Manager, IT Engineering

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no-ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.

What You’ll Do

SimpliSafe's corporate IT Team is crucial in empowering our employees to do their best work. As part of the Information Technology and Global Supply organization (CIOGS) led by our Chief Information and Global Supply Officer, we strive to provide a safe and empowering work environment with the technology and support SimpliSafers need to thrive.

We’re seeking an IT Manager to lead our IT Engineering team in Richmond. In this role, you will:

• Lead and mentor a team of IT team leads and engineers supporting our two Richmond locations and remote employees nationwide.
• Collaborate with IT leadership across all locations to ensure a consistent and excellent IT experience for all SimpliSafers.
• Report to the Senior Manager of IT.

This role is onsite.

While technical proficiency is important, this role will have a strong focus on people leadership, coaching, and ensuring projects and strategies are aligned with business objectives.

Primary responsibilities include: 

• Manage the day-to-day functions of the Richmond offices' IT help desk team, ensuring proper scheduling and staff availability to meet business needs.
• Serve as an escalation point for complex incidents, outages, or challenging support requests.
• Mentor, develop, and coach a team of IT professionals, fostering a collaborative culture and providing guidance on career paths.
• Ensure technology and process consistency across all SimpliSafe locations in collaboration with other IT managers.
• Understand the diverse needs of end-users and proactively create a positive and supportive IT experience.
• Plan, execute, and monitor Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs) to drive team growth and success.
• Contribute to the planning and execution of an overall IT strategy for SimpliSafe.
• Lead technology projects and deployments, ensuring successful implementation and adoption.
• Maintain strong relationships with external vendors, establishing and monitoring Service Level Agreements (SLAs) to meet business requirements.

What You’ll Bring

• A Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent practical experience.
• Up to 6 years of experience in IT, including at least 3 years in a people management role leading and developing technology teams.
• A strong understanding of IT infrastructure, encompassing networks, servers, cloud technologies, and common enterprise applications.
• Proven experience managing IT operations, including service desk support, incident management, and problem resolution.
• Proven experience managing IT projects from start to finish with minimal supervision.
• A passion for providing exceptional customer service and creating positive support experiences for end-users.
• A commitment to fostering a psychologically safe and inclusive team environment where everyone feels supported, valued, and empowered to do their best work.
• The ability to meet the physical demands of the role, which include frequent standing, walking, and using hands to handle equipment.

Preferred Qualifications

• Experience with macOS and Windows endpoint management, including MDM tools like Jamf and Intune.
• Familiarity with workforce identity tools such as Okta and Lumos.
• Proficient with Google Workspace and Microsoft 365 administration.
• Experience with collaboration tools like Zoom, Google Meet, and Slack.
• Knowledge of Jira Service Desk and Jira for IT service management and project tracking.
• Experience with Confluence for knowledge management and documentation.
• Experience with SaaS tool management and optimization.
• Bonus points: In-depth experience with live event production or collaboration tooling.

What Values You’ll Share