Senior IT Manager

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November 21

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firsthand

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Healthcare Insurance • Wellness

Firsthand is dedicated to transforming care, support, and access for individuals living with serious mental and physical health challenges. Through the shared lived experiences of its team members, the company strives to build trust and deliver better care for those in need, recognizing the value of personal experiences in mental health care. Firsthand offers guidance and support to help individuals navigate their medical, behavioral, and social needs, aiming to break down barriers and stigma associated with mental health.

51 - 200 employees

⚕️ Healthcare Insurance

🧘 Wellness

📋 Description

• Manage and grow a high-performing IT team with a focus on mentorship, support, and collaboration • Oversee day-to-day internal IT operations, ensuring smooth delivery of support, systems, and tools across a hybrid, multi-platform environment (Mac, Windows, Chromebook) • Serve as the primary internal point of contact for IT, building strong relationships across clinical, operational, and technical teams • Lead the selection and rollout of modern ITSM and collaboration tools (e.g. Slack-based support workflows, automated onboarding/offboarding) • Own the IT support function, ensuring adherence to SLAs, and report regularly on IT performance, trends, and opportunities using insights from the ITSM platform • Partner closely with Information Security to implement and operationalize security policies, tooling, and compliance initiatives • Support and scale IT for new clinical location openings — managing equipment, networking, and cross-functional coordination • Develop and optimize IT processes for automation, efficiency, and service delivery — including vendor management and ticketing integrations • Act as a technical backup for the IT team as needed to ensure continuity of service • Collaborate with leaders across People, Finance, and Operations to expand shared service models and extend support practices across departments

🎯 Requirements

• 5+ years of experience in IT, including 2+ years managing or mentoring technical teams in a fast-paced, high-growth environment • Proven ability to manage IT operations across a hybrid environment (Mac, Windows, Chrome OS) with a strong focus on end-user experience • Hands-on expertise with Google Workspace, Slack, and Meraki or other networking solutions • Experience administering or implementing ITSM platforms and reporting on IT performance, SLAs, and support metrics • Demonstrated success collaborating with Information Security on policy implementation, audit support, and compliance readiness • Strong project management skills — able to lead cross-functional initiatives from discovery through execution • Excellent communication and stakeholder engagement skills; able to work across technical and non-technical teams • Comfort rolling up your sleeves to backfill technical team members when needed, without losing sight of the bigger picture

🏖️ Benefits

• physical and mental health • dental • vision • 401(k) with a match • 16 weeks parental leave for either parent • 15 days/year vacation in your first year (this increases to 20 days/year in your second year and beyond) • supportive and inclusive culture