicate clearly and transparently; verbally and in writing; keeping the right people informed of relevant issues

Excellent customer service skills, highly organized

Able to work as a leader, collaborating and partnering with others to resolve conflicts or address an issue. Able to adapt to changes in a dynamic work environment demonstrating poise, tact and diplomacy

Experience understanding and executing oral and written instructions and learning via training documentation and presentations

Moving equipment weighing up to 40 pounds

Positioning self to install and fix equipment, including under desks or on top of networking racks

Moving throughout several nearby office buildings

Benefits

Outstanding benefits package

Company

Simons Foundation

Simons Foundation is a private foundation funding research in mathematics and the basic sciences.

Founded in 1994

New York, New York, USA

201-500 employees

https://www.simonsfoundation.org

H1B Sponsorship

Simons Foundation has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (38)

2024 (30)

2023 (34)

2022 (27)

2021 (16)

2020 (18)