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About the Role
Keel Infrastructure is seeking a forward-thinking IT Support Manager to lead the IT Support function, responsible for daily business operations and shaping end-user IT experiences. This leadership role involves setting a multi-year vision, modernizing team operations, and building a scalable team and culture. The role also owns Keel’s Microsoft 365 and identity platform (Entra ID, Intune, Exchange Online) and collaborates with Infrastructure & Platform and Cybersecurity & Compliance teams. This is a critical hire as IT transitions from stabilization to optimization.
Responsibilities
- Set the strategic direction and multi-year roadmap for IT Support, anticipating future needs based on headcount growth, new locations, and business changes.
- Lead and develop the IT Support team through hiring, performance management, and career pathing.
- Redefine support standards beyond SLA adherence to focus on user experience, proactive support, and measurable business impact.
- Ensure SLA adherence across ticket tiers in Jira Service Management and report trends to IT leadership.
- Champion the build-out of the Keel IT Help Center, including request workflows, self-service content, and automation.
- Build and maintain escalation paths, on-call coverage, and incident response procedures for end-user impacting events.
- Own the device lifecycle, including procurement standards, imaging, Intune enrollment, and decommissioning.
- Identify and implement automation and AI-enabled support opportunities to reduce ticket volume.
- Act as a thought partner to the SVP of IT regarding the future state of the support function.
- Own Keel’s Microsoft 365 and identity platform, including Entra ID, Intune, and Exchange Online.
- Drive Conditional Access policy design, PIM role tiering, and zero-trust implementation.
- Serve as the internal escalation point for complex Microsoft 365/identity technical issues.
- Support identity lifecycle projects, including HiBob to Entra ID provisioning and PIM Policy rollout.
- Participate in change control review and enforce the Change Control Request process.
- Collaborate with Finance, HR, Legal, and Operations to translate business requirements into IT solutions.
- Represent IT Support in broader IT planning initiatives.
Requirements
- 8+ years leading an IT support or service desk function, including team leadership, hiring, and performance management.
- Track record of building or meaningfully transforming a support team’s tooling, process, or culture.
- Experience with SLA-based service delivery, ideally in Jira Service Management or a comparable ITSM platform.
- Working knowledge of Microsoft 365 administration and identity concepts (Entra ID, Intune, Conditional Access).
- Ability to think strategically about a team’s future state.
- Clear communication with non-technical stakeholders up to the executive level.
- Effective in a fast-paced environment with competing priorities.
- Hands-on Jira Service Management and Confluence experience (practitioner and/or admin).
- Exposure to AWS or another public cloud.
- Familiarity with SOC 2 or ISO 27001.
- Exposure to AI tooling governance in an enterprise context.
- Experience in a Nasdaq-listed or similarly regulated public company.
- Familiarity with Power BI for IT operational reporting.
Skills
- IT Support
- Service Desk Management
- Team Leadership
- Hiring
- Performance Management
- SLA Management
- Jira Service Management
- ITSM
- Microsoft 365 Administration
- Identity Management
- Entra ID
- Intune
- Conditional Access
- PIM
- Zero-Trust
- Change Control
- Automation
- AI-enabled Support
- AWS
- SOC 2
- ISO 27001
- Power BI
Location
- NYC
Work Type
- Full-time
Experience Level
- 8+ years leading an IT support or service desk function
Education Level
- MS-102 or SC-300 certifications preferred
Salary/Compensations
- $125,000—$165,000 USD
Benefits
- Competitive salary, bonus and equity opportunities
- Comprehensive health and wellness benefits
- Retirement savings with company contribution
- Employee referral program
About the Company
- Keel Infrastructure is a publicly traded energy and digital infrastructure company that develops and owns data centers and power assets across North America.
- At Keel, you’re not just joining a company, you’re helping build the infrastructure behind the future of compute.
- We’re at the intersection of energy and technology, two industries transforming in real time.
- The work is complex. The pace is fast. The impact is real.
- You’ll be part of a team that values: Ownership, Collaboration, Curiosity, Endurance.