IT Manager

Empathy is on a mission to build a more resilient society one hard moment at a time, which is why we have built the leading platform for life's hardest moments.

With AI plus human care, Empathy supports people through those times that are emotionally charged and logistically hard — from caregiving and leave support to legacy planning and loss support. We partner with life insurers, wealth firms, and banks to bring Empathy to their clients, policyholders, and advisors in the moments that matter most.

Backed by top-tier investors including General Catalyst, Index Ventures, Adams Street, Aleph and Entreé Capital. We've raised over $160 million to date, including a $72 million Series C, to expand our impact and scale our mission worldwide.

Our Operations team drives growth and efficiency by building scalable systems that power our mission.

We’re looking for a hands-on, service-minded IT Manager to support our growing global team. You’ll be the go-to person for IT support, managing hardware and networks, onboarding new team members, and keeping our systems running smoothly.

This is a full-time role, and availability during U.S. working hours is required.

Reports To: CISO

• Support system integrations and implementations.
• Onboarding and onboarding employees: accounts, permissions, devices.
• Purchase, configure, and maintain laptops and other hardware.
• Manage network infrastructure (Wi-Fi, VPN, AV, access control).
• Troubleshoot hardware, software, and connectivity issues.
• Be the first point of contact for IT support requests (help desk) across the company.
• Maintain accurate device and asset records (naming conventions, tagging, lifecycle status) across MDM and asset management platforms.
• Manage endpoint security tooling (EDR), ensuring full fleet coverage.
• Own projects end-to-end, including documentation and handoff.
• Coordinate with external vendors on scheduling, cost, and delivery for hardware/infrastructure work.
• Follow safe change-management practices for infrastructure and system changes.
• Recognize urgent, work-blocking issues and respond with appropriate urgency (call, in-person, or async) based on impact.

• 3+ years of experience as an IT Manager in tech companies.
• Excellent problem-solving and analytical abilities.
• Advanced knowledge and proven experience with macOS, iOS/iPadOS, and Apple hardware management via MDM.
• Proven experience in an IT support/help desk.
• Experience with IDP tools like Okta and MDM platforms.
• Skilled in Google Workspace, networking, and access systems.
• Able to work independently, prioritize, and communicate clearly, including proactive written status updates and meeting summaries.
• Fluent in English; comfortable working with remote, global teams.
• Strong communication and interpersonal skills.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Demonstrated ownership and follow-through on multi-week or multi-month projects, with examples you can walk us through.
• Familiarity with basic security hygiene practices (credential handling, password managers, safe change windows for IT/security changes).