Senior IT Services Manager, Forge
$165-175k
+ Annual bonus
More information about location
2-3 days a week in office
Stock market for private companies
Be an early applicant
Stock market for private companies
201-500 employees
Be an early applicant
$165-175k
+ Annual bonus
More information about location
2-3 days a week in office
201-500 employees
Company mission
To power an accessible, liquid , and transparent private market.
Role
Who you are
- The ideal candidate brings strong experience with ITIL-based service management practices, hands-on familiarity with Jira Service Management (or similar platforms), and a proven ability to use data to continuously improve service delivery, optimize resources, and enhance the employee experience
- Knowledge in technical support areas to include:
- Operating systems: macOS and Windows environments
- Identity: Okta, Active Directory
- Service Desk Tools: Atlassian Jira Service Desk, Confluence
- Collaboration & Productivity: Office Suite: Microsoft Office 365, Zoom, Slack, RingCentral
- Endpoint & SaaS Support: Device provisioning, SaaS administration, and troubleshooting across a modern workplace stack
- 8+ years of experience in IT support or End User Services, with 3+ years in a leadership role
- Strong working knowledge of ITIL / ITSM frameworks and service delivery best practices
- Proven ability to lead teams, manage performance, and drive operational improvements
- Strong communication, stakeholder management, and decision-making skills
- Experience managing escalations and making decisions with urgency in high-pressure environments
- Bachelor’s degree in a technical field or equivalent practical experience
- Experience in financial services or other regulated industries strongly preferred
- Physical requirements: operate a computer for 8 hours per day; give and receive detailed information through verbal and written communication
What the job involves
- We are seeking an experienced Senior Manager, IT Services to lead a high-performing End User Services team delivering exceptional customer service and technical support to our workforce in a 100% SaaS environment
- This role is responsible for overseeing service desk operations across a hybrid environment, ensuring reliable, secure, and scalable workplace technology solutions that drive employee productivity and business success
- This role plays a critical part in ensuring that employees have a seamless, secure, and productive technology experience
- By combining operational excellence with strategic leadership, the Senior Manager, IT Helpdesk Support will directly influence business efficiency, employee satisfaction, and the company’s ability to scale in a regulated financial environment
- Lead, mentor, and develop a distributed End User Services / Helpdesk team supporting multiple U.S. locations
- Foster a culture of accountability, customer service excellence, technical expertise, and continuous improvement
- Oversee day-to-day Helpdesk operations, ensuring timely resolution of incidents, requests, and escalations while driving improvements in service delivery, workforce satisfaction, and operational effectiveness
- Define, implement, and monitor service metrics, KPIs, and SLAs to ensure high-quality service delivery
- Partner with IT infrastructure, security, and business application teams to resolve complex, cross-functional issues
- Manage licensing strategy, usage forecasting, contract negotiation, and vendor performance reviews
Our take
Corporate stock options are a competitive advantage for companies wishing to attract and motivate top talent. The option of early liquidity proves to be an enticement, especially when startups tend to postpone going public for so long.
Forge offers companies, their employees, investors, and institutions a means of selling their shares in a pre-IPO stock market, allowing private shares to be traded as freely as public company shares. Forge aims to standardize and bring speed to trades in the private market.
Big rivals include Carta and the Nasdaq Private Market, while others such as EquityZen, Zanbato, and Industry Ventures also pose threats. To strengthen its position in this bustling marketplace, Forge is focused on partnerships and new products; launching products such as Forge Intelligence, its first data product, and Forge Company Solutions. The company is also expanding its global reach through partnerships with Wells Fargo Securities and Deutsche Börse.
Freddie
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2021
$150m
LATE VC
Jan 2019
$35m
SERIES B
Total funding: $238.5m
Company benefits
- Health and wellness: Medical, dental, and vision are available to all employees.
- Smart savings: 401k plan, life insurance, HSA and FSA, and pre-tax mass transit and parking benefits.
- Ownership: Equity is offered to all qualifying employees.
- Life balance: New parent leave and generous time off.
- We grow with you : We encourage and support your growth through education, training, and mentorship.
- Relationship building: Team lunches, employee interest groups, and company celebrations.
- Community and culture: Employee-led resource groups, volunteering, and community service.
- Rewards and recognition: Continuous recognition of our employees’ milestones, wins, and hard work.
- Food and snacks: Healthy snacks, drinks, and weekly lunches when in the office.
Company HQ
Financial District, San Francisco, CA
Leadership
Kelly Rodriques
(CEO)Former CEO of Pensco and Founder of Operative Capital. Previous Operating Partner with Ignition Growth Capital and CEO of Blowtorch Entertainment. Successfully started and co-invested with accomplished venture capitalists in early-stage technology companies. Serves as a board member and advisor to several growth companies in technology-enabled service sectors.
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