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This is IT at Lattice

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.

The ideal candidate will be a proactive problem-solver with expertise in IT service management (ITSM), incident resolution, and process optimization. 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. 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!

What you’ll do:

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.

What You Will Bring to the Table:

• 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.

Bonus Points:

• • 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).

The estimated annual cash salary for this role is $124,000 - $146,000. This position is also eligible for incentive stock options, subject to the terms of Lattice’s applicable plans.

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: Medical insurance; Dental insurance; Vision insurance; Life, AD&D, and Disability Insurance; Emergency Weather Support; Wellness Apps; Paid Parental Leave, Paid Time off inclusive of holidays and sick time; Commuter & Parking Accounts; Lunches in the Office; Internet and Phone Stipend; One time WFH Office Set-Up Stipend; 401(k) retirement plan; Financial Planning; Learning & Development Budget; Sabbatical Program; and Invest in Your People Fund

*Note on Pay Transparency:

Lattice provides an estimate of the compensation for roles that may be hired as required by state regulations. Compensation may vary based on (a) location, as Lattice factors in specific location when benchmarking compensation for most roles; (b) individual candidate skills and qualifications; and (c) individual candidate experience.

Additionally, Lattice leverages current market data to determine compensation, so posted compensation figures are subject to change as new market data becomes available. The salary, other compensation, and benefits information is accurate as of the date of this posting. Lattice reserves the right to modify this information at any time, subject to applicable law.