IT Infrastructure & Support Analyst

Who We’re Looking For - Reporting to the Sr. IT Operations Manager, MANSCAPED® is seeking an IT Infrastructure & Support Analyst to help operate, maintain, secure, and improve MANSCAPED's corporate technology infrastructure. This role is ideal for a hands-on technology professional who can troubleshoot complex issues, support cloud and on-premises services, maintain reliable systems, and provide a strong employee experience. The Infrastructure Analyst will partner with Information Security & Infrastructure, Digital Engineering, Customer Experience, business stakeholders, vendors, and offshore support partners. 
  

The MANSCAPED® Way - At MANSCAPED®, what we do matters – but how we do it matters more. We take ownership of our work, showing up with accountability and a commitment to quality at every level. We work as one team, guided by a belief to unite, never divide, and to lead with empathy in how we support and challenge one another. The best ideas win, and they come from keeping our egos in check and our standards high. We stay humble, open to learning, and willing to grow. We bring fun to the journey, because great work shouldn’t come at the expense of enjoying what you do. We stay nimble and innovative, always looking for smarter and better ways to get things done. Ball work is honest work, and that mindset shows up in everything we do, including our proud partnership with the Testicular Cancer Society and our commitment to raising awareness of the ball-busting disease.

Responsibilities:  

• Serve as a first-contact Help Desk resource working Asana Ticket Queues and support the internal corporate customers   

• Troubleshoot escalated Tier 2 and Tier 3 issues involving identity, endpoints, networking, collaboration services, authentication, access, and cloud resources 

• Analyze recurring incidents and service requests, identify root causes and trends, and recommend automation or process improvements that reduce manual effort and operational risk 

• Assist in managing endpoints and identity in a mixed Windows/MacOS environment running the Microsoft 365 suite of tools 

• Handle on-boarding/off-boarding user account creation and access control, in partnership with HR People-Team partners, including account provisioning, access changes, workstation and laptop endpoint deployment, configuration, inventory, and secure decommissioning 

• Support the administration of Active Directory Single Sign On (SSO), Microsoft Entra, Intune and M365 Defender environment 

• Help deploy and monitor Azure Cloud Configuration to protect cloud assets Administer and support core infrastructure services across Microsoft 365, Microsoft Entra ID, Intune, Azure, Windows, and macOS environments 

• Monitor system health, capacity, availability, and performance; investigate alerts and service degradation; and coordinate timely restoration of impacted services 

• Assist with backup, recovery, business continuity, and disaster recovery procedures; participate in recovery testing and document results and follow-up actions 

• Implement and support infrastructure changes using documented change-management practices, testing plans, rollback procedures, and stakeholder communications 

• Maintain accurate technical documentation, network and system diagrams, asset records, configuration standards, runbooks, and knowledge-base articles 

• Partner with vendors and managed service providers to resolve incidents, coordinate maintenance, manage escalations, and validate service delivery 

• Participate in infrastructure projects, including evaluations, pilots, migrations, upgrades, office technology deployments, and system integrations 

• Provide scheduled on-call or after-hours support for planned maintenance and critical incidents when required 

• Collaborate on the use of CrowdStrike Falcon Managed Detection and Response (MDR) and Endpoint Protection Platform (EPP) for threat detection and Incident Response. This includes responding to tickets and interacting with Manscaped employees who are impacted by these events 

• Other duties as required 

Qualifications:   

• 3+ years of experience supporting enterprise infrastructure, systems administration, cloud services, and networking 

• Hands-on experience with Microsoft 365, Microsoft Entra ID, Intune, Azure, Windows, and macOS administration.  

• Working knowledge of TCP/IP, DNS, DHCP, VPNs, firewalls, wireless networking, and common network troubleshooting methods.  

• Experience administering endpoint management, patching, device compliance, security tooling, and software deployment in a mixed-device environment.  

• Understanding of identity and access management, least-privilege principles, multifactor authentication, single sign-on, and role-based access control.  

• Experience with monitoring, ticketing, asset-management, documentation, and change-management practices.  

• Ability to analyze complex technical problems, document findings, identify root causes, and communicate practical recommendations.  

• Ability to manage multiple priorities, work independently, meet deadlines, and escalate risks appropriately.  

• Strong written and verbal communication skills, with the ability to work effectively with employees, technical teams, vendors, and offshore partners.  

• Ability and willingness to work from the Carlsbad office at least three days per week and periodically travel or provide after-hours support as business needs require.  

• Experience with automation or scripting using PowerShell, Microsoft Graph, or APIs.  

• Experience supporting Azure infrastructure, configuration management, infrastructure-as-code, or cloud governance.  

• Familiarity with incident response, vulnerability management, backup and recovery, and disaster recovery testing a plus 

• Relevant Microsoft, CompTIA, ITIL, networking, cloud, or security certification a plus 

MANSCAPED® Benefits 

• Take time to find balance and rejuvenate your senses. Enjoy a generous 20 accrued vacation days per year to relax, travel, and spend quality time with your loved ones. We value your need for a healthy work-life balance

• Health comes first, always. We provide 40 hours of paid sick leave annually, ensuring you can take the time you need to recover  

• Your mental health matters. Take 3 paid mental health days to recharge and take care of your emotional well-being

• We offer 9 paid holidays throughout the year to give you the opportunity to celebrate important moments and take a break from work

• Some call it pet insurance, we call it Paws & Claws coverage. Our plan helps you take care of your furry family members, giving you peace of mind

• Our comprehensive life insurance, AD&D and long-term disability coverage provide financial security for you and your family in case of unexpected events

• Access comprehensive medical, dental, and vision insurance plans, along with Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA), ensuring you and your family are well-covered

• If you're facing life's challenges, our confidential Employee Assistance Program offers resources to help you navigate them

• Add a layer of protection from the unexpected costs of emergencies and unexpected illnesses. Enrollment in our accident and critical illness plans can provide financial support during the most difficult of times

• Let us take the guess work out of retirement planning with our employee 401(k) plan and company match

• We are a remote-first employer. You will receive a monthly utility allowance to help cover the costs of Wifi and phone usage

• Enjoy a generous discount on our products as part of our employee discount program, making holiday and birthday shopping a breeze

• Participate in our exciting wellness challenges designed to promote a healthy and active lifestyle. From step competitions to mindfulness sessions, join your colleagues in fun and motivating activities that boost your physical and mental well-being

• We support our families by offering paid parental leave to support you during a pivotal time in your life, adding to the family!  

• We like to cheer each other on. Our regular recognition initiatives ensure you are acknowledged for your hard work and achievements

• We encourage community involvement by offering one paid volunteer day per year, allowing you to support a cause that means the most to you

• We are a certified Great Place to Work, growing rapidly and offering incredible opportunities for advancement. Join us and be part of an exciting journey with a company that values its employees