IT Manager

About the Role

The IT Manager owns UPSTACK’s internal IT operations, serving as the primary point of accountability for endpoint management, internal technology projects, and UPSTACK’s outside vendor and MSP relationships — including the managed IT support provider, AV/conferencing, telecom, hardware, and software vendors. This role ensures service quality, SLA adherence, and cost-effectiveness across those partnerships, while planning and leading internal IT projects such as platform transitions, network upgrades, and hardware refresh cycles from scope through execution.

The ideal candidate brings hands-on experience managing Jamf and Microsoft Intune across a mixed device fleet, is comfortable directing outside vendors and an MSP helpdesk to consistent service standards, and holds an active CISM (Certified Information Security Manager) certification. This person can translate security and compliance requirements — including UPSTACK’s migration to Microsoft Entra ID Conditional Access — into practical endpoint and identity management practices.

Location Preference:

Remote

Key Responsibilities

Vendor & MSP Relationship Management

Serve as the primary owner of UPSTACK's outside vendor support services relationship: manage day-to-day engagement, ticket escalations, service quality, and SLA adherence
Manage other outside support vendors (AV/conferencing, telecom, hardware suppliers, software resellers), including scopes of work, deliverables, and accountability
Review Help Desk and vendor performance, invoices, and contract renewals; recommend changes or replacements where service or cost falls short
Act as the escalation point between UPSTACK employees and the MSP helpdesk, ensuring issues are routed, tracked, and resolved to standard
Internal IT Project Leadership

Plan and lead internal IT projects end to end, including platform transitions (e.g., Okta and Microsoft Entra ID), network upgrades, hardware refresh cycles, and new tool rollouts
Define project scope, timelines, and budgets; coordinate execution across the MSP, outside vendors, and internal stakeholders
Communicate project status, risks, and outcomes to business stakeholders
Helpdesk & Support Oversight

Own endpoint management across the fleet: Microsoft Intune for Windows devices and Jamf for Mac devices, including configuration profiles, compliance policies, app deployment, and patching
Administer and oversee internal RMM tooling for monitoring, alerting, patch automation, and remote support
Oversee the device lifecycle: procurement, provisioning, new-hire staging, refresh, retirement, and recycling logistics
Handle escalated, sensitive, or high-visibility issues directly, delivering white-glove support for senior leadership and board members, including board meeting AV

Technology Stack & Security

Administer and support UPSTACK's core stack: Microsoft 365, Intune, Jamf, Cisco Meraki, Okta, and Microsoft Entra ID

EDUCATION

Required Licenses | Certifications | Degree:

CISM (Certified Information Security Manager) certification required; no specific degree required — equivalent IT management or technical leadership experience considered
Preferred Licenses | Certifications | Degree:

Microsoft MD-102 (Endpoint Administrator Associate)
Microsoft AZ-104 (Azure Administrator Associate)

CompTIA Security+
KNOWLEDGE

Jamf, Microsoft Intune, and Microsoft Entra ID (all required): hands-on knowledge of Mac device management with Jamf, Windows device management with Intune, and identity and conditional access management with Microsoft Entra ID as UPSTACK migrates to a Zero Trust security model
RMM experience (required): prior hands-on work with RMM platforms (e.g., NinjaOne, Datto RMM, ConnectWise Automate, or similar) for monitoring, patching, and remote support
Knowledge of MSP operating models, SLAs, and vendor/contract management
Knowledge of Microsoft 365 administration and identity platforms, including Okta and Microsoft Entra ID, particularly through platform transitions
Familiarity with networking fundamentals and equipment such as Cisco Meraki
Understanding of IT asset lifecycle management, security best practices, and endpoint compliance standards

SKILLS

Strong vendor and MSP relationship management skills, including performance reviews, escalations, and contract negotiation
Project management skills: scoping, scheduling, budgeting, stakeholder communication, and cross- team coordination
Strong technical troubleshooting and escalation judgment across hardware, endpoints, networking, and conferencing
Excellent verbal and written communication, with the discretion and professionalism to support senior leadership and board members
Organizational skills to manage concurrent projects, vendors, and device inventory

ABILITIES

Ability to lead and manage multiple concurrent IT projects, vendor relationships, and support escalations effectively
Ability to exercise sound judgment in high-visibility, sensitive situations involving senior leadership and board members
Ability to translate business and security requirements, such as the Zero Trust/Entra ID Conditional Access migration, into actionable technical project plans
Ability to hold outside vendors and MSP partners accountable to SLAs and service quality standards
Ability to operate independently while keeping stakeholders informed of project status, risks, and outcomes