IT Support Manager, Crafty
$95-110k
Food and drink management platform for offices
Be an early applicant
Food and drink management platform for offices
201-500 employees
Be an early applicant
$95-110k
201-500 employees
Company mission
To have a positive impact on everyone we work with: our clients, employees, partners, and community.
Role
Who you are
- 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, basic network and AV systems, and experience building within AI
- 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 processes, support metrics, documentation standards, and continuous-improvement practices
- Strong understanding of security principles, identity and access management, endpoint management, and incident response
- Experience evaluating, deploying, and teaching others to use LLMs, AI tools, and automation responsibly and effectively
- Don’t meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply
What the job involves
- 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
- Role Goals:
- Goal #1 Support: Within 90 days of start, the IT Support Manager will then achieve a first response under 4 business hours and resolution within 2 business days on 90%+ of tickets each quarter, as measured by Notion reporting
- Goal #2 Onboarding and off-boarding: Within 6 months of start, the IT Support Manager will standardize and automate onboarding and off-boarding so that 100% of new hires have working hardware and system access on day one, and 100% of departing employees lose access within 1 hour of their separation time, as measured by Rippling records and a monthly access audit
- Goal #3 SaaS and asset audit compliance: Within 9 months of start, the IT Support Manager will build a complete SaaS and hardware inventory and run quarterly access and license reviews, achieving 100% of seats and assets reconciled to an active employee and a named system owner, with zero orphaned accounts, as measured by bi-annual review sign-offs against Rippling, the SaaS inventory, and MDM
- Goal #4 Self-service and AI deflection: Within 1 year of start, the IT Support Manager will build a knowledge base covering the top 25 request types and launch AI-assisted support, deflecting 60%+ of Tier 1 requests without a human, as measured by monthly ticket volume and bot resolution rates
Our take
Crafty aims to put that awkward chat as you make coffee in the office kitchen a thing of the past, with its platform to spice up and manage your office food and drink supplies.
At its core, the idea is simple. Crafty delivers all your food and drink to all your offices, and puts your budgets and data for everything in one place. A simple, but surprisingly unique idea. Where it excels, however, is in its range of kitchen-related services on the platform. The platform adapts to remote and hybrid working models, with food boxes for at-home employees or ‘Crafty Credit’ for the WFH-ers to order supplies for themselves. Need to cater a lunch? Crafty links you up with local suppliers. It even offers to set up and run a mini coffee shop station inside your office.
Crafty has cornered a gap in the market, particularly with its provisions for the burgeoning number of businesses adopting remote or hybrid working. It’s made clients of companies like PayPal, Yelp, and Duolingo, and its 2024 fundraising is focused on accelerating platform development and market penetration.
Steph
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2024
$8.7m
EARLY VC
Apr 2022
$10m
SERIES A
Total funding: $23.4m
Company benefits
- Healthcare plan to cover health, dental, and vision plans
- 401k
- Paid time off
- Equipment certification courses
- Parental leave
- And, it goes without saying, but snacks, beverages, and fun Crafty events are a part of that!
Company HQ
Chicago Loop, Chicago, IL
Leadership
Nathan Rosenstock
(Co-Founder & CEO)Former Management Consultant at McKinsey.
Chris Ritter
(Co-Founder & COO)Previously a Soccer Player, and worked as Technical Committee and Player Advisor at FIFPro.
Jimmy Paul
(Co-Founder & CTO)Formerly Lead Software Engineer at Yello.co and Co-director of Arts & Craft Beer.
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