[Hiring] IT Manager @InStride Health

Role Description

We are looking for a Manager of IT to bring technical depth, delivery structure, and systems health to the technology department that keeps InStride running. Reporting to the Senior Director of IT, this role owns the operating rhythm of our core workplace systems, including:

• Sprint planning
• Ticket hygiene
• Resolution SLAs
• Project delivery

This role directly manages and develops a team of IT support specialists and acts as a force multiplier by:

• Converting recurring manual work into automation
• Establishing clear reporting layers
• Serving as the senior technical escalation point

This role is focused on technical leadership, operational rhythms, and managing the support team through company growth. This is a fully remote position.

Responsibilities

• Run the IT Team operating rhythm, establishing sprint planning, standups, retrospectives, ticket hygiene, and clear SLA tracking aligned with the broader technology organization.
• Directly supervise and develop the IT support team, providing clear direction, performance oversight, and professional growth support.
• Serve as the senior technical escalation point above support specialists, guiding the team through complex troubleshooting, root-cause analysis, and IT operational standards.
• Own enterprise identity and access management (IAM) platforms (specifically Okta), including RBAC design, group architecture, SSO and SCIM integrations, and lifecycle provisioning automation.
• Administer systems and policies within cloud collaboration platforms alongside direct mobile device management (MDM) to ensure device compliance, zero-touch deployment pipelines, and OS update strategy across macOS endpoints.
• Manage the cloud telephony and collaboration portfolio, including but not limited to Zoom, Zoom Phone (call queues and IVR routing), Slack, and Jira Service Management queue routing logic and configuration.
• Convert recurring manual IT onboarding and access requests into automated self-service workflows.
• Build IT operational reporting dashboards, structuring data to help manage and streamline day-to-day IT operations.
• Reconcile software licenses against active headcount on a set cadence to identify cost variances before they compound across SaaS applications.
• Partner with Security to run access reviews, enforce least-privilege principles, support endpoint/email security tooling, and collect IT audit evidence for compliance cycles.
• Strategically implement and administer AI capabilities within IT operations to improve overall IT throughput, efficiency, and SLAs while adhering to rigorous compliance standards.
• Partner cross-functionally with HR, Clinical, Commercial, and Engineering stakeholders to manage cohort onboarding/offboarding, run decision-oriented meetings, and maintain clear internal technical runbooks and end-user FAQs.

Qualifications

• 5+ years of progressive experience in IT operations and systems administration, including direct people-management experience supervising, developing, and mentoring technical or support staff.
• Deep technical mastery of enterprise identity administration, including RBAC design, SSO/SCIM integrations, and provisioning workflow automation.
• Strong hands-on experience managing macOS fleets (~400 endpoints) using MDM and cloud collaboration platforms. Direct experience with Iru (Kandji) and Google Workspace is a plus.
• Proven track record of building operational reporting dashboards and structuring data into actionable metrics for leadership across ticket execution, SLA tracking, and license utilization.
• Capable of operating within regulated healthcare or compliance environments (HIPAA, SOC 2), including running access reviews and audit evidence gathering.
• Highly developed cross-functional communication and project delivery skills, with the ability to run decision-oriented meetings and write clear runbooks for technical and non-technical staff.
• Experience or familiarity administering cloud telephony (Zoom Phone IVR/queues), Jira Service Management, or CRM tools (Zoho) is preferred.
• Practical experience applying AI tools to operational workflows within a secure, compliant environment.

Salary

The expected annual salary for this role is between $124,000 and $138,000. Actual starting salary will be determined on an individualized basis and will be based on several factors including but not limited to specific skill set, work experience, etc.

Benefits

• Generous benefits package (401k with match, Flexible PTO, paid holidays, paid service days, 4 week paid sabbatical, 12 week paid parental leave, health benefits starting on your first day, and more)
• Opportunity to join a mission-driven company that is changing the landscape of pediatric mental health treatment
• Chance to make a far-reaching impact by helping children and families access desperately-needed, evidence-based care
• Opportunity to work with talented and experienced team members who have devoted their lives to solving this problem
• Fully virtual: work from the comfort of your home with periodic in-person retreats
• Commitment to Diversity, Equity, Inclusion, & Belonging (DEIB)