Manager, IT Support & Operations

About Anthropic

Anthropics 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

Were looking for a Manager IT Support & Operations to lead and transform our globally distributed IT support and operations function. Youll define the strategy build the team and design the systems that keep Ants productive and secure24/7/365 around the world.

This role goes beyond running operations: youll evolve our support model from reactive to proactive build self-service and automated support capabilities that scale and establish IT as a strategic partner to the business. Youll partner closely with Security People Operations Workplace and IT Engineering leadership to deliver an exceptional employee experience while maintaining the rigorous security posture our mission demands.

Responsibilities:

• Define and execute the multi-year vision for IT Support & Operations aligned with company growth
• Build lead and develop a high-performing globally distributed team spanning IT Support and Operations functions
• Hire and develop managers and senior ICs who can scale with the organization
• Design and operate a 24/7/365 global support model that delivers fast high-quality support across all time zones
• Own the IT Support & Operations budget and make strategic investment decisions
• Define and track key performance metricsresponse time resolution time employee satisfaction SLA complianceand drive continuous improvement
• Build scalable systems for asset management endpoint lifecycle and SaaS administration
• Invest in automation and self-service to reduce ticket volume and improve employee experience at scale
• Collaborate with Workplace People Ops and other teams to support office operations and company events
• Manage vendor relationships and negotiate contracts for IT services and tools
• Travel occasionally to support global team members and office locations

You may be a good fit if you have:

• 10 years of experience in IT support and operations with 5 years leading globally distributed teams
• Track record of building or transforming IT operations at a fast-growing technology company
• Experience designing and operating follow-the-sun or 24/7 support models
• Experience managing managers and building organizational capability
• Strong familiarity with ITIL frameworks and IT service management best practices
• A security-first mindset with experience operating in high-security environments
• Comfort with ambiguity and rapidly shifting priorities in a fast-paced environment
• Excellent judgment and the ability to balance user experience with security requirements
• Strong communication skills and the ability to influence cross-functional leaders
• Budget ownership and vendor management experience

Strong candidates may also have:

• Experience supporting AI/ML research environments or highly technical user bases
• Experience building self-service platforms or support automation programs
• Background in companies with significant security or compliance requirements (e.g. SOC 2 FedRAMP)

Deadline to apply: None applications will be received on a rolling basis.

Logistics

Education requirements: We require at least a Bachelors degree in a related field or equivalent experience.

Location-based hybrid policy: Currently we expect all staff to be in one of our offices at least 25% of the time. However some roles may require more time in our offices.

Visa sponsorship:We do sponsor visas! However we arent able to successfully sponsor visas for every role and every candidate. But if we make you an offer we will make every reasonable effort to get you a visa and we retain an immigration lawyer to help with this.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy so we urge you not to exclude yourself prematurely and to submit an application if youre interested in this work. We think AI systems like the ones were building have enormous social and ethical implications. We think this makes representation even more important and we strive to include a range of diverse perspectives on our team.

How were different

We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact advancing our long-term goals of steerable trustworthy AI rather than work on smaller and more specific puzzles. We view AI research as an empirical science which has as much in common with physics and biology as with traditional efforts in computer science. Were an extremely collaborative group and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such we greatly value communication skills.

The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to Anthropic including: GPT-3 Circuit-Based Interpretability Multimodal Neurons Scaling Laws AI & Compute Concrete Problems in AI Safety and Learning from Human Preferences.

Come work with us!

Anthropic is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits optional equity donation matching generous vacation and parental leave flexible working hours and a lovely office space in which to collaborate with colleagues. Guidance on Candidates AI Usage:Learn aboutour policyfor using AI in our application process