Senior IT Manager

Title: IT Manager Location: Remote, United States (Eastern Time Zone)

The Role:

We are seeking an IT Manager to own day-to-day IT operations, user lifecycle management (onboarding/offboarding), and identity & access management (IAM) for our growing, distributed team.

This is a hands-on, one-person IT and security function. For now, you will be the sole technical resource and the primary point of contact for all IT and security matters, owning the processes end-to-end. As the function grows, there is the opportunity to build and lead a team beneath you. You will report directly to the CISO and serve as their key operational partner on access and security matters.

This role goes beyond execution; you'll set the standards, own the processes end-to-end, and serve as the primary technical escalation point. You'll be provisioning and deprovisioning accounts, managing devices through Intune, driving IAM strategy, managing endpoint security, and making sure the right people have the right access at the right time.

The ideal candidate is senior enough to operate independently from day one with no ramp-up required. You've operated as the sole or senior IT resource at a startup, are comfortable wearing every hat, owning ambiguous problems independently, documenting your work, and balancing reactive support with proactive process improvement.

Schedule: Mon-Fri 8am-5pm ET, and as needed to respond to urgent issues. This role requires living in the Eastern Time Zone.

Key Responsibilities

IT Support & Operations

• Serve as the primary point of contact and escalation lead for Tier 1-3 technical support requests via ticketing systems
• Support end users across both Windows and macOS environments, including hardware, OS, and application issues
• Troubleshoot connectivity, printing, email, and general software/access issues
• Triage and resolve tickets within defined SLAs, owning escalation paths for complex issues
• Own documentation standards: maintain clear records of common issues, fixes, and internal how-to guides

User Lifecycle Management & IAM

• Own end-to-end onboarding/offboarding: training for new hires on company systems, account provisioning, device setup, and access control for new hires and departing employees
• Own identity and access management (IAM) strategy, including periodic user access reviews, role/permission assignment, and timely deprovisioning
• Apply and enforce least-privilege principles when granting or reviewing access to systems and applications
• Support SSO configuration and troubleshoot SaaS application access issues
• Maintain accurate records of who has access to what

Device, Endpoint Management & Security

• Administer Microsoft Intune (MDM) and O365 for a remote, multi-OS device fleet
• Set and enforce security policies across endpoints, including encryption, patching, and compliance configurations
• Deploy, monitor, and manage Microsoft Defender across managed devices
• Own patch management across the fleet
• Handle physical logistics for company devices, including shipping/receiving equipment for new hires, offboarding, and repairs
• Own device inventory tracking and lifecycle management of company hardware, including procurement recommendations
• Manage Google Workspace users, groups, and settings
• Maintain and troubleshoot core SaaS tools used across the organization

Security

• Apply strong security fundamentals across endpoints, identity, and access, including encryption, patching, MFA/conditional access, and least-privilege enforcement
• Partner with the CISO on access-related security requests and remediation items
• Serve as the operational owner of endpoint and identity security

Required Qualifications

• 7+ years of IT support/operations experience, including experience as the senior or sole IT resource
• Startup experience, having operated as the "one-person IT department" handling infrastructure, security, device management, IAM, and end-user support simultaneously without a larger team to lean on
• Strong working knowledge of security fundamentals: endpoint protection, identity/access security, encryption, patch management, and security best practices in a remote-first environment
• Hands-on experience with Microsoft Defender and endpoint security, patch management, Microsoft Intune, Google Workspace administration
• Experience supporting both Windows and macOS environments
• Experience owning IAM / access management strategy and end-to-end onboarding/offboarding processes, ticketing systems, and managing work within SLAs
• Understanding of PHI and HIPAA
• Strong written and verbal communication skills, with the ability to explain technical issues to non-technical staff and represent IT to leadership
• Customer service orientation with the ability to remain patient, empathetic, and reassuring when supporting the team
• Willingness to ship, receive, and temporarily store company equipment (e.g., laptops) at their home as part of device lifecycle logistics
• Ability to work independently, own ambiguous problems, and manage competing priorities in a remote environment
• Must be based in the United States, Eastern Time Zone

Tools & Vendors

• Microsoft Intune
• Microsoft Defender
• Microsoft O365
• Google Workspace
• Slack
• Atera (patch management)

Nice to Have

• Scripting experience (PowerShell, Bash) for task automation
• Experience with Atera
• SOC 2 familiarity
• Security certifications or demonstrable security-focused project work (e.g., implementing MFA rollout, endpoint hardening, incident response)
• Experience mentoring or providing technical guidance to junior IT staff
• Microsoft 365 Certified: Endpoint Administrator Associate
• Google Workspace Administrator
• CompTIA Security+
• ITIL Foundation

What Success Looks Like

• New hires are fully onboarded and productive on day one, with no access gaps or delays
• Offboarding is complete and access is revoked promptly, with no orphaned accounts left behind
• IAM access reviews run on a schedule you've defined and refined, with clean documentation
• Tickets are resolved consistently within SLA, with a track record of clear communication
• Endpoints remain compliant, patched, and properly enrolled in Intune
• Microsoft Defender and patch management are actively monitored and maintained across the fleet
• IT processes and documentation are mature enough that they could scale to a growing team

Compensation range for this position is between $110K-$120K. The exact amount will depend on direct, relevant experience.

Our Interview Process

At Nadia Care, we value transparency and want you to feel prepared at every stage of your candidate journey. Below is our standard interview process for this role:

1. Recruiter Interview | 30 minutes
2. Hiring Manager Interview | 1 hour
3. Executive Leadership Interview | 45 minutes

Please note that this process is subject to change, but we will always keep you informed along the way.