Manager, IT Support

The shape of it

In the posting’s own words

We're looking for a Manager, IT Support to lead our Americas support team. IT Support is the front door for every employee technology need at Anthropic: our Claude-backed support assistant, the human ticket queue behind it, walk-ups and desk-side help, hardware swaps, conference room triage, and a dedicated white-glove channel for our executives and board.

What it asks for · 9

• 7+ years of experience in IT support and operations, with 3+ years managing a support team
• A track record of managing and developing engineers: hiring, coaching, performance conversations that change behavior, and moving people into their next role
• Experience leading a frontline IT support team, including ownership of a queue, its service levels, and the people who work it
• Experience managing across multiple offices, including reports you don't sit with, and a real answer for how you keep them developing
• Strong hands-on IT support fundamentals: macOS-primary fleets, identity and access, SaaS troubleshooting, hardware lifecycle, and AV first-response
• A demonstrated ability to move a support function's metrics
• A security-first mindset and excellent judgment about when user experience yields to security requirements
• Comfort with ambiguity and rapidly shifting priorities in a fast-paced environment
• Strong written communication—you can write a runbook, a postmortem, and a piece of hard feedback, and have each land

Also a plus

• Experience building support infrastructure rather than inheriting it: a queue structure, an on-call rotation, an escalation model, or SLAs that didn't exist before you arrived
• Experience supporting executives or a board to a white-glove standard
• Experience building support automation, ticket deflection programs, or self-service platforms
• Experience supporting AI/ML research environments or highly technical user bases
• Background in companies with significant security or compliance requirements (e.g. SOC 2, FedRAMP)

What the job covers

• Lead, coach, and develop a team of IT Support Engineers across San Francisco, New York, and Seattle—1:1s, feedback, performance management, and career growth
• Hire IT Support Engineers, including for our executive and board support function, and raise the bar as the team grows
• Own in-office coverage and staffing across San Francisco, New York, and Seattle, and lead a team you aren't always in the same room with
• Own queue health, service level attainment, and routing rules across the Americas
• Be accountable for how the Americas performs against our support metrics—first-touch resolution, time to first response, time to resolution, employee satisfaction—and drive the changes that move them
• Run and staff the Americas on-call rotation within the global follow-the-sun model
• Route escalations into specialist operations teams and IT Engineering, and hold your team to those boundaries
• Protect engineering time for automation and deflection work without letting the queue slip
• Collaborate with Workplace, People Ops, and other teams to support office operations and company events
• Travel regularly to San Francisco and occasionally to Seattle

Tools and skills named

Words the posting leans on

• support18×
• experience9×
• queue7×
• americas5×
• operations5×
• people5×
• san francisco4×
• seattle4×
• security4×
• york4×
• automation3×
• board3×
• engineering3×
• executives3×
• first3×
• lead3×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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