IT Support Manager

Salary: $120K - $140K Location Type: Remote Employment Type: Full-Time

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Who is Flock?

Flock Safety is an all-in-one technology solution dedicated to eliminating crime and enhancing community safety. Our intelligent platform unites cities, businesses, schools, and law enforcement agencies, leveraging the power of communities to build a safer future together. We provide a full-service, maintenance-free technology solution trusted by communities nationwide to solve and deter crime, ultimately creating safer environments for everyone.

Our comprehensive and intelligent public safety platform delivers actionable evidence crucial for solving, deterring, and reducing crime across neighborhoods, schools, businesses, and entire cities. We achieve this without compromising transparency or privacy, transforming unbiased data into objective answers.

At Flock, we aim to offer a career-defining experience that allows you to make a tangible impact on your community. While safety is our core business, we foster a supportive remote team environment that cultivates strong and fulfilling relationships, even when physically apart. Our dedicated employees thrive in a positive and inclusive atmosphere that rewards a bias towards action.

We have secured over $700M in venture capital funding from prominent investors including Tiger Global, Andreessen Horowitz, Matrix Partners, Bedrock Capital, Meritech Capital Partners, and Initialized Capital. With a valuation exceeding $7.5B, Flock is strategically scaling and actively seeking top talent to help us achieve our goal of reducing crime in the United States by 25% within the next three years.

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The Opportunity

As an IT Support Manager at Flock Safety, you will be a dynamic leader committed to empowering our organization through technology. Your role will involve translating complex technical challenges into seamless user experiences, effectively bridging the gap between technical solutions and business needs. You will lead and mentor a team of IT Support Analysts, fostering their professional growth and ensuring the delivery of exceptional service.

This role is critical to our scaling efforts, requiring a balance between addressing immediate support needs and pursuing long-term goals to stay ahead in the evolving tech landscape. Your passion for process improvement and enhancing employee experiences will be vital. You will be organized, resourceful, and dedicated to establishing IT as a trusted and valued partner across the company. As a "Big Picture" visionary, you will spearhead IT Support automation, outsourcing, and transformation initiatives to elevate the employee experience and drive operational efficiency.

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The Skillset

Leadership & Team Management:

• Proven experience in leading, mentoring, and developing a small team of IT support professionals.
• Ability to inspire and motivate your team, fostering a collaborative and high-performing environment through constructive feedback.

Customer-Centric Focus:

• A strong commitment to delivering exceptional user experiences and building positive relationships with internal stakeholders.
• Maintain a proactive, results-driven mindset.

Technical Acumen:

• Solid understanding of core IT infrastructure, including:
  • Operating Systems: Windows and macOS environments.
  • Productivity Suites: Google Workspace (G Suite), Slack, Jira Service Management, and Microsoft O365 administration.
  • Hardware: Desktop, laptop, and mobile device support.
  • Networking Fundamentals: Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, and VPNs.
  • SaaS Applications: Experience managing and supporting various cloud-based applications.
  • Access Policies: Identity Access Management (IAM), Okta SSO/SCIM.
  • Asset Management: Familiarity with Antivirus, inventory management, patching, and backup procedures for Mac and Windows.

Builder Mentality:

• Exceptional analytical and problem-solving skills with a systematic approach to identifying, prioritizing, and resolving complex IT issues.
• Ability to troubleshoot effectively and guide your team through challenging scenarios.

Process Improvement Champion:

• A passion for identifying and implementing process improvements to enhance efficiency and user satisfaction.