IT Service Delivery Specialist

Who We Are

Parenting isn't picture-perfect. It's messy, hilarious, exhausting, and life-changing - sometimes all before noon. That's where we come in.

Founded in 2014 by our CEO Chelsea Hirschhorn, Frida was built to make the raw reality of parenting a little easier to navigate (and a lot less overwhelming). It all started with one legendary snot-sucker - the Nose Frida - and has grown into a 200+ product lineup that supports families through every stage: from fertility and postpartum recovery to baby care and beyond.

We don't shy away from the stuff no one else wants to talk about - nipple pain, diaper blowouts, or the emotional roller coaster that comes with keeping a tiny human alive. We call it like it is, solve the problems that actually matter, and build products that help parents feel seen, supported, and totally capable.

You can now find Frida products in 50+ countries and thousands of stores across the U.S., from the biggest national retailers to your neighborhood grocery aisle.

Under Hirschhorn's leadership, Frida has become a category leader by challenging taboos, championing honesty, and supporting families at every stage of parenthood and beyond, earning acclaim on TIME's 100 Most Influential Companies, TIME Best Inventions, Fast Company Most Innovative Companies and Fast Company Brands That Matter. But the real win? Knowing we're helping parents everywhere feel a little more human and a little less alone.

How You Will Make an Impact

Frida is looking for an IT Service Delivery Specialist to lead IT service delivery and internal customer engagement. This role acts as the face of IT for internal users, focusing on creating a seamless support experience across all devices, applications, and service channels. The ideal candidate will embrace a 'customer-first' mindset, consistently looking for ways to enhance user satisfaction, increase IT solution adoption, and improve day-to-day service operations.

This role is also responsible for managing endpoint lifecycle, including provisioning, maintenance, and retirement of user devices and hardware across the company. A key dimension of this role is partnering with the People team to co-own and continuously refine the IT onboarding journey, ensuring every new employee and contractor has a seamless, well-coordinated technology experience from day one.

IT Support Operations

• Serve as the primary IT point of contact for internal customers, managing the lifecycle of support tickets and service requests.
• Support user access provisioning, password resets, and license management across core tools like Office 365, G-Suite, and SaaS platforms.
• Establish and track kpi's for IT service delivery, to identify common themes in requests or issues.
• Evaluate, improve, and drive self-service initiatives through automation, knowledge bases, and FAQ workflows to reduce friction and response time.
• Partner with SaaS vendors to manage support escalations and ensure business continuity of applications.
• Collaborate with IT leadership and infrastructure teams to support cross-functional initiatives involving end-user systems.
• Assist with Microsoft & Google Workspace configurations including user management, license management & conditional access policies.
• Assist & support in strategy proposals for improving SaaS provisioning, adoption, governance, including recommendations for access controls & license optimization.
• Partner with IT vendors and managed service providers to maintain established process and support IT initiatives.

Onboarding & Training

• Partner with the People team to continuously refine the IT x People onboarding journey for employees and contractors.
• Ensuring device readiness, system and application access are setup.
• Conduct onboarding sessions to ensure new hires are equipped with the knowledge and tools needed to perform at the highest level.
• Support definition of a continuous user training program in collaboration with the Program and PPM teams, aligning content with evolving tools and workflows.
• Champion a 'customer-first' experience by delivering empathetic, clear, and proactive communication throughout all user interactions.
• Gather feedback on IT onboarding and…