Manager, IT Support

7+ years of experience in IT support and operations, with 3+ years managing a support team

Experience leading a frontline IT support team, including ownership of a queue, its service levels, and the people who work it

Experience managing across multiple offices, including reports you don't sit with, and a real answer for how you keep them developing

Strong hands-on IT support fundamentals: macOS-primary fleets, identity and access, SaaS troubleshooting, hardware lifecycle, and AV first-response

A demonstrated ability to move a support function's metrics

A security-first mindset and excellent judgment about when user experience yields to security requirements

IT Support is the front door for every employee technology need at Anthropic: our Claude-backed support assistant, the human ticket queue behind it, walk-ups and desk-side help, hardware swaps, conference room triage, and a dedicated white-glove channel for our executives and board.

You'll manage a team of IT Support Engineers across San Francisco, New York, and Seattle—hiring them, coaching them, and growing them.

Our support model is being rebuilt this year, and much of what you'd normally inherit doesn't exist yet—you'll help shape the service levels this team is held to, and stand up the Americas leg of a follow-the-sun on-call rotation.

You'll also hold a tension we take seriously: our engineers build the automation that keeps requests from ever reaching a person, and they treat the queue as the first priority, always.

You'll partner closely with our specialist operations teams, IT Engineering, Security, People Operations, and Workplace to deliver an exceptional employee experience while maintaining the rigorous security posture our mission demands.

Hire IT Support Engineers, including for our executive and board support function, and raise the bar as the team grows