IT Support Manager

[ABOUT ISTARI DIGITAL]

Istari is a digital engineering software company enabling our customers to turn the physical world into the digital to accomplish their specific mission or business objectives.

Istari was founded with the vision of making open, scalable digital engineering ecosystems a reality – where new technologies and systems are created digitally, free from the real-world constraints of costs and schedules. We are creating the world’s best engineering model sharing platform, allowing our customers to simply and securely integrate their models across different engineering disciplines, organizations, and security levels.

At Istari, we are passionate about our mission of creating the world's first open and scalable industrial metaverse. Whether our customers are designing prototypes, performing virtual testing, or training AI and autonomy for complex systems, we know that going digital will save them time, resources, and reduce their environmental impact.  

While we are a distributed team with most team-members working remotely, we place an emphasis on staying connected and collaborative, prioritizing in-person opportunities to build trust as a team. At Istari, we still believe that trust is best built in-person. To do this, we have an engineering headquarters in Cambridge, MA for focused technical development and several times per year we gather for an off-site that allows us to develop our professional skills and our team relationships.

[VALUES]

At Istari, we live by our values, which include:

Purposeful Autonomy

We value letting people self-organize and self-motivate. 

Our flat structure and lack of meeting clutter are meant to empower individuals and teams to be proactive.

Our autonomy is measured, goal-oriented, and results-driven – not meandering.

Clear objectives help us prioritize our time.

Smart Transparency

We believe in honest-but-kind communication, transparency, and open-door policies.

We love learning about challenges and tackling them early, not hearing good or bad news late.

We share work-in-progress across our team. 

Fast feedback keeps autonomy purposeful.

Continual Curiosity

At Istari, we love learning to do things ourselves.

We ask, read, share, teach – even watch YouTube videos – to learn new skills to solve problems.

When we make breakthroughs, we write them down.   

Writing focuses ideas, helps us learn, and helps us share.

Equal Opportunity

Istari is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Istari Digital is seeking a proactive and technically skilled IT Support Manager to join our team. In this role, you will be crucial in supporting our IT operations, focusing on sustainment functions, and directing incident response for customer-reported outages. This is a hands-on position requiring a blend of technical proficiency, problem-solving abilities, and a commitment to maintaining a compliant environment. The IT Support Manager will lead a small team and must be capable of both operational support and tactical execution.

Key Responsibilities

• IT Sustainment and Support: Manage laptop requisitions and return processes through mobile device management (MDM). Define and enforce standard laptop profiles for each role. Oversee the cleanup and automation of mailing lists. Define and enforce policies for the use of productivity tools. Organize and maintain Shared Drives and other data repositories. Oversee the IT software acquisition request process.
• Help Desk Management: Oversee help desk operations to provide timely and effective technical support to employees. Manage IT support requests and ensure issues are resolved efficiently. Develop and maintain IT documentation and a knowledge base. Troubleshoot hardware and software issues and provide step-by-step guidance for resolution. Escalate complex problems to higher-level IT personnel. Document issues and solutions for future reference. Manage help desk tickets, monitor open tickets, and provide status updates to users. Communicate with customers about IT products and services, and ensure satisfactory service. Communicate customer feedback to internal teams.
• IT Evaluation and Process Improvement: Help evaluate new technologies. Document IT processes, procedures, and configurations. Maintain accurate records of IT assets and licenses. Ensure IT compliance with company policies and relevant regulations.
• Team Leadership: Lead, mentor, and manage a small IT team. Delegate tasks and responsibilities effectively. Foster a collaborative and supportive team environment.

Required Qualifications

• Minimum of 10 years of experience in a relevant field.
• Strong knowledge of IT support operations, including help desk management, device management, and systems administration.
• Proficiency in managing Microsoft and Google Workspace environments.
• Experience with Mobile Device Management (MDM) solutions.
• Strong understanding of cybersecurity principles, practices, and technologies.
• Experience with incident response.
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Excellent communication and collaboration skills, with the ability to effectively communicate with both technical and non-technical audiences.
• Ability to prioritize tasks and manage projects effectively.
• Ability to work in a fast-paced startup environment.
• Must be a US citizen living within the United States.

Preferred Qualifications

• Bachelor's degree in computer science, information systems, or a related field.
• Relevant certifications (e.g., Sec+, DoD 8140.03, “Cyberspace Workforce Qualification”).
• Active TS Security Clearance.

BENEFITS

We offer highly competitive benefits, including:

Health and Family

- Medical/Dental/Vision

- Employee Premiums are 100% Company Paid

- Life Insurance

- Flexible Work Hours 

- Unlimited Paid Time Off (PTO) with federal government holidays

Financial

- Competitive Compensation 

- 401k 

- Company Stock Options

- Home Office Setup Budget

Learning

- Reimbursement for approved trainings and subscriptions

- Conferences (travel, lodging, and fees)

Note - some benefits are not available to interns or contractors.

Thank you for your interest in Istari. Expect to hear back from us soon with next steps.