IT Manager, AllTrails

• 7+ years of IT experience, 4+ years management experience, corporate systems, or internal technology roles
• Experience stabilizing IT operations after a period of rapid growth
• Prior experiences with AI tooling configuration
• Broad experience across MDM, Identity and Access Management, and Security
• Demonstrated ability to mature IT operations. Examples might include implementing SLAs, reducing ticket resolution times, or automating provisioning workflows
• Player-coach mentality with high personal ownership. You know when to be hands on without being a bottleneck, you invest in your team, and you build trust across the org by following through consistently

Desirable

• AllTrails is the app for exploring the outdoors. We help people spend more time outside by connecting them to their next adventure. AllTrails is home to the world’s largest outdoor community, with members and trails around the globe, and supports inclusive access to nature. Every day, we solve incredibly hard problems to get more people outside, for their wellbeing and the collective care of the natural world. Join us!
• This is a player-coach role where you'll directly shape AllTrails' IT environment while mentoring 1-2 direct reports. This role reports to the Senior Manager of DevOps & Security
• Lead and manage the company’s IT function, including help desk operations, endpoint management, identity and access management, and core business systems
• Management/configuration of our AI tools: Own the rollout, configuration, and governance of AI productivity tools across the organization (ie: Glean and Claude Code), including access policies, usage guidelines, and cross-functional alignment with Security and Engineering
• Support and close inbound tickets within SLA limits
• Manage and develop IT team members, including prioritization, coaching, performance management, and career growth
• Define and manage IT roadmap
• Implement projects and drive them to delivery
• Own IT service delivery and employee support, with a focus on responsiveness, quality, and continuous improvement
• Oversee onboarding, offboarding, device provisioning, asset lifecycle management, and access reviews
• Establish SaaS lifecycle and procurement governance in partnership with Security and Finance teams
• Partner with Security, People, Finance, Engineering, and compliance teams on policies, controls, audits, and operational processes
• Manage enterprise tools and vendors across areas such as identity, device management, collaboration platforms, and hardware procurement
• Manage IT vendor relationships, contracts, and renewal cycles
• Improve IT processes, documentation, runbooks, and automation to reduce manual work, close gaps, and increase consistency across onboarding, offboarding, and access workflows
• Help define and track IT metrics, SLAs, inventory accuracy, and support trends
• Support company growth by planning scalable systems, support models, and operational standards
• Contribute to incident response, business continuity, and compliance-related initiatives as needed