Manager, IT Support

About the role

Anthropic is seeking a Manager, IT Support to lead its Americas support team. The role oversees all employee technology needs, from the Claude‑backed support assistant to hardware swaps and executive‑level assistance. You will shape a new support model and ensure a seamless, secure experience for staff across multiple locations.

Key responsibilities

• Lead, coach, and develop IT Support Engineers in San Francisco, New York, and Seattle.
• Recruit and grow the team, including engineers dedicated to executive and board support.
• Own in‑office coverage, queue health, service‑level attainment, and routing rules for the Americas.
• Drive performance against metrics such as first‑touch resolution, response time, and employee satisfaction.
• Run and staff the Americas on‑call rotation within a global follow‑the‑sun model.
• Coordinate escalations with specialist operations, IT Engineering, Security, People Ops, and Workplace teams.
• Protect engineering time for automation while maintaining queue performance.
• Travel regularly to San Francisco and occasionally to Seattle to support office operations.

Required profile

• 7+ years of experience in IT support and operations.
• 3+ years of experience managing a support team.
• Proven ability to hire, coach, and develop technical engineers.
• Strong track record of meeting service‑level objectives and improving support metrics.
• Excellent collaboration skills with cross‑functional teams such as Security and Workplace.

Required skills

• IT support operations
• Hardware troubleshooting
• Service desk ticketing systems