CaseWorthy, Inc.

Compensation

Full Description

Job Description: • Own and evolve the internal IT roadmap and strategy in support of the organization's broader business and engineering goals. • Manage, mentor, and grow the IT Support & Operations Engineer team, including hiring, training, and creating a clear career path. • Mature, document, and manage the internal IT support program, ensuring tickets are triaged and resolved in a timely manner commensurate with the needs of the business. • Develop, maintain, and report on key performance indicators (KPIs) for internal IT services, holding the team and supporting vendors accountable to these KPIs. • Own the security and compliance posture of CaseWorthy's internal IT environment, ensuring policies (patching, endpoint protection, access control) are implemented, enforced, and audit-ready. • Serve as the escalation point for complex IT support and operations issues, and stay hands-on with tools such as Microsoft Intune, Entra ID, and Windows administration when needed. • Coordinate with Human Resources to ensure a smooth new-hire and termination process from an IT standpoint (provisioning, deprovisioning, and equipment logistics). • Develop and manage the internal IT budget, including software/hardware licensing and related IT expenditures, to optimize spend and ensure the company gets the most value. • Maintain an accurate and up-to-date inventory of all IT assets, and maintain proof of decommissioned assets. • Develop, propose, and maintain laptop hardware and software standards; manage refresh cycles in accordance with budget. • Facilitate and manage IT vendor selection, procurement, and onboarding processes. • Report to the IT Governance Committee monthly on IT vendor performance, progress against IT program goals, and status of ongoing projects. • Ensure appropriate coverage of support across globally distributed working hours (US and India), and set clear escalation paths to hardware and software vendor support when needed. • Champion a culture of collaboration, automation, continuous improvement, and shared ownership between IT, DevOps, and security teams. • Ability to travel nationwide, up to 10% annually. • Perform other duties as assigned. Requirements: • 5+ years of experience in IT operations or IT service management, including 2+ years in a lead, supervisory, or team-management capacity. • Strong knowledge of IT service management frameworks; ITIL certification is strongly preferred. • Hands-on experience with the following technologies: Microsoft Intune (update and patch management, scripts and remediations, app management). • Microsoft Entra ID (groups, access management). • Windows OS administration (patching, performance, security, troubleshooting). • Ticketing systems (Jira ITSM, ServiceNow, or similar). • Experience managing IT budgets, vendor relationships, and hardware/software asset lifecycle management. • Familiarity with security and compliance frameworks (e.g., SOC 2) and supporting tools such as Tenable or other vulnerability management and endpoint protection platforms. • Strong written and verbal communication skills, with the ability to report to leadership and governance committees. • Excellent analytical skills, attention to detail, and time management. • Great cross-team collaboration and problem-solving skills. • B.S. in IT, Computer Science, or related field, or equivalent experience. Benefits: