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The Senior IT Manager leads IT operations, manages support teams, and drives IT systems and processes for a hybrid organization. Key responsibilities include mentorship, collaboration across teams, and ensuring delivery of IT services and tools.
firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists and clinicians. Our teams focus on meeting each individual where they are and walking with them side by side as a trusted guide and partner on their journey to better health.
firsthand's team members use their lived experience to build trust with these individuals and support them in reconnecting to the healthcare they need, while minimizing inappropriate healthcare utilization. Together with our health plan partners, we are changing the way our society supports those most impacted by SMI.
We are cultivating a team of deeply passionate problem-solvers to tackle significant and complex healthcare challenges with us. This is more than a job—it's a calling. Every day, you will engage in work that resonates with purpose, gain wisdom from motivated colleagues, and thrive in an environment that celebrates continuous learning, creativity, and fun.
At firsthand, we're on a mission to transform behavioral healthcare - and delivering a seamless, secure, and scalable technology experience is critical to that work. As our Senior IT Manager, you'll lead day-to-day IT operations while building for scale across a growing number of locations and hybrid teams.
You’ll manage and mentor a small, talented IT team, partner with cross-functional teams across the company, and play a key role in evolving our IT systems, tools, and processes. This is a hands-on leadership role for someone who loves to build, automate, and collaborate.
What You'll Do
- 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
What We're Looking For:
- 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
Bonus Points:
- Experience supporting IT operations in healthcare, multi-site, or regulated environments
- Familiarity with compliance frameworks like HIPAA, SOC 2, or HITRUST
- Hands-on experience with Apple device management tools — Kandji experience is a plus
- Working knowledge of ITIL or similar IT service management (ITSM) best practices
- Exposure to identity and access management tools like Okta or Google SSO
- Experience launching and scaling IT infrastructure for new office and site openings
- Comfortable designing Slack-based support workflows or integrated ticketing experiences
- Experience enabling cross-functional service teams (e.g., People or Finance) within an ITSM platform
As our Senior IT Manager, you’ll have the opportunity to shape how IT operates at scale, partner closely with teams across the organization, and make a tangible impact every day. This is a high-visibility, high-impact role at a time of rapid growth — and you’ll be supported by leaders who value initiative, transparency, and a human-first approach to technology.
Benefits
For full-time employees, our compensation package includes base, equity (or a special incentive program for clinical roles) and performance bonus potential. Our benefits include 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), and a supportive and inclusive culture.
Vaccination Policy
Employment with firsthand is contingent upon attesting to medical clearance requirements, which include, but may not be limited to: evidence of vaccination for/immunity to COVID-19, Hepatitis B, Influenza, MMR, Chickenpox, Tetanus and Diphtheria. All employees of firsthand are required to receive these vaccinations on a cadence/frequency as advised by the CDC, whereas not otherwise prohibited by state law.
New hires may submit for consideration a request to be exempted from these requirements (based on a valid religious or medical reason) via forms provided by firsthand. Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption. Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed.
Unfortunately, we are not able to offer sponsorship at this time.
Top Skills
Chrome Os
Google Workspace
Itsm
macOS
Meraki
Slack
Windows
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