[Hiring] IT Business Partner @Hightouch

Role Description

We're looking for our first IT Business Partner to help run IT operations and be the face of IT across the company. You'll start close to the ground — working tickets, supporting a remote, geographically distributed team, and understanding where people get stuck. This is not a technician role closing tickets all day; rather this is a strategic role focused on elevating the employee experience and enabling the business. You will be tasked with bringing ticket volume down and utilizing systems to do the heavy lifting. You'll work closely with our IT Engineer to push more of our support load onto AI-driven ticketing and self-service, so the team spends its time on the problems that actually need a person. Over time, this role grows from "the person who fixes it" into "the person who makes sure it rarely breaks in the first place," and into a real business partner to the teams you support.

What You'll Do

• Support a remote, distributed workforce directly — respond to tickets, troubleshoot hardware and application issues, and build a positive experience for our employees.
• Focus heavily on the employee experience - through the whole lifecycle from onboarding to offboarding. Your job is to make IT the enabler of the business.
• Own and continuously tune our AI-powered ticketing system building out automations, self-service flows, and knowledge base content that resolve issues without a human.
• Track what's actually generating ticket volume and use that insight to fix root causes — bad docs, missing automation, a tool that's confusing by default. Not just resolve the ticket but actually solve the problem.
• Gather data, synthesize information, and identify trends to improve processes and experience.
• Administer Google Workspace and manage day-to-day user access and configuration across our SSO environment (Okta), in partnership with our IT Engineer.
• Manage MDM for our device fleet (mainly Apple), keeping onboarding and offboarding fast and painless for new hires and managers alike.
• Act as a business partner to teams across the company — sit in on their workflows, understand where tooling is actually getting in the way, and bring solutions proactively rather than reactively.
• Build and maintain documentation and self-service resources, put on trainings, create video recordings, and manage the IT communications company wide.
• Maintain an accurate picture of our IT asset inventory and infrastructure to support planning and audits.
• Support security and compliance efforts (SOC 2 and beyond) with a practical, risk-based approach. Understand the balance between security and business enablement.
• Help shape how IT operations should scale as we grow — you'll have real input into what we build next.

Qualifications

• 5+ years of progressive IT experience, ideally in a high-growth startup environment.
• Bachelor’s degree or equivalent experience.
• Exceptional communication skills — you'll be talking to engineers and non-technical stakeholders alike all day and will need to build trust and accountability.
• Presentation skills - and the ability to clearly and effectively convey ideas and requirements to stakeholders.
• Experience with Okta and Okta workflows - certification a plus.
• Experience managing Apple devices via MDM (Kandji/Iru, Rippling, Jamf, etc.).
• Google Workspace administration experience.
• Fluency with security best practices and compliance audits (SOC2, SOX, etc.).
• Experience with AI ITSM platforms (Risotto, Moveworks, Raveena, Serval, or similar).
• Passionate about the employee experience and how IT enables the business.

Bonus Points

• Solid grounding in networking fundamentals.
• Certifications such as Jamf, Okta, ITIL, PMP, CISSP.
• Experience building a stellar IT operations function.