IT Support Manager

| Greater NYC Area

Our mission is to serve cancer patients and our customers by dramatically improving treatment and accelerating research. Our team is building a disruptive, oncology-specific software platform that connects cancer centers across the world on a common technology infrastructure to address key healthcare challenges.

This NYC based role supports users in our NYC & SF office as well as a population of remote workers. In this role you will manage, develop, and coach a team of 5 IT Support Engineers and help us build a service-focused support experience for our employees.

A typical day will include ensuring that all support tickets are assigned, working with the IT support team to ensure SLA and targets are being met, responding to support requests (yes, you’ll also be supporting our employees), account administration, and contributing to the varying “whatever it takes to get the job done” needs of our team. We are a small, growing team which means there are changing priorities, and plenty of opportunities for you to learn and contribute.

As an IT Support Manager you will:

  • Manage and develop our IT Support staff.
  • Triage and manage our IT Support ticket queue.
  • Mature the management of IT tickets by improving ticketing workflows, SLA’s, developing target metrics, and producing weekly/monthly reports that identify key performance indicators.
  • Provide day-to-day support and troubleshooting of Mac OSX, Windows 10, Chromebooks, desktop applications, and conference room hardware.
  • Lead initiatives to mitigate endpoint security risks, improve endpoint provisioning and capabilities, and deploy tools that help productivity and accessibility.
  • Update and add new documentation for our employees in our knowledge base, workflows, and playbooks.
  • Participate in our on-call support rotation which includes after-hours support, new hire onboarding duties, offboarding duties for exiting employees, and event A/V support.
  • Provide guidance and technical mentorship to our IT support engineers.

About you:

  • You have 5+ years experience in enterprise IT Support and 3+ years as a people manager.
  • Administration, configuration, and use of Jira Service Desk, Service Now, Samanage, or similar service desk systems.
  • Heavy experience managing a computer fleet using JAMF & SCCM/GPOs.
  • GSuite, Bettercloud, Zoom, Okta, and Slack experience.
  • You have a thorough understanding of network protocols and services: TCP, UDP, TCP/IP, DNS, DHCP.
  • Operational experience supporting and managing Active Directory, Windows domains, and GPOs.
  • Don’t necessarily follow the same recipe all the time. You challenge the status quo and optimize when it makes sense.
  • You are customer service driven and excel at providing the best possible user support experience.

Bonus points:

  • Microsoft Certified (in any area)
  • JAMF Certified
  • Apple Certified Mac Technician (ACMT) certification.
  • GSuite Administrator certification.
  • Experience supporting Zoom video conference or similar technologies.
  • A/V experience with Crestron, Extron, and Zoom Room hardware.
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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • PostgreSQLDatabases

Location

Flatiron Health has returned to Soho. We're right next to Trader Joe's! Soho is filled with boutiques, fancy chain stores and art galleries.

An Insider's view of Flatiron Health

What’s the vibe like in the office?

The most exciting part of being in my company is solving a real problem at scale through serious collaboration. Oncologists, software engineers, statisticians, business folks, etc. all have to come to the table together, as equals, to figure this one out. And we are doing it.

Amy

Chief medical Officer

What kinds of technical challenges do you and your team face?

An engineer and oncologist work together over several weeks to build an algorithm from a naive prototype to a highly specialized and flexible rule set that can accurately represent the lines of therapy for 95% of patients within a specific disease subset.

Abhishek

Software Engineer

How does the company support your career growth?

As engineering manager, I am invested in the professional development of the people I work with. I train team members by pulling them out of their comfort zones to the uncomfortable territory. At Flatiron, it is one of our values - greatness and comfort rarely co-exist.

Kevin

Software Engineering

What is your vision for the company?

At Flatiron, we believe that learning from the experience of every cancer patient is an imperative — it is the key to accelerating research and continuing to improve the quality of care. Our mission is to serve cancer patients and our customers by dramatically improving treatment and accelerating research.

Zach Weinberg

Co-Founder, President and COO

What's the biggest problem your team is solving?

Instead of studying the cells, I now have the opportunity to write about the patients. I can tell their stories through the research lens and enable them to advance clinical cancer research through their experiences. I certainly never lose sight of the human behind the cell anymore.

Rana

Medical Writer

What are Flatiron Health Perks + Benefits

Flatiron Health Benefits Overview

Flatiron’s holistic employee experience program translates our values into reality. We cater to the well being of our employees both mentally and physically to promote a culture where wellness is at the forefront. By managing weekly mental wellness programs, monthly office wide fun and fitness classes, we give employees the opportunity to directly incorporate a mindful balance into their day to day life.

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Paid Volunteer Time
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Daily catered meals
Stocked Kitchen
Endless snacks & beverages
Happy Hours
Professional Development Benefits
Job Training & Conferences
Robust learning & development curriculum. Participate at industry events.

Additional Perks + Benefits

On a monthly basis, we host a Wellness Day that includes massages, manicures, and meditation sessions. We often set up booths for local wellness organizations and fund on site and off site fitness classes. We also host a bi-weekly meditation in the office.

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