Apple Bar IT Support Manager

About the Company

Provide white-glove, in-person IT support at the NYC HQ for Circle employees including executive and senior leadership. Operate in a Highly Secure, Regulated environment with an acute attention to detail.

About the Role

We are looking for someone to help in our New York City office. 9-5 (or maybe 8-4, tbd) M-F. It would be a role to help support our office staff and ELT members with any tech questions in person (like a "Genius Bar" type of arrangement) and support our remote IT support staff with helpdesk tasks. Provide white-glove, in-person IT support at the NYC HQ for Circle employees including executive and senior leadership. Support our IT Helpdesk and our globally distributed, remote-first workforce, including triaging incoming support tickets.

Responsibilities

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• Provide real-time walk-up support with our ELT and Sr. leaders dealing with Tier I or Tier II software and hardware support.\n
• Ability to comfortably listen, triage, prioritize, and field frequent walk-ups, urgent issues, and context-switching in a fast-paced environment.\n
• Provide white-glove, in-person IT support at the NYC HQ for Circle employees including executive and senior leadership.\n
• Administer and support core enterprise SaaS and IT systems, such as Google Workspace, Slack, FreshService, ServiceNow, Okta, Kandji / Apple Devices, Workspace ONE, and similar tools.\n
• Operate in a Highly Secure, Regulated environment with an acute attention to detail.\n
• Exhibit strong written and verbal communication skills, with the ability to clearly document processes, troubleshooting steps, and knowledge base articles for both technical and non-technical audiences.\n
• Demonstrate a growth mindset and operational ownership, with a desire to continuously learn, proactively identify gaps, and contribute feedback to improve IT processes and user experience.\n
• Support our IT Helpdesk and our globally distributed, remote-first workforce, including triaging incoming support tickets.\n

Qualifications

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• IT Support expertise w/ minimum of 4 years of experience.\n

Required Skills

• \n
• IT Support expertise w/ minimum of 4 years of experience.\n
• Provide real-time walk-up support with our ELT and Sr. leaders dealing with Tier I or Tier II software and hardware support.\n
• Ability to comfortably listen, triage, prioritize, and field frequent walk-ups, urgent issues, and context-switching in a fast-paced environment.\n
• Exhibit strong written and verbal communication skills & high presentation skills (audience is ELT).\n
• Ability to clearly document processes, troubleshooting steps, and knowledge base articles for both technical and non-technical audiences.\n
• Experience providing remote technical support and receiving messaging tickets as well as taking direct calls.\n
• Software: Slack, Windows, Servicenow or FreshService, Workspace One.\n
• Hardware: Apple/Android/Wifi Networking/Printers.\n
• Ticket System: Servicenow (Flexible on sister tools).\n

Preferred Skills

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• Certifications – Workspace, Slack (Not hard requirements).\n
• Demonstrate a growth mindset and operational ownership, with a desire to continuously learn, proactively identify gaps, and contribute feedback to improve IT processes and user experience.\n
• Experience supporting enterprise SaaS and IT systems such as