Manager, Information Technology

Thank you for considering Progyny!

A successful candidate will lead a team of IT analysts responsible for delivering high-quality technical support and service across the organization. This role combines hands-on technical expertise with strong people leadership, ensuring the helpdesk team operates efficiently and meets defined service level agreements (SLAs).

The IT Manager will drive improvements in service delivery, user onboarding, and device lifecycle management while partnering closely with system administrators and engineers to support both cloud-based and on-premise infrastructure. This position requires a balance of operational excellence, technical depth, and the ability to mentor and grow a high-performing support team.

What you’ll do…

• Lead, mentor, and manage a team of IT analysts supporting end users across multiple locations

• Oversee day-to-day helpdesk operations, ensuring timely response and resolution of service requests in line with SLA targets

• Monitor ticket queues and performance metrics within ITSM platforms (e.g., Jira Service Management) to drive accountability and continuous improvement

• Establish and optimize processes for user onboarding/offboarding, device provisioning, and access management

• Identify and implement efficiencies in support workflows, automation, and tooling

• Collaborate with system administrators and engineers to support and deploy complex IT systems across cloud and office environments

• Serve as an escalation point for complex technical issues and ensure proper resolution

• Maintain and enforce IT security and compliance standards, including endpoint protection and identity management

• Oversee administration of endpoint management and security platforms (e.g., Microsoft Intune, Jamf, Defender for Endpoint)

• Manage Microsoft 365 ecosystem, including Entra ID (Azure AD), user lifecycle, and access controls

• Coordinate hardware and software lifecycle management, including patching and updates

• Communicate clearly with stakeholders, leadership, and end users regarding system status, incidents, and improvements

About you…

• 5+ years of experience in IT support, with 2+ years in a managerial or team lead role

• Proven experience managing helpdesk or IT support teams in a fast-paced environment

• Strong experience with ITSM tools such as Jira Service Management or similar platforms

• Deep technical expertise in Microsoft 365, Entra ID, Intune, Jamf

• Experience with software deployment, patch management, and device lifecycle tools

• Strong understanding of SLA-driven support environments and performance management

• Excellent leadership, communication, and problem-solving skills

• Ability to balance hands-on technical work with strategic process improvement

• Experience working cross-functionally with infrastructure, security, and engineering teams

• Relevant certifications (Microsoft, Jamf, ITIL, Security+, etc.)

• Experience in highly regulated environments (e.g., healthcare, finance)

• Familiarity with automation tools and scripting (PowerShell, Bash, etc.)

• Experience scaling support operations in a growing organization

• Exposure to zero-trust security models and modern device management practices

Please note: This is not a digital nomad or remote international position; candidates must be based in the United States. Progyny is unable to provide visa sponsorship for this position. Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.  

About Progyny:   

Progyny (Nasdaq: PGNY) is a global leader in women’s health and family building solutions, trusted by the nation’s leading employers, health plans and benefit purchasers. We envision a world where everyone can realize dreams of family and ideal health. Our outcomes prove that comprehensive, inclusive and intentionally designed solutions simultaneously benefit employers, patients and physicians. 

Our benefits solution empowers patients with concierge support, coaching, education, and digital tools; provides access to a premier network of fertility and women's health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs.  

Our mission is to empower healthier, supported journeys through transformative fertility, family building and women’s health benefits.  

Headquartered in New York City, Progyny has been recognized for its leadership and growth as a TIME100 Most I