Manager, IT (Service Desk Endpoints)

Welcome to the video-first world

From your everyday PowerPoint presentations to Hollywood movies AI will transform the way we create and consume content. Today people want to watch and listen not read both at home and at work. If youre reading this and nodding check out ourbrand video.

Despite the clear preference for video communication and knowledge sharing in the business environment are still dominated by text largely because high-quality video production remains complex and challenging to scaleuntil now

Meet Synthesia

Were on a mission to make video easy for everyone. Born in an AI lab our AI video communications platform simplifies the entire video production process making it easy for everyone regardless of skill level to create collaborate and share high-quality videos. Whether its for delivering essential training to employees and customers or marketing products and services Synthesia enables large organizations to communicate and share knowledge through video quickly and efficiently. Were trusted by leading brands such as Heineken Zoom Xerox McDonalds and more. Readstories from happy customersand what1200 people say on G2.

In 2023 we were one of 7 European companies to reach unicorn February 2024 G2 named us as the fastest growing company in the 2025 we announced our series D total weve raised over $330M in funding from top-tier investors including NEA Atlassian Ventures WiL PSP Growth and existing investors such as Accel Nvidia Kleiner Perkins GV and top founders and operators including Stripe Datadog Miro Webflow and Facebook.

The Role

As the Manager for Service Desk and Endpoints youll be responsible for the reliability scalability and quality of Synthesias internal IT oversee all aspects of our endpoint environment IT service management and user support experience ensuring that every Synthesian has the tools they need to succeed from day lead with empathy and accountability balancing operational execution with people leadership and continuous improvement.

What Youll Do

Execution & Delivery

• Lead day-to-day IT operations for Service Desk and Endpoint management.
• Own key IT processes including onboarding/offboarding access management and device lifecycle.
• Own SaaS Procurement and Management for IT
• Oversee SLA performance service reliability and employee satisfaction (CSAT) metrics.
• Drive automation and self-service adoption across IT workflows.
• Maintain asset tracking procurement and inventory processes.
• Collaborate with Security and GRC to meet SOC2 / ISO27001 requirements.
• Ensure operational documentation and IT runbooks are current and auditable.

Team Leadership & Collaboration

• Manage and mentor a team of IT Support Specialists.
• Foster a culture of service excellence collaboration and accountability.
• Act as the primary escalation point for major incidents and high-impact IT issues.
• Partner closely with People Ops Security and Engineering to ensure seamless system and process alignment.

Continuous Improvement

• Identify opportunities to enhance IT efficiency through process automation and standardization.
• Evaluate new tools or SaaS solutions that improve productivity and system visibility.
• Create a feedback loop with end users to improve IT experience and responsiveness.

What Were Looking For

• 8 years in IT operations or systems administration with 3-4 years of people or project leadership experience.
• Strong understanding of ITIL or ITSM practices and service delivery metrics.
• Proven track record managing Service Desk or Endpoint teams in a remote-first global environment.
• Excellent people leadership skills coaching feedback and team development.
• Strong communication and stakeholder management abilities.
• Hands-on familiarity with Synthesias IT tech stack:
  • Okta
  • Google Workspace
  • Jamf or similar MDMs (e.g. Intune)
  • Slack
  • Notion
  • Zoom
  • Intune
  • Azure
• Understanding of security compliance and automation best practices.