IT Manager, Lattice
$124-146k
This position is also eligible for incentive stock options, subject to the terms of Lattice’s applicable plans.
Employee success platform
Job no longer available
Employee success platform
501-1000 employees
Job no longer available
$124-146k
This position is also eligible for incentive stock options, subject to the terms of Lattice’s applicable plans.
501-1000 employees
Company mission
Lattice's mission is to build cultures where employees and their companies thrive.
Role
Who you are
- The ideal candidate will be a proactive problem-solver with expertise in IT service management (ITSM), incident resolution, and process optimization
- If you’re someone who is driven, passionate about the latest technologies (AI, anyone?), and enjoys solving impactful problems at a high-growth company, we would love to hear from you!
- 5-7 years of experience in a similar position & 1-2 years leadership experience, with a focus on IT service delivery and process optimization
- Proven expertise in IT service management (ITSM), ticketing systems, and SLA enforcement
- Experience managing escalations, root cause analysis, and problem resolution
- Strong understanding of endpoint management, identity & access management (IAM), and automation
- Ability to drive self-service IT initiatives and AI-powered IT support tools
- Strong leadership, communication, and stakeholder collaboration skills
- Strong experience with automating onboarding and offboarding processes
- You are hands-on and willing to get into the trenches of IT Support
Desirable
- Experience implementing self-service IT portals, IT AI Support Automation and IT workflow automation
- Knowledge of ITIL frameworks, SOC 2, ISO 27001, and IT compliance standards
- Familiarity with ITSM platforms (Jira, or similar)
What the job involves
- As a Support Manager, IT at Lattice, you will be responsible for ensuring employees receive efficient, responsive, and proactive IT assistance
- This role is responsible for managing escalations, improving support workflows, and driving automation to deliver a friction-free employee experience
- They will own IT support operations, ensuring issues are swiftly resolved, escalations are effectively managed, and employee productivity is maximized
- This is an amazing opportunity to join a small but mighty team and develop best practices and tooling strategies while also helping scale the maturity of the IT support function as the business grows
- IT Support Leadership & Operations
- Own and lead IT support services, ensuring timely issue resolution and minimal disruptions
- Develop and enforce IT service level agreements (SLAs) and key performance indicators (KPIs)
- Oversee ticketing system management, ensuring effective tracking, prioritization, and resolution
- Managing Escalations & Proactive Problem-Solving
- Coordinate with IT Engineering to resolve escalated issues, ensuring long-term fixes rather than repeated workarounds
- Identify systemic IT issues, develop solutions, and implement process improvements to prevent recurring problems
- Establish root cause analysis (RCA) practices to improve IT reliability
- Employee Experience & Friction-Free IT
- Ensure IT support services enhance the employee experience, removing technology roadblocks
- Implement and refine onboarding support, ensuring seamless provisioning of IT resources for new hires
- Develop self-service IT solutions to enable employees to troubleshoot minor issues independently
- IT Support Process Optimization & Automation
- Automate IT support workflows to improve efficiency and reduce manual workload
- Standardize IT troubleshooting procedures, knowledge base articles, and training materials
- Drive adoption of AI-based IT support tools for faster issue detection and resolution
- Team Leadership & Development
- Lead, mentor, and develop a high-performing IT Support Team
- Foster a culture of continuous improvement, encouraging innovation in IT support processes
- Provide training and development opportunities to enhance team capabilities
Our take
Modern HR departments face many challenges, such as maintaining employee engagement, often across a distributed workforce. Lattice’s people success platform solves this problem.
Lattice enables companies to launch effective performance review cycles, implement OKRs and facilitate manager meetings, all of which are proven to drive engagement and productivity. Lattice’s solutions are now trusted by over 4,000 business leaders, including executives at Reddit, Slack and Cruise. The company is now valued at over $3 billion, which is testament to industry confidence in its product.
Lattice has launched a London office, which will accelerate its international expansion, aided by 2022's series F funding. Scaling in this way will be an instrumental part of their future success, allowing it to compete with the rival HR software providers, and become central to carving out the new world of work.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
109% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jan 2022
$175m
SERIES F
Mar 2021
$60m
SERIES E
Total funding: $329.4m
Company benefits
- Continuous learning reimbursements
- Equity
- Flexible vacation/time-off policy
- Work from home opportunities
Company HQ
Rincon Hill, San Francisco, CA
Leadership
Eric Koslow
(Board Member)Recently co-founded and acted as CEO for VStream. Previously worked as Director of Technology at FoundersCard, and Software Company at 8th Light. Was Lead Developer at Teespring.
Jack Altman
(Chairman)Started out as an Analyst at Gleacher & Company, and was VP of Business Development at Teespring.
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