IT Help Desk Manager, Kin Insurance

• 3–5 years of experience in IT support, including at least 1–2 years leading or supervising a team
• Proven experience managing a help desk or IT support function in a fast-paced environment
• Hands-on experience with ITSM platforms (e.g., Jira Service Management, Zendesk, ServiceNow)
• Strong knowledge of macOS and Windows environments, SaaS administration, and endpoint management
• Experience with identity and access management tools (e.g., Okta, JumpCloud)
• Experience using JumpCloud for directory and device policy management
• Experience with BetterCloud for SaaS operations and workflow automation
• Working knowledge of networking fundamentals, including VPNs, firewalls, and troubleshooting
• Ability to analyze operational data and translate insights into action
• Clear, effective communication skills with both technical and non-technical stakeholders

Desirable

• We’re looking for a Help Desk Manager to lead and evolve our IT support function as Kin continues to scale. This role exists to ensure employees receive fast, reliable, and high-quality technical support while building systems, processes, and a team that can grow with the business
• You’ll operate at the intersection of people leadership, service delivery, and operational excellence — owning the performance of the help desk while partnering closely with Security, Engineering, and People teams. This is a high-impact role where your work directly shapes employee experience, productivity, and trust in IT
• This role requires Chicago-based candidates. The Help Desk Manager works on-site at our Chicago office at least once per week, and must be able to reach the office quickly in the event of an urgent need
• Additionally, during catastrophe (CAT) events — when Kin onboards large groups of independent adjusters to respond to weather events — this role provides extended support coverage seven days a week. This is a real and recurring part of the job, and we want candidates to come in with a clear picture of what that looks like
• Lead, coach, and develop a team of Help Desk Analysts and interns, driving accountability, engagement, and continuous improvement
• Own help desk operations end-to-end, including ticket queue management, SLA definition, and service quality outcomes
• Establish and optimize workflows, runbooks, and escalation paths to improve efficiency and reduce resolution times
• Track, analyze, and report on key performance metrics (CSAT, SLAs, time-to-resolution), using insights to drive improvements
• Administer and enhance ITSM tools and platforms to support scalable service delivery
• Identify and implement automation opportunities to reduce manual effort and improve team productivity
• Own the IT onboarding and offboarding experience, ensuring seamless device provisioning, access setup, and returns
• Manage hardware inventory and vendor relationships, ensuring accountability, cost-effectiveness, and SLA adherence
• Partner cross-functionally with Security, Engineering, and People Ops on access management, compliance, and workflows
• Support audit readiness and compliance requirements (e.g., SOC 2, SOX) through strong documentation and controls
• Coordinate support coverage and prioritization during high-demand periods, including catastrophe (CAT) events
• In your first 6–12 months at Kin, success is less about checking boxes and more about the impact you create. You’ll use your skills and judgment to take ownership of meaningful work, improve how we operate, and help move Kin’s mission forward. Along the way, you’ll deliver outcomes that make a real difference for both Kinfolk and the homeowners we serve
• By the end of your first year, you should feel confident in your role, trusted as an owner, and proud of the progress you’ve helped make
• Help desk SLAs are clearly defined, consistently met, and transparently reported
• The team is engaged, growing, and operating with strong ownership and accountability
• Onboarding and offboarding processes are seamless, documented, and audit-ready
• Measurable improvements in efficiency are achieved through automation and process optimization
• Stakeholders across the business view IT support as proactive, reliable, and high-impact

• Deadline to Apply: May 29, 2026 at 5:00 AM GMT+1
• We believe a great hiring experience should be clear, respectful, and human. We’ll accept applications for this position until May 29, 2026. While our recruiting team uses AI tools for efficiency, resumes are still screened by Kin’s in-house recruiters, and candidate evaluations and hiring decisions are made by recruiters and hiring teams. Rest assured, real people make real decisions
• The hiring process and timeline for each role will vary, depending on the position. However, here are some things you can expect from us:
• Prompt updates and feedback following interviews
• Interviews with recruiters, hiring managers, and members of teams
• Skills assessment relevant to the position, if applicable
• Genuine, thoughtful human interaction at every step