Manager, IT Support | Simons Foundation

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Manager, IT Support

Company: Simons Foundation
Location: New York, NY
Employment Type: Full Time
Date Posted: 02/27/2026
Job Categories: Customer Service and Call Center, Engineering, Government and Policy, Information Technology, Collegiate Faculty, Staff, Administration, Executive Management, Nonprofit and Volunteer Services

Job Description

Manager, IT Support

Manager, IT Support

Full Time
R0002009

POSITION SUMMARY

The Manager, IT Support oversees the full spectrum of IT support operations, delivering hands-on technical assistance, while also leading and developing the IT support team. Beyond daily support, the role drives process improvement by maintaining documentation, coordinating communications, refining procedures with engineering partners, and designing end-user training. Success requires exceptional communication and customer service skills, strong organizational and leadership abilities, and a broad understanding of Apple IT within a dynamic, evolving environment. This position reports to the Senior Manager, IT Operations.

This full-time position is based on-site in the Simons Foundation offices in New York City. For more information, visit simonsfoundation.org/careers.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES

Day-to-Day IT Support

Respond to help desk tickets and fulfill technology support requests from foundation staff
Configure and deploy Macs and troubleshoot hardware (primarily Apple)
Administer cloud services and software licenses
Carry out networking requests
Management Responsibilities
Manage IT support staff; hire, train and mentor team members
Allocate incoming support tickets to team members based on workload and expertise
Ensure equitable distribution to maintain team efficiency and productivity
Conduct regular meetings to review the ticket queue, prioritize tasks and address any bottlenecks or escalations
Monitor and analyze key performance metrics related to ticket resolution times, customer satisfaction and team productivity
Implement strategies to meet or exceed performance targets and service level agreements (SLAs)
Oversee various department operations such as orientations, hardware allocation, etc

Additional

Administer help desk and oversee IT support operations and device repair operations
Maintain documentation across various outlets for IT support and end users
Draft department communications regarding policy, operations, and downtime
Regularly review IT support procedures and work with systems engineering team to develop processes
Design and hold training sessions and create learning materials for end users
Perform any other duties or tasks as assigned or required

MINIMUM QUALIFICATIONS

Education and Training

Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.
Apple Certified Macintosh Technician (ACMT) certification or willingness to obtain certification.

Experience

4+ years of experience with Mac troubleshooting and IT support
Experience with macOS Mobile Device Management (MDM) solutions such as Jamf
Strong proficiency in administering and supporting SaaS applications such as Google Workspace, Dropbox and Slack
Strong proficiency with Microsoft Entra or other identity management/Single Sign-On (SSO) platforms
Experience managing team members and delegating daily team workload

Related Skills & Other Requirements

Excellent interpersonal and communication skills. Ability to communicate clearly and transparently; verbally and in writing; keeping the right people informed of relevant issues
Excellent customer service skills, highly organized
Able to work as a leader, collaborating and partnering with others to resolve conflicts or address an issue. Able to adapt to changes in a dynamic work environment demonstrating poise, tact and diplomacy
Experience understanding and executing oral and written instructions and learning via training documentation and presentations

Physical Requirements

Moving equipment weighing up to 40 pounds
Positioning self to install and fix equipment, including under desks or on top of networking racks
Moving throughout several nearby office buildings

COMPENSATION AND BENEFITS

The full-time annual compensation range for this position is $99,000 to $125,000, depending on experience.
In addition to competitive salaries, the Simons Foundation provides employees with an outstanding benefits package.

Our Commitment to Expanding Pathways to Science & Opportunities for All:
Many of the greatest ideas and discoveries come from a diverse mix of minds, backgrounds, and experiences. The Simons Foundation is committed to advancing basic science and mathematics to benefit humankind and expand our collective understanding of our world. As part of our mission, we support partners, programs, and initiatives that seek to broaden the scientific community and open pathways to science and mathematics careers.

The Simons Foundation provides equal opportunities to all applicants without regard to race, religion, color, age, sex, pregnancy, national origin, sexual orientation, gender identity, genetic disposition, neurodiversity, disability, veteran status, or any other protected category under federal, state, and local law.

To apply, visit https://simonsfoundation.wd1.myworkdayjobs.com/en-US/simonsfoundationcareers/job/160-Fifth-Avenue-New-York-NY/Manager--IT-Operations_R0002009

Contact Information

Contact Name:
Company Name: Simons Foundation
Phone Number:
Fax Number:
Contact Email:
Website: https://apptrkr.com/6960871...

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