IT Support Manager
Keel Infrastructure · New York City
Careers at Keel
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.
Why Keel
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— we take responsibility and follow through
- Collaboration— we work across teams, functions, and borders
- Curiosity— we ask questions and keep learning
- Endurance— we build for the long term
What It Feels Like to Work Here
- Fast-moving, high-growth, and hands-on
- Smart, driven people solving real challenges together
- Work that directly supports AI and next-generation infrastructure
- Room to grow, stretch, and take on more
What We Offer
- Competitive salary, bonus and equity opportunities
- Comprehensive health and wellness benefits
- Retirement savings with company contribution
- Employee referral program
We are currently looking for an IT Support Manager to join our team
Job Description
Role Summary
Keel Infrastructure is seeking a forward-thinking IT Support Manager to lead the IT Support function: the team that keeps the business running day to day and shapes how end users experience IT at Keel. This is fundamentally a leadership role, for someone who thinks beyond the ticket queue, sets a multi-year vision, modernizes how the team works, and builds a team and culture that scales with the business.
The role also owns Keel’s Microsoft 365 and identity platform (Entra ID, Intune, Exchange Online). Reporting directly to the SVP, Information Technology, the manager collaborates closely with peers in Infrastructure & Platform and Cybersecurity & Compliance. This is a critical hire as IT moves from stabilization to optimization, and the role helps define what optimized looks like for IT Support.
Key Responsibilities
IT Support Leadership & Strategy
- Set the strategic direction and multi-year roadmap for IT Support, anticipating how headcount growth, new locations, and business change will reshape the team’s needs.
- Lead and develop the IT Support team: hiring, performance management, career pathing, and building a bench of future leads.
- Redefine what good looks like beyond SLA adherence: user experience, proactive support, and measurable business impact.
- Ensure SLA adherence across P1–P5 ticket tiers in Jira Service Management; review KPIs weekly and report trends to IT leadership monthly.
- Champion the build-out of the Keel IT Help Center: 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: procurement standards, imaging, Intune enrollment, and decommission.
- Identify and implement automation and AI-enabled support opportunities that reduce ticket volume.
- Act as a thought partner to the SVP of IT on where the support function should be in 12–24 months.
Microsoft 365 & Identity Platform
- Own Keel’s Microsoft 365 and identity platform: Entra ID, Intune, and Exchange Online.
- Drive Conditional Access policy design, PIM role tiering, and zero-trust implementation with the Cybersecurity & Compliance manager.
- Serve as the internal Microsoft 365 / identity point of escalation for complex technical issues.
Governance & Cross-Functional Collaboration
- Support identity lifecycle projects, including HiBob to Entra ID provisioning and the PIM Policy rollout.
- Participate in change control review and enforce the Change Control Request process for platform-impacting modifications.
- Work with Finance, HR, Legal, and Operations to translate business requirements into IT solutions, and represent IT Support in broader IT planning.
Qualifications
Required
- 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, not just manage today’s queue.
- Clear communication with non-technical stakeholders up to the executive level.
- Effective in a fast-paced environment with competing priorities.
Highly Preferred
- Experience building a multi-year roadmap or operating model for a support function.
- Hands-on Jira Service Management and Confluence experience (practitioner and/or admin).
- Exposure to AWS or another public cloud (Keel is migrating from Azure to AWS).
- Microsoft certifications: MS-102 or SC-300.
- 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.
Our compensation package includes a base salary within the below posted range, bonus, and a yearly equity grant.
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