Manager, IT Support & Systems

Job Description

Job Title: Manager, IT Support & Systems. Location: Florida, USA (Remote). Boca Raton is a preferred location.

Responsibilities:

Team Leadership

• Lead, coach, and develop a team of system administrators and IT support professionals.

• Manage hiring, onboarding, and employee performance.

• Set team priorities and arrange support coverage, including on-call and after-hours rotations.

• Build a culture of accountability, ownership, and continuous improvement;

• Provide technical guidance, delegate tasks effectively, and adapt your management approach to individual team members.

• Use lessons learned from mistakes and operational issues to improve team performance and processes.

IT Operations and Systems Administration

• Manage IT support operations, including ticketing systems, service-level agreements (SLAs), escalations, software patching, and compliance.

• Design, deploy, and maintain secure, modern, and scalable company infrastructure.

• Manage security tools, including firewalls, intrusion detection systems (IDS), mobile device management (MDM), antivirus software, and encryption.

• Administer the Atlassian Suite and enterprise platforms, including Active Directory (AD), LDAP, Microsoft Entra ID, Intune, Microsoft 365, Zoom, and GitHub.

• Oversee access and governance for AI tools such as Claude, ChatGPT, and Fellow;

• Lead major incident and outage resolution, including root-cause investigations.

• Review and approve changes to critical systems.

• Develop scripts and automation to reduce manual work.

• Use sound judgment and established best practices when working in an environment where processes are still evolving.

• Identify operational gaps and establish documentation, standards, and scalable workflows to improve enterprise IT operations.

Hands-On Technical Support

• Help resolve complex technical problems and escalated support requests.

• Oversee troubleshooting, documentation, communication, escalation, and follow-up;

• Remain directly involved in technical work when needed due to the team's size.

Cross-Functional Collaboration

• Align team priorities and roadmaps with IT leadership and business requirements.

• Coordinate with DevOps teams on AWS connectivity.

• Maintain working familiarity with Kubernetes, Ansible, or Terraform.

• Identify and resolve issues that cross team boundaries by involving the appropriate teams.

• Partner with managers and senior leaders on cross-functional initiatives and large projects;

• Make independent decisions while recognizing when broader input, approval, or escalation is required.

Qualifications:

• Bachelor's degree in IT, Computer Science, or a related field, or equivalent practical experience.

• At least 8 years of progressive IT experience covering systems administration and end-user support.

• At least 3 years of experience leading or supervising IT staff, including hiring and performance management.

• Strong knowledge of Microsoft infrastructure, particularly Active Directory, Intune, and Microsoft Entra ID.

• Experience with IT service management (ITSM) platforms and SLA-driven service delivery.

• Working knowledge of AWS, Google Cloud Platform (GCP), or Microsoft Azure;

• Experience with tools such as Atlassian and Microsoft 365.

• Strong problem-solving, decision-making, and stakeholder management skills.

• Ability to manage competing priorities in a fast-paced environment with limited resources.

• Ability to make decisions that support immediate operational needs and long-term business goals.

Preferred:

The employer does not specify separate preferred qualifications. Familiarity with Kubernetes, Ansible, or Terraform is useful, along with experience coordinating with DevOps teams on AWS connectivity.

Benefits and Compensation:

Annual salary: $144,000 to $198,000 USD in Florida.

• Competitive base salary.

• Company equity and potential bonus compensation.

• Additional benefits, perks, and rewards, which the recruiter will explain during the interview process.

• Opportunities for professional development, leadership growth, and collaboration with an innovative quantum computing company.

The final offer will depend on the candidate's skills, experience, and proficiency for the role.

Additional Information:

• Work arrangement: Remote within Florida.

• Department: Enterprise Technology.

• Third-party candidates: Not accepted.

• Equal opportunity: D-Wave provides equal employment opportunities regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity, genetic information, disability, veteran status, or other characteristics protected by law.

• Recruitment safety: Applicants should apply through the official D-Wave Careers website. D-Wave does not charge application fees or request financial commitments. Authentic recruitment emails come from an @dwavesys.com address.

• Recruitment fraud information: D-Wave Recruiting Fraud Statement.