Manager, IT Support

About Anthropic

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

About the Role

We're looking for a Manager, IT Support to lead our Americas support team. IT Support is the front door for every employee technology need at Anthropic: our Claude-backed support assistant, the human ticket queue behind it, walk-ups and desk-side help, hardware swaps, conference room triage, and a dedicated white-glove channel for our executives and board.

This is first and foremost a people leadership role. You'll manage a team of IT Support Engineers across San Francisco, New York, and Seattle—hiring them, coaching them, and growing them.

The role goes beyond running a queue, too. Our support model is being rebuilt this year, and much of what you'd normally inherit doesn't exist yet—you'll help shape the service levels this team is held to, and stand up the Americas leg of a follow-the-sun on-call rotation. You'll also hold a tension we take seriously: our engineers build the automation that keeps requests from ever reaching a person, and they treat the queue as the first priority, always. You'll partner closely with our specialist operations teams, IT Engineering, Security, People Operations, and Workplace to deliver an exceptional employee experience while maintaining the rigorous security posture our mission demands.

Responsibilities

• Lead, coach, and develop a team of IT Support Engineers across San Francisco, New York, and Seattle—1:1s, feedback, performance management, and career growth

• Hire IT Support Engineers, including for our executive and board support f

Department: Security