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IT Support Manager

Red Canary

Aug 25

Who We Are
Red Canary was founded to create a world where every organization can make its greatest impact without fear of cyber attack. Our combination of market-defining technology, processes, and expertise are preventing breaches every day. We are completely changing the way security is delivered and setting the new standard for security. If our mission resonates with you, let’s talk!  

What We Believe In
- Do what’s right for the customer
- Be kind and authentic
- Deliver great quality
- Be relentless

Challenges You Will Solve
As our IT Support Manager you will be responsible for leading and growing a team of IT support professionals that enable Red Canary employees to make their greatest impact. With your solid understanding of support processes, human-centered leadership and steadfast pursuit of great user experiences, you will build an elegant, world-class IT support program that allows Red Canary to continue to grow, adapt quickly and be a strong security ally to our customers.

Please note candidates local to Denver are preferred.

What You'll Do

    • Lead a team of IT Support professionals that enable Red Canary’s success
    • Employ hands-on leadership with your team to build solutions and address technical hurdles
    • Encourage and develop the IT support team to grow and challenge themselves
    • Create a world-class employee onboarding experience
    • Devise elegant support solutions that empower users to succeed
    • Employ innovative approaches to knowledge management and sharing
    • Identify informal processes and make them documented, repeatable, and scalable
    • Uphold great security guidelines with a focus on enablement
    • Build relationships with key partners throughout the company
    • Define metrics that measure the effectiveness and impact of your team

What You'll Bring

    • 3+ years of demonstrated success leading an IT support team
    • Experience implementing and supporting various methods for successful communication between a support team and users/customers e.g. ticket system, chat, email
    • Experience implementing and supporting various methods for sharing knowledge, including chatbots and guides that enable users to help themselves
    • A relentless passion for empathizing with and building elegant, innovative technology solutions for the Customer
    • A demonstrated ability to build and develop a team of engaged professionals
    • A demonstrated ability to navigate ambiguity and prioritize individual and team effort
    • Experience providing technical support in a wide variety of technologies including MacOS, ChromeOS, iOS and Android
    • A desire to work with a wide variety of partners to build human-centered technology solutions
    • A positive attitude and default to action. If you see something that may negatively impact the customer experience, you dive right in, isolate the issue, and ensure we do whatever it takes to eliminate it.
    • Excellent written and verbal communication skills, able to describe complex challenges in a concise and friendly manner.
Targeted base salary range: $115,000-$135,000 + bonus eligibility and equity depending on experience.


Why Red Canary?
Red Canary is where people embody our mission to improve security outcomes for all. People work hard to maintain a culture that encourages authenticity in order to do your best work. Our people are driven and committed to finding the best security outcomes, delivering real and actionable answers, and being transparent along the way. 

At Red Canary, we offer a very rich benefits program to our full-time team members so they can focus on their families and improving our customers’ security. For a full list of benefits, please review our Benefits Summary:
https://redcanary.com/wp-content/uploads/2021/01/Benefit-Summary-Red-Canary.pdf 

Individuals seeking employment at Red Canary are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.