Senior IT Administrator - Hybrid

Role Overview

Why This Role Exists

Key Responsibilities & Deliverables

• IT Support —Serve as the primary point of contact for IT help across 150+ employees in the US and UK. Resolve most requests independently, document solutions in runbooks and help articles, and identify recurring issues for automation or self-service.
• Automation & AI —Manage Claude-powered AI agents through Intercom to automate ticket triage, resolution, and common requests, shifting manual support work to automated workflows and creating capacity for projects and engineering.
• Joiner, Mover & Leaver Lifecycle —Own account provisioning across cloud identity and SaaS tools, device procurement and deployment, access control and reviews, and documented offboarding with security compliance evidence.
• IT Consolidation & Migration Projects —Lead system integrations, infrastructure unification, and tooling rationalization. Maintain documented plans, stakeholder communications, rollback procedures, and on-time delivery.
• Identity & Access (Okta) —Administer users, groups and group rules, app assignments, SSO and MFA policies, sign-in issues, and role-based access so employees have the appropriate applications from day one.
• Transition to 100% Mac —Move remaining Windows users to managed Macs, including communications, data migration, application compatibility and alternatives, and retirement of Windows laptops currently managed through Microsoft Intune.
• Device Management —Administer the Mac, iPhone, and iPad fleet through MDM (Iru, formerly Kandji), including zero-touch enrollment, baseline configuration, software updates, inventory, lifecycle management, procurement, and secure disposal. Mac is the only supported laptop platform; new employees are provisioned with Macs by default.
• Microsoft 365 & Collaboration —Administer Slack, Microsoft 365 (Exchange Online, SharePoint, and Teams), Box, and Zoom, maintaining appropriate access controls and external-sharing policies.
• Office & Network —Maintain the Austin headquarters environment, including network and Wi-Fi, conference rooms, door access, and desk setups. Plan IT requirements for office changes.
• Security Operations —Enforce security baselines, conduct periodic access reviews, investigate security alerts, support security awareness training, and maintain audit-ready evidence for IT-owned domains.

What Success Looks Like

• IT support resolution times consistently meet or exceed SLAs, while repeat manual requests decline through self-service and automation.
• Joiner and leaver workflows are completed within defined SLAs with full documentation and compliance evidence, and device deployment lead times improve.
• Every employee in the US and UK uses a managed Mac; Windows endpoints and their management tooling are retired, and the fleet follows one MDM-enforced security baseline.
• IT migrations, integrations, and infrastructure consolidation projects are delivered on time with documented rollback plans and minimal disruption.
• Automated provisioning increases quarter over quarter, supported by runbooks, AI-powered ticket resolution, and measurable reductions in manual IT work, freeing capacity for systems and security engineering.

AI & How This Role Uses It

What You'll Bring

• 5+ years of experience in IT or systems administration, ideally at a SaaS company.
• Hands-on Mac support and MDM experience with Iru (Kandji), Jamf, or a similar platform, including enrollment, configuration profiles, patching, and device compliance. Deep experience in this area is essential from day one.
• Hands-on Okta or comparable identity-provider administration, including SSO, MFA, SCIM provisioning, group rules, and user lifecycle management.
• Strong Microsoft 365 administration, including users and licensing, Exchange Online and mail flow, and email security (anti-phishing, SPF, DKIM, and DMARC).
• Solid networking knowledge, including Wi-Fi, VPN, DNS, firewalls, and switching.
• Scripting and automation experience with Bash, PowerShell, or Python, APIs, and identity workflow tools.
• Experience running migrations or consolidations involving tenants, file systems, or identity platforms.
• AI fluency beyond day-to-day tool use; ability to build automations and agents independently.
• Ability to balance support requests and projects, and proactively recommend better ways of working.
• Clear, friendly written communication and sound judgment when working with privileged access.
• Windows endpoint management, meeting-room AV, or IT integration following a merger or acquisition are advantages.
• Exposure to SOC 2 or ISO 27001 audits is a plus.
• Certifications such as Apple Certified Support Professional, CompTIA Security+, or identity and cloud administration certifications are beneficial but not required.
• Financial services experience is a plus, but not required.

Ways of Working

• Reports to the Head of IT, who works closely with the CISO on security. Works independently on day-to-day support and owns project delivery with minimal oversight, while collaborating with the manager on ideas, change reviews, and coverage.
• Partners with the People team on joiner, mover, and leaver workflows, ensuring timely provisioning and compliance with security and audit requirements.
• Works with department leads across the US and UK on IT infrastructure projects, system migrations, and automation initiatives.
• Operates with high autonomy, surfaces blockers, escalates security concerns, and proactively proposes process improvements. As automation stabilizes support workload, more time shifts to systems projects and engineering.