Manager of IT Support


Date: 09/03/2020

Location: Pittsburgh

We’re looking for a driven, resourceful, and systematic IT Support Manager to join our growing team. As an IT Support Manager, you will help Niche improve and scale its IT infrastructure to foster fast-paced and secure environments for teams across the organization. You will have the opportunity to build a support team from the ground up and define how IT Support is performed at Niche going forward.

During the 1st Month:

  • Collaborate with various team members to learn how your role fits within the team, the tech department, and Niche as a whole.
  • Shadow Infrastructure team members to learn more about our tech stack, the products we support, and current processes.
  • Understand our employee onboarding flow and work with HR to provision equipment and accounts for new hires.
  • Handle basic support requests for Niche teams and become familiar with the needs of various teams, common issues, and points of contact.

  • Within 3 Months:

  • Research and trial request tracking systems that fit our use case. Adopt the system of choice and roll the solution out to the organization.
  • Research and trial account access management systems. Work with team managers to ensure a convenient but reliable and secure system.
  • Start covering gaps in documentation that can help teams self-service when issues arise. Documentation should be clear and easily accessible to ease the burden of repeated requests.
  • Improve on the existing onboarding process. Define the experience for new employees to hit the ground running with the equipment and software requirements for their role.
  • Start planning for the return of operations at our on-premises office location and facilitating a hybrid of remote and on-premises employees.

  • Learn more and apply below.