Manager, IT Support (AI)

TL;DR

Manager, IT Support (AI): Leading the Americas support team to provide technical assistance for employees with an accent on people leadership, service level management, and support infrastructure. Focus on hiring and coaching engineers, building on-call rotations, and balancing automation with high-touch executive support.

Location: Based in New York City, NY; must be in-office 3 days per week

Salary: $230,000 - $265,000 USD

Company

Anthropic is a public benefit corporation focused on creating reliable, interpretable, and steerable AI systems.

What you will do

• Lead, coach, and develop a team of IT Support Engineers across San Francisco, New York, and Seattle.
• Own queue health, routing rules, and service level attainment (SLAs) for the Americas region.
• Establish and staff the Americas on-call rotation within a global follow-the-sun model.
• Hire and onboard support engineers, including a dedicated white-glove function for executives and the board.
• Collaborate with IT Engineering, Security, and People Ops to deliver an exceptional employee experience.
• Manage in-office coverage and travel regularly to San Francisco and occasionally to Seattle.

Requirements

• 7+ years of experience in IT support and operations, with 3+ years managing a support team.
• Proven track record of hiring, coaching, and developing engineers across multiple office locations.
• Strong fundamentals in macOS-primary fleets, identity and access management, SaaS troubleshooting, and AV response.
• Demonstrated ability to drive and improve support metrics such as first-touch resolution and time to resolution.
• Must be based in New York City and adhere to a 3-day per week in-office schedule.
• Excellent written communication skills for creating runbooks, postmortems, and professional feedback.

Nice to have

• Experience building support infrastructure (queues, on-call models, SLAs) from the ground up.
• Experience providing white-glove support to executives or board members.
• Background in building support automation or ticket deflection platforms.
• Experience supporting AI/ML research environments or working within SOC 2/FedRAMP compliance frameworks.

Culture & Benefits

• Competitive compensation and optional equity donation matching.
• Generous vacation and parental leave policies.
• Flexible working hours and collaborative office spaces.
• Visa sponsorship available for eligible candidates.
• Commitment to diversity, representation, and ethical AI development.