IT Support ManagerCrafty

Who We Are:

Crafty elevates workplace food and beverage programs with enhanced services managed in one innovative, centralized platform. Founded in 2015, our mission is to help companies craft better workplaces. From DraftKings to Robinhood to Zillow, we work with the world's biggest brands to foster a culture of employee connectivity and productivity. Headquartered in Chicago, with offices in New York and the Bay Area, Crafty manages food and beverage programs across 300+ offices, serving more than 300,000 employees per month.

Our commitment to crafting better workplaces starts from within. We are a team of passionate, resourceful, and hard-working trailblazers who love what we do. Our expertise spans technology, food and beverage operations, client success, fulfillment and more. At Crafty, our people are our greatest asset, because it's our people who foster a culture that makes our company a place worth being part of. And of course, the snacks are the cherry on top!

The Role

Join Crafty as our IT Support Manager and lead the strategy, delivery, and continuous improvement of our internal IT support function. Reporting to the Director of People Ops, you’ll own the employee technology experience from onboarding through off-boarding, ensuring our distributed team has secure, reliable, and easy-to-use tools and support. You’ll establish service standards, prioritize and resolve escalated support needs, manage user accounts and software licenses, oversee hardware and vendor relationships, and own security, access, and incident management alongside our network and AV practices. Additionally, you’ll own setup and support of our Cafe POS system. This role is focused on building scalable processes, training, documentation, and AI-enabled support solutions, with AI and automation built into every part of the job, while partnering with leaders across the business to anticipate needs and deliver a high-quality employee experience that scales with the business.

Required Attributes

• Security, Access, and Incident Management: Protects Crafty's people, data, and systems with sound judgment on sensitive access and security incidents, using automated provisioning, alerting, and access reviews to keep permissions right-sized and audit-ready.
• Technical Depth: Brings strong working knowledge of operating systems, device management (MDM), identity and access management (IAM), SaaS administration (including Slack, Rippling, and Google Workspace), endpoint protection, and basic network and AV systems, and automates repetitive admin tasks wherever possible.
• Prioritization and Project Management: Balances day-to-day ticket volume with longer-term projects, sets clear priorities, and uses AI tools to accelerate planning, documentation, and status updates.
• Hardware and Vendor Management: Manages the full hardware lifecycle with automated asset tracking so every device is accounted for, secured, and ready on day one, and evaluates the AI capabilities of vendor tools to get the most out of our technology spend.
• Root Cause Analysis and Problem Solving: Diagnoses complex issues across interconnected systems, even when the technology is unfamiliar, and uses AI to troubleshoot faster and spot patterns in ticket data that prevent repeat problems.
• People and Service Leadership: Sets a high standard for responsive, empathetic IT support and can coach employees, vendors, and future team members toward consistent execution.
• Operational Excellence: Builds clear processes, service-level expectations, documentation, reporting, and prioritization frameworks that improve the employee experience and team efficiency.
• Project and Change Management: Leads initiatives from strategy through implementation, aligns stakeholders, manages risks and timelines, and drives adoption.

How You Work

You're an empathetic, service-focused, people-first partner who communicates technical concepts clearly to every level of the organization. You're accountable and metric-driven, take full ownership of outcomes, and are comfortable operating autonomously as Crafty's IT subject matter expert.

Ideal Experience

• Multiple years of experience in IT support, systems administration, or workplace technology (e.g., IT Support Manager, IT Manager, IT Operations Manager, Senior Systems Administrator, or Workplace Technology Manager), including ownership of an IT support function or major programs
• Experience supporting a hybrid workforce at a tech-enabled company with multi-site, physical operations (offices, cafes, POS)
• Demonstrated success administering, configuring, implementing, and integrating SaaS systems, identity and access management, and endpoint management at scale
• Experience building IT service-management (ITSM) processes, support metrics, documentation standards, and AI-enabled support
• Strong understanding of security principles, access controls, and incident response
• Experience leading through influence and managing external vendors
• Experience evaluating, deploying, and teaching others to use LLMs, AI tools, and automation responsibly and effectively

Nice to Haves

• Cafe or POS system experience
• Experience scaling IT through growth (e.g., from ~400 to 1,000 employees)
• Audit and compliance readiness experience
• HRIS administration experience

Don’t meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply.

Role Goals

• Goal #1 Support: Within 90 days of start, the IT Support Manager will then achieve a first response under 4 business hours and resolution within 2 business days on 90%+ of tickets each quarter, as measured by Notion reporting.
• Goal #2 Onboarding and off-boarding: Within 6 months of start, the IT Support Manager will standardize and automate onboarding and off-boarding so that 100% of new hires have working hardware and system access on day one, and 100% of departing employees lose access within 1 hour of their separation time, as measured by Rippling records and a monthly access audit.
• Goal #3 SaaS and asset audit compliance: Within 9 months of start, the IT Support Manager will build a complete SaaS and hardware inventory and run quarterly access and license reviews, achieving 100% of seats and assets reconciled to an active employee and a named system owner, with zero orphaned accounts, as measured by bi-annual review sign-offs against Rippling, the SaaS inventory, and MDM, in support of Crafty's audit readiness.
• Goal #4 Self-service and AI deflection: Within 1 year of start, the IT Support Manager will build a knowledge base covering the top 25 request types and launch AI-assisted support, deflecting 60%+ of Tier 1 requests without a human, as measured by monthly ticket volume and bot resolution rates.

What We Offer:

Our people mean everything to us. When you join Crafty, you're joining a team of passionate, smart people who work incredibly hard and have fun along the way.

We are proud to offer a compensation package that includes our Crafty healthcare plan, covering primary health, dental, and vision plans, 401k, paid time off, equipment certification courses, and parental leave. And, of course, it also includes Crafty-grade snacks, beverages, and fun events!

Lastly, this role offers a special opportunity: to have a major hand in shaping the future of a young, flourishing company. Your creativity, ambition, and work will steer the direction of our successes.

Our compensation amount for this role is $95,000 - $110,000 in the Chicago market. Final offer amounts are determined by multiple factors including cost of living based on location, candidate experience and expertise, and may vary from the amounts listed above.

Crafty provides equal employment opportunities (EEO) to all employees and applicants for employment without discriminating against race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.