Manager of IT Support

Join Anthropic, a leading AI safety and research company, as the Manager of IT Support. In this role, you will lead our Americas support team, manage a team of IT Support Engineers across multiple locations, and shape our support model. You will also collaborate with various teams to deliver an exceptional employee experience while maintaining a rigorous security posture.

• Lead and manage a team of IT Support Engineers across multiple locations, focusing on hiring, coaching, and professional development.
• Shape and implement the support model for the Americas, including service levels, queue health, and performance metrics.
• Collaborate with specialist operations teams and other departments to deliver an exceptional employee experience while maintaining security standards.
• A security-first mindset and excellent judgment about when user experience yields to security requirements
• Experience managing across multiple offices, including reports you don't sit with, and a real answer for how you keep them developing
• A track record of managing and developing engineers: hiring, coaching, performance conversations that change behavior, and moving people into their next role
• Strong hands-on IT support fundamentals: macOS-primary fleets, identity and access, SaaS troubleshooting, hardware lifecycle, and AV first-response
• A demonstrated ability to move a support function's metrics
• 7+ years of experience in IT support and operations, with 3+ years managing a support team
• Experience leading a frontline IT support team, including ownership of a queue, its service levels, and the people who work it
• Strong written communication—you can write a runbook, a postmortem, and a piece of hard feedback, and have each land
• Comfort with ambiguity and rapidly shifting priorities in a fast-paced environment
• Experience building support infrastructure rather than inheriting it: a queue structure, an on-call rotation, an escalation model, or SLAs that didn't exist before you arrived
• Experience supporting executives or a board to a white-glove standard
• Experience building support automation, ticket deflection programs, or self-service platforms
• Experience supporting AI/ML research environments or highly technical user bases
• Background in companies with significant security or compliance requirements (e.g. SOC 2, FedRAMP)
• We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed