Manager of IT Support

About Niche
Niche is the leader in school search. Our mission is to make researching and enrolling in schools easy, transparent, and free. With in-depth profiles on every school and college in America, 140 million reviews and ratings, and powerful search tools, we help millions of people find the right school for them. We also help thousands of schools recruit more best-fit students, by highlighting what makes them great and making it easier to visit and apply.

Niche is all about finding where you belong, and that mission inspires how we operate every day. We want Niche to be a place where people truly enjoy working and can thrive professionally.

About the Role
We’re looking for a driven, resourceful, and systematic IT Support Manager to join our growing team. As an IT Support Manager, you will help Niche improve and scale its IT infrastructure to foster fast-paced and secure environments for teams across the organization. You will have the opportunity to build a support team from the ground up and define how IT Support is performed at Niche going forward.

During the 1st Month:

  • Collaborate with various team members to learn how your role fits within the team, the tech department, and Niche as a whole.
  • Shadow Infrastructure team members to learn more about our tech stack, the products we support, and current processes.
  • Understand our employee onboarding flow and work with HR to provision equipment and accounts for new hires.
  • Handle basic support requests for Niche teams and become familiar with the needs of various teams, common issues, and points of contact.

Within 3 Months:

  • Research and trial request tracking systems that fit our use case. Adopt the system of choice and roll the solution out to the organization.
  • Research and trial account access management systems. Work with team managers to ensure a convenient but reliable and secure system.
  • Start covering gaps in documentation that can help teams self-service when issues arise. Documentation should be clear and easily accessible to ease the burden of repeated requests.
  • Improve on the existing onboarding process. Define the experience for new employees to hit the ground running with the equipment and software requirements for their role.
  • Start planning for the return of operations at our on-premises office location and facilitating a hybrid of remote and on-premises employees.

Within 6 Months:

  • Have a request tracking system in place with sample data that you feel accurately represents the capacity and time requirements of IT support. Use this data to find areas for improvement and plan for team capacity.
  • Define the next role for the IT Support team. Improve on interviewing materials and identify candidate attributes that could make the biggest impact.
  • Research and trial hardware and software Inventory systems. Once inventory has been established, identify equipment changes needed and define a lifecycle process.
  • Begin working with Data Security and Disaster Recovery teams to understand standard operating procedures and help create training programs.

Within 12 months:

  • Have fully implemented systems in place for issue tracking, access management, and inventory with processes defined enough to train new employees on their use.
  • Be able to identify team capacity issues and request new roles to be filled on the support team to meet those needs.
  • Collaborate with the Infrastructure team to adapt our office systems to the changing needs of teams and how they work.

What We Are Looking For:

  • 5+ years experience in the technology profession focused on IT technical support.
  • Leadership experience in the field of IT technical support is preferred.
  • Experience supporting a wide variety of technologies including but not limited to: PC and server hardware, networking, file storage, security, media and conference systems, printers, phone systems, remote employees, and Microsoft Active Directory.
  • Ability to be flexible and focused in a fast-paced environment.
  • Ability to break down technical topics into language comfortably understood by a broad audience.
  • Strong collaboration and communication skills, both verbal and written, that foster an inclusive and professional environment.
  • Systematic, analytical, and critical thinker who is not afraid to ask questions

Why Niche?

  • Full time, salaried position with competitive compensation
  • Comprehensive health plan, including vision and dental, provided at no cost to the employee.
  • 20 PTO days, 10 Paid Holidays and 3 Volunteer Days Off per year
  • Parental leave
  • Stock options and 401(k)
  • Your ideas and work will make an immediate impact on our company and millions of users

Niche will only employ those who are legally authorized to work in the United States without sponsorship now or in the future for this opening.

Candidates only.  No recruiters or agencies, please. All of our open positions are located in our Pittsburgh, PA office. Sorry, we do not offer relocation assistance.

Niche is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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Working at Niche

Niche is a small team based in Pittsburgh, Pennsylvania. We’re a unique blend of data scientists, engineers, parents, and “yinzers” who are looking for exceptional talent to grow our company. Read more about Niche and check out our team page.

We believe people’s lives are made better by having the right resources to inform their biggest life decisions. Your ideas and work will make an immediate impact on our company and millions of users.

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