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IT Support Manager

McLean, Virginia

Company Overview

ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 140 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 44 state government agencies, and 66 healthcare organizations. More than 600 consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to “No Identity Left Behind” to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/.

Role Overview

We are seeking a highly skilled and experienced IT Support Manager to lead our dedicated IT Support team. In this critical role, you will oversee daily operations, provide hands-on support, and drive continuous improvements across our corporate IT environment. Your leadership will ensure seamless IT support for our rapidly growing organization, managing all aspects of hardware, software, networking, AV solutions, and mobile devices.

If you love innovation and making something better every day we encourage you to apply.

This is an onsite position located in our McLean VA Headquarters.

Supervisory Responsibilities 

  • Manage, mentor, and develop a high-performing team of IT Support Technicians.
  • Schedule and oversee daily support activities, ticket resolution, workload prioritization and customer satisfaction.
  • Perform performance evaluations and provide continuous feedback and coaching.

Role Responsibilities 

  • Oversee and manage the support of corporate IT systems, including Windows and macOS devices, iPhones, AV and office equipment.
  • Support and troubleshoot SaaS applications including Google Workspace, Okta, Jamf, Intune, and other productivity and collaboration tools.
  • Lead technical troubleshooting, escalations, and complex issue resolution.
  • Maintain and improve IT procedures, documentation, and knowledge bases.
  • Collaborate with IT Engineering, Operations, and Engineering teams to ensure security patches, software updates, and compliance standards are met.
  • Coordinate onboarding and offboarding processes for employees, including asset management.
  • Proactively identify opportunities for process and system improvements, implementing enhancements to maximize efficiency and end-user satisfaction.

Basic Qualifications

  • Bachelor's degree in Information Technology, Computer Science, a related field, or equivalent experience.
  • 5+ years of experience in IT, with at least 2 years of experience in a management role.
  • At least one year of experience managing IT support teams and help desk operations in a 24/7 environment.

Preferred Qualifications

The qualifications below are ideal. We encourage candidates to apply if they satisfy some, but not all of these qualifications.

  • Expert knowledge in troubleshooting macOS and Windows devices in an enterprise environment.
  • Proficiency with MDM solutions (Jamf, Intune) and identity management systems.
  • Familiarity with basic networking principles (VPN, DNS, DHCP).
  • Strong organizational, analytical, and problem-solving skills.
  • Excellent interpersonal, communication, and leadership abilities.
  • Ability to manage multiple projects and prioritize tasks in a fast-paced environment.
  • Experience managing service desk ticketing systems and related metrics.
  • Strong understanding of ITIL processes and best practices.
  • Proven ability to manage vendor relationships and negotiate contracts.
  • Demonstrated experience with disaster recovery planning and execution.
  • Ability to write clear and concise technical documentation, manuals, and policies.
  • A proven track record producing measurable results.
  • Relevant industry certifications (e.g., Apple Certified Support Professional, Microsoft 365 Certified, Jamf certifications).
  • Experience scripting or automating tasks (Python, Bash, PowerShell).
  • Familiarity with Google Workspace administration.

#LI-JS1

The annual base salary listed does not include a company bonus, incentive for sales roles, equity and benefits which will be determined based on experience, skills, education, relevant training, geographic location and role. 

ID.me offers comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts), basic and voluntary life and AD&D insurance, 401(k) with company match, parental leave, ability to participate in unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays, short and long-term disability insurance, accident and critical illness insurance, referral bonus policy, employee assistance program, pet insurance, travel assistant program, wellbeing and childcare discounts, benefit advocates, and a learning and development benefit.

The above represents the anticipated total rewards package for this job requisition. Final offers may vary from the amount listed based on qualifications, professional experiences, skills, education, relevant training, geographic location, and other job related factors.

Pay Range

$101,336 - $130,000 USD

ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations.

Please review our Privacy Policy, including our CCPA policy, at id.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.

ID.me participates in E-Verify.

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