Senior Manager, IT

Description

We're looking for an experienced Senior Manager, Infrastructure and Support to lead Lattice's Corporate IT infrastructure, identity, endpoint, office technology, SaaS administration, and employee support operations. This leader will create a more mature operating model for IT support while driving secure automation, identity governance, and AI productivity-tool enablement.

The person in this role will manage a distributed team of IT engineers and support specialists and will be accountable for service quality, escalation management, roadmap execution, access and endpoint hygiene, vendor coordination, and cross-functional delivery with Security, People, Workplace, Business Systems, and Engineering.

What You Will Do

• Lead the technology roadmap for Corporate IT Infrastructure and Support across identity, endpoint, office technology, SaaS administration, support operations, and AI productivity-tool governance
• Own the operating model for a distributed IT team, including prioritization, escalation paths, service metrics, runbooks, change control, and support-quality expectations
• Drive MFA and identity modernization programs, including Okta Verify, Device Trust, Duo/Beyond Identity retirement, Okta environment audit, and least-privilege remediation
• Lead endpoint-management and device-compliance evolution, including Jamf-to-Iru migration, Mac hardware refresh planning, policy enforcement, and lifecycle automation
• Partner with People/HRIS and Business Systems to strengthen onboarding, offboarding, role-based access, Rippling-to-Okta workflows, SCIM provisioning, and downstream SaaS lifecycle automation
• Own employee-support readiness for SF/NY office IT infrastructure, remote-work support, AV/networking coordination, and production support escalations
• Establish safe administration and support patterns for AI productivity tools such as ChatGPT, Claude/CoWork, Console, Cursor, and related access workflows
• Partner with Security and Compliance to improve auditability, access reviews, device posture, production change review, and evidence quality for IT-controlled systems.
• Use automation and AI responsibly to improve ticket triage, knowledge management, incident summaries, migration tracking, and support communications
• Provide senior escalation support for complex IT, identity, endpoint, and SaaS incidents while coaching the team toward durable fixes
• As the direct manager of the team, partner with the People team to manage hiring, onboarding, professional development, performance feedback, promotions, terminations, disciplinary procedures, and compensation actions to maintain a skilled technical and service-oriented staff
• Set clear expectations, assign ownership, delegate effectively, evaluate team activities, and maintain a consistent operating cadence
• Provide ongoing performance feedback, goal setting, coaching, and development plans for staff
• Plan for future staffing, coverage, and capability needs as the infrastructure/support function matures
• Build a strong documentation culture across runbooks, support playbooks, migration plans, system ownership, and escalation procedures
• Manage vendor/platform evaluations and renewals in partnership with Procurement, Finance, Legal, Security, and business owners
• Translate technical risks and operational tradeoffs into clear recommendations for leaders and cross-functional stakeholders

What You Will Bring to the Table

• At least 8 years of experience in corporate IT, infrastructure, workplace technology, identity/access management, endpoint management, or enterprise SaaS administration
• 2+ years of people-management experience leading IT engineering, infrastructure, support, or workplace technology teams
• Strong hands-on or architectural depth with Okta/IAM, SSO, SAML/OIDC, SCIM, MFA, device trust, groups, policies, and SaaS provisioning
• Experience with endpoint management and compliance tooling such as Jamf, Iru, MDM platforms, Mac fleet management, device lifecycle, and hardware refresh planning
• Experience building scalable IT support operations, including escalation management, service metrics, runbooks, incident response, and customer-oriented employee support
• Ability to partner across Security, Compliance, People/HRIS, Workplace, Procurement, Finance, Legal, Engineering, Business Systems, and business leaders
• Practical automation experience using APIs, scripting, Okta Workflows, Workato, or similar tools to reduce manual operational work
• Sound judgment around access governance, least privilege, sensitive employee data, audit readiness, and production change control
• Desired technology experience: Okta, Okta Verify, Google Workspace, Slack, Zoom, Jamf/Iru or similar MDM, Rippling, Lumos/IGA, Jira/JSM, Workato/Okta Workflows, ChatGPT, Claude/CoWork, Console, Cursor, and SaaS admin tooling
• Experience administering or governing AI-enabled productivity tools and applying AI to improve IT operations responsibly
• Ability to evaluate vendors and guide build-vs-buy decisions with clear business, risk, cost, and operational tradeoffs
• Strong written and verbal communication skills with the ability to explain technical risk and operational decisions to non-technical stakeholders
• Prior experience in high-growth SaaS, distributed workforces, or complex enterprise technology environments preferred