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Hydra Host · 4 hours ago

IT Manager at Hydra Host

United States

Full-time

Remote

Mid, Senior Level

$70K/yr - $90K/yr

5+ years exp

Hydra Host is a company seeking an IT Manager to oversee IT provisioning processes and help desk operations. This role involves ensuring smooth onboarding/offboarding, efficient troubleshooting, and robust administration of systems and integrations while maintaining high standards of service and compliance.

Artificial Intelligence (AI)Cloud InfrastructureDeveloper APIsWeb Hosting

Responsibilities

Serve as the primary (Tier 1) technical support contact for employees across all business units

Troubleshoot hardware, software, connectivity, and application issues for workstations, mobile devices, and peripherals

Diagnose and resolve problems efficiently while providing excellent customer service

Communicate technical concepts effectively to non-technical users and escalate complex issues appropriately

Manage complete user lifecycle including onboarding (account provisioning, device configuration, access setup) and offboarding (account deactivation, access revocation, device retrieval, data preservation)

Coordinate with HR and department managers to ensure smooth transitions

Manage user account creation, access rights, and system provisioning across all platforms

Maintain compliance with security policies and audit requirements for identity and access management

Oversee daily help desk activities, ensuring prompt resolution of technical issues

Develop and enforce service-level agreements (SLAs) for IT support

Implement ticketing systems and monitor performance metrics to improve efficiency

Maintain a strong understanding of Microsoft 365 (O365) services and administration

Oversee backend configuration, group management, automation processes, and system integrations

Administer Windows, macOS, and Linux endpoints through JumpCloud

Configure and maintain SSO integrations, LDAP, RADIUS, and MFA

Deploy software, enforce security policies, and manage device compliance

Implement zero-touch deployment and device provisioning workflows

Administer and maintain GitLab infrastructure, including user management, repository administration, CI/CD pipeline support, and backup procedures

Support development teams with GitLab-related issues and implement best practices for version control and collaboration

Lead and mentor IT support staff, fostering a culture of continuous improvement

Provide training and development opportunities for team members

Ensure adherence to cybersecurity best practices in provisioning and support workflows

Conduct regular audits and risk assessments to maintain compliance with company policies

Qualification

Microsoft 365 administrationGitLab administrationIdentityAccess managementITIL certificationEndpoint managementAutomation toolsCompliance frameworksProblem-solvingCommunication skillsOrganizational skills