Manager, IT; Service Desk​/Endpoints

The Role

intangible:
As the Manager for Service পাশাপাশি , you’ll be responsible for the reliability, scalability, and quality of Synthesia’s internal IT support. You’ll oversee the entire endpoint environment, IT service management, and user support experience, ensuring that every Synthesian has the tools they need to succeed from day one. Lead with empathy and accountability—balancing operational execution with people leadership and continuous improvement.

• Lead day‑to‑day IT operations for Service Desk and Endpoint management.
• Own key IT processes: 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.
• ഫല Collaboration with Security and GRC to meet SOC2 / ISO
  27001 requirements.
• Ensure operational documentation and IT runbooks are current and auditable.

• 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.

• Identify Clo; 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.

• 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.
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• Excellent people leadership skills—coaching, feedback, and team development.
• Strong communication and stakeholder management abilities.
• Hands‑on familiarity with Synthesia’s IT tech stack:
  Okta, Google Workspace, Jamf/Intune, Slack, Notion, Zoom, Intune, Azure
  .Understanding of security, compliance, and automation best practices.

• Mid‑Senior level

• Full‑time

• Information Technology

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• Software Development