hightouch-inc - IT Business Partner
Requirements
• 5+ years of progressive IT experience, ideally in a high-growth startup environment • Bachelor’s degree or equivalent experience • Exceptional communication skills — you'll be talking to engineers and non-technical stakeholders alike all day and will need to build trust and accountability • Presentation skills - and the ability to clearly and effectively convey ideas and requirements to stakeholders • Experience with Okta and Okta workflows - certification a plus • Experience managing Apple devices via MDM (Kandji/Iru, Rippling, Jamf, etc.) • Google Workspace administration experience • Fluency with security best practices and compliance audits (SOC2, SOX, etc.) • Experience with AI ITSM platforms (Risotto, Moveworks, Raveena, Serval, or similar) • Passionate about the employee experience and how IT enables the business • Solid grounding in networking fundamentals • Certifications such as Jamf, Okta, ITIL, PMP, CISSP • Experience building a stellar IT operations function
Responsibilities
• Support a remote, distributed workforce directly — respond to tickets, troubleshoot hardware and application issues, and build a positive experience for our employees • Focus heavily on the employee experience - through the whole lifecycle from onboarding to offboarding. Your job is to make IT the enabler of the business • Own and continuously tune our AI-powered ticketing system building out automations, self-service flows, and knowledge base content that resolve issues without a human • Track what's actually generating ticket volume and use that insight to fix root causes — bad docs, missing automation, a tool that's confusing by default. Not just resolve the ticket but actually solve the problem • Gather data, synthesize information, and identify trends to improve processes and experience • Administer Google Workspace and manage day-to-day user access and configuration across our SSO environment (Okta), in partnership with our IT Engineer • Manage MDM for our device fleet (mainly Apple), keeping onboarding and offboarding fast and painless for new hires and managers alike • Act as a business partner to teams across the company — sit in on their workflows, understand where tooling is actually getting in the way, and bring solutions proactively rather than reactively • Build and maintain documentation and self-service resources, put on trainings, create videos recordings, and manage the IT communications company wide • Maintain an accurate picture of our IT asset inventory and infrastructure to support planning and audits • Support security and compliance efforts (SOC 2 and beyond) with a practical, risk-based approach. Understand the balance between security and business enablement • Help shape how IT operations should scale as we grow — you'll have real input into what we build next
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