IT Support Manager

Crafty elevates workplace food and beverage programs with enhanced services managed in one innovative, centralized platform. Founded in 2015, our mission is to help companies craft better workplaces. From Draft Kings to Robinhood to Zillow, we work with the world's biggest brands to foster a culture of employee connectivity and productivity. Headquartered in Chicago, with offices in New York and the Bay Area, Crafty manages food and beverage programs across 300+ offices, serving more than 300,000 employees per month.

Our commitment to crafting better workplaces starts from within. We are a team of passionate, resourceful, and hard-working trailblazers who love what we do. Our expertise spans technology, food and beverage operations, client success, fulfillment and more. At Crafty, our people are our greatest asset, because it's our people who foster a culture that makes our company a place worth being part of.

And of course, the snacks are the cherry on top!

Join Crafty as our IT Support Manager and lead the strategy, delivery, and continuous improvement of our internal IT support function. Reporting to the CTO, you’ll own the employee technology experience from onboarding through off-boarding, ensuring our distributed team has secure, reliable, and easy-to-use tools and support. You’ll establish service standards, prioritize and resolve escalated support needs, manage user accounts and software licenses, oversee hardware and vendor relationships, and strengthen our network, AV, and security practices.

Additionally, you’ll own setup and support of our Cafe POS system. This role is focused on building scalable processes, training, documentation, and AI-enabled support solutions while partnering with leaders across the business to anticipate needs and deliver a high-quality employee experience that scales with the business.

• People and Service Leadership: Sets a high standard for responsive, empathetic IT support and can coach employees, vendors, and future team members toward consistent execution.
• Strategic Communicator: Communicates technical concepts clearly to audiences at every level and builds trusted partnerships with cross-functional leaders.
• Technical Depth: Brings strong working knowledge of operating systems, device management, identity and access management, SaaS administration (including Slack, Rippling, and Google Workspace), endpoint protection, and basic network and AV systems.
• Systems Thinking and Problem Solving: Diagnoses complex issues, identifies root causes, and designs scalable solutions across interconnected systems—even when the technology is unfamiliar.
• Ownership and Reliability: Demonstrates sound judgment, accountability, and consistency, particularly when handling sensitive access, security incidents, and business-critical issues.
• Program and Change Management: Leads initiatives from strategy through implementation, aligns stakeholders, manages risks and timelines, and drives adoption.
• Operational Excellence: Builds clear processes, service-level expectations, documentation, reporting, and prioritization frameworks that improve the employee experience and team efficiency.
• Hardware and Vendor Management: Manages the hardware lifecycle and vendor relationships to ensure employees have reliable equipment, responsive support, and cost-effective technology solutions.

• Multiple years of experience in IT support, systems administration, or workplace technology, including ownership of an IT support function or major programs
• Experience leading through influence and managing external vendors
• Demonstrated success administering, configuring, implementing, and integrating SaaS systems at scale
• Experience establishing service-management…