UPSTACK - IT Manager
Requirements
• Strong vendor and MSP relationship management skills, including performance reviews, escalations, and contract negotiation • Project management skills: scoping, scheduling, budgeting, stakeholder communication, and cross- team coordination • Strong technical troubleshooting and escalation judgment across hardware, endpoints, networking, and conferencing • Excellent verbal and written communication, with the discretion and professionalism to support senior leadership and board members • Organizational skills to manage concurrent projects, vendors, and device inventory • Ability to lead and manage multiple concurrent IT projects, vendor relationships, and support escalations effectively • Ability to exercise sound judgment in high-visibility, sensitive situations involving senior leadership and board members • Ability to translate business and security requirements, such as the Zero Trust/Entra ID Conditional Access migration, into actionable technical project plans • Ability to hold outside vendors and MSP partners accountable to SLAs and service quality standards • Ability to operate independently while keeping stakeholders informed of project status, risks, and outcomes
Responsibilities
• Vendor & MSP Relationship Management • Serve as the primary owner of UPSTACK's outside vendor support services relationship: manage day-to-day engagement, ticket escalations, service quality, and SLA adherence • Manage other outside support vendors (AV/conferencing, telecom, hardware suppliers, software resellers), including scopes of work, deliverables, and accountability • Review Help Desk and vendor performance, invoices, and contract renewals; recommend changes or replacements where service or cost falls short • Act as the escalation point between UPSTACK employees and the MSP helpdesk, ensuring issues are routed, tracked, and resolved to standard • Internal IT Project Leadership • Plan and lead internal IT projects end to end, including platform transitions (e.g., Okta and Microsoft Entra ID), network upgrades, hardware refresh cycles, and new tool rollouts • Define project scope, timelines, and budgets; coordinate execution across the MSP, outside vendors, and internal stakeholders • Communicate project status, risks, and outcomes to business stakeholders • Helpdesk & Support Oversight • Own endpoint management across the fleet: Microsoft Intune for Windows devices and Jamf for Mac devices, including configuration profiles, compliance policies, app deployment, and patching • Administer and oversee internal RMM tooling for monitoring, alerting, patch automation, and remote support • Oversee the device lifecycle: procurement, provisioning, new-hire staging, refresh, retirement, and recycling logistics • Handle escalated, sensitive, or high-visibility issues directly, delivering white-glove support for senior leadership and board members, including board meeting AV • Technology Stack & Security • Administer and support UPSTACK's core stack: Microsoft 365, Intune, Jamf, Cisco Meraki, Okta, and Microsoft Entra ID • EDUCATION • Required Licenses | Certifications | Degree: • CISM (Certified Information Security Manager) certification required; no specific degree required — equivalent IT management or technical leadership experience considered • Preferred Licenses | Certifications | Degree: • Microsoft MD-102 (Endpoint Administrator Associate) • Microsoft AZ-104 (Azure Administrator Associate) • CompTIA Security+ • KNOWLEDGE • Jamf, Microsoft Intune, and Microsoft Entra ID (all required): hands-on knowledge of Mac device management with Jamf, Windows device management with Intune, and identity and conditional access management with Microsoft Entra ID as UPSTACK migrates to a Zero Trust security model • RMM experience (required): prior hands-on work with RMM platforms (e.g., NinjaOne, Datto RMM, ConnectWise Automate, or similar) for monitoring, patching, and remote support • Knowledge of MSP operating models, SLAs, and vendor/contract management • Knowledge of Microsoft 365 administration and identity platforms, including Okta and Microsoft Entra ID, particularly through platform transitions • Familiarity with networking fundamentals and equipment such as Cisco Meraki • Understanding of IT asset lifecycle management, security best practices, and endpoint compliance standards
Benefits
• Employees new to UPSTACK typically come in at the start of the pay range. UPSTACK focuses on providing a simple and transparent pay structure, which is based on a variety of factors, including location, experience, and job-related skills. • The salary range for this role is fixed at $90,000 to $120,000 annually, with no room for negotiation. Please apply with this understanding. • The salary range for this role is fixed at $90,000 to $120,000 annually, with no room for negotiation. • Closing
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