IT Support Manager

$150,000 - $175,000/Yr

Hiya - Seattle, WA

Full-time - Mid Level

Remote - Seattle, WA

Publishing Industries

About the position

Reporting to the VP of Engineering, the IT Support Manager will play a critical role in supporting our teams across three global offices. This team member will partner with leaders across the company to drive and optimize the development, implementation, and maintenance of Hiya's information systems to meet the Company's strategic business objectives. This includes IT strategy, global office network infrastructure, employee communication and productivity suites, disaster recovery, data security, employee helpdesk, and IT vendor management.

Responsibilities

• Oversee and manage all aspects of IT infrastructure, including systems architecture, integration, security, and data protection for Hiya's IT systems.
• Manage IT onboarding and offboarding processes for new hires in Budapest, London/EU, and Seattle/USA.
• Provide direct technical support to employees in Seattle, Budapest, and London/EU, addressing and troubleshooting hardware and software issues.
• Implement, monitor, and enforce security protocols.
• Help plan, organize, and implement IT upgrades and projects.
• Analyze system performance, identify inefficiencies, and assess the cost-benefit of potential upgrades or new systems.

Requirements

• Extensive experience with Mac OS, Linux environments, Google Workspace, Zoom, OneLogin/Okta (SSO), and basic knowledge of operating systems and software troubleshooting.
• A solid understanding of network security practices and anti-malware programs.
• A natural problem-solver with the ability to troubleshoot hardware and software issues independently and creatively.
• Excellent written and verbal communication skills in English (Hungarian is a plus).
• A track record of taking ownership of complex projects from start to finish.
• Highly organized with the ability to prioritize multiple tasks in a fast-paced environment.
• Great customer service skills, with a focus on clear communication and timely resolution of IT-related issues.

Nice-to-haves

• Experience with Jira, JAMF, GitHub, MS Office365, Ubiquiti/Cisco network devices, and command-line interface management.
• Familiarity with ITIL practices for incident management, ticketing, SLAs, and process improvements.
• Experience working with Linux servers, server virtualization, and related technologies.
• Previous experience providing IT support to geographically distributed teams across multiple offices.

Benefits

• Self managed vacation plan
• 8 paid holidays when the office is closed
• 6 company wide recharge days
• 401K program through Fidelity Investments
• Paid parental leave
• 100% covered medical, dental, and vision and 50% coverage for dependants
• Voluntary Life and AD&D, and Accident insurance options
• Employer-paid life insurance
• Employer-paid long-term disability coverage (In qualifying states)
• Donation Matching for a charity of your choice (up to $1,000/ year)
• WFH equipment stipend
• $1,000/year in Professional Development funds