IT Manager

Job description

## **Company Overview** Maven AGI sits at the center of the hottest intersection in tech right now: AI and customer experience. While most "AI support" tools still focus on FAQs and deflection, Maven's agents actually do the work, autonomously interacting with customers, personalizing the conversation, and resolving complex issues, not just providing information. That's not a soft ROI story. It's the most direct cost-displacement case in enterprise software today: real human work, replaced, at a fraction of the cost. Not "savings if you use it well," but savings because the agent did the ticket instead of a person. Founded in 2023 by executives from HubSpot, Google, and Stripe, Maven builds conversational AI agents that don't just answer customers, they act: going into a customer's account, finding the actual problem, and fixing it, with no human required. Customers like Dell, ServPro, Hard Rock, Tripadvisor, Clio, and Thumbtack rely on Maven, with customers reporting 70–93% of interactions resolved autonomously. G2 has also named Maven a High Performer and Best Meets Requirements across multiple categories. ## **Position Overview** We're looking for a hands-on **IT Manager** to help own the day-to-day technology experience for Maven employees and ensure our internal systems, devices, offices, and infrastructure run smoothly as we continue to grow. You'll be one of the primary owners of IT across the company, supporting employees while managing and improving the systems behind them. This includes identity and access management, laptops and device management, SaaS applications, onboarding and offboarding, office networking and conference rooms, security and compliance, and employee IT support. This is a highly visible, hands-on role. You'll troubleshoot issues directly, manage employee requests, maintain our core IT systems, and make sure new hires have everything they need from day one. At the same time, you'll look for opportunities to improve how we operate by automating repetitive work, strengthening processes, and building more scalable and reliable systems. We're looking for someone who combines strong technical judgment with a genuine service mindset. You enjoy solving problems, helping people, and creating an IT environment that feels seamless to employees. \*\*\*This role is based in our Boston office, with an in-office schedule Monday through Thursday and the flexibility to work from home on Fridays. ## **What You'll Do** - **Help with owning day-to-day IT operations and employee support**, serving as a go-to resource for hardware, software, access, connectivity, and other technology needs. - **Manage employee onboarding and offboarding**, including laptops, account provisioning, permissions, software access, and equipment collection. - **Own identity and access management**, including Okta and related systems, ensuring employees have appropriate and secure access to the tools they need. - **Manage company devices and endpoints** using Jamf Pro and related tooling, including provisioning, configuration, security policies, inventory, and troubleshooting. - **Administer SaaS applications and internal systems**, managing licenses, permissions, access, configuration, and vendor relationships. - **Own office IT infrastructure**, including WiFi and networking, conference rooms, Zoom and Google Meet setups, AV equipment, printers, and other workplace technology. - **Troubleshoot and resolve employee IT issues** with a high level of responsiveness, follow-through, and customer service. - **Support security and compliance initiatives** by maintaining strong device, access, and IT controls and ensuring systems and processes are appropriately documented and auditable. - **Manage IT equipment and inventory**, including purchasing, deployment, tracking, maintenance, and replacement planning. - **Improve and automate IT workflows** wherever possible, reducing repetitive work across onboarding, access requests, provisioning, and common support needs. - **Maintain and expand infrastructure-as-code practices** using tools such as Pulumi to make IT systems more consistent, scalable, and manageable. - **Explore thoughtful uses of AI and automation** to improve IT support and operations while maintaining appropriate human oversight. - **Partner with teams across Maven**, including People, Security, Engineering, Finance, and Workplace, to support employees and anticipate the company's evolving technology needs. ## **Who You Are** - You have **5+ years of experience in IT, IT operations, systems administration, systems engineering, or a related field**, ideally within a fast-growing technology company. - You have experience owning or playing a significant role in the **day-to-day IT function for an in-office or hybrid workforce**. - You have strong hands-on experience with **identity and access management**, ideally Okta or a similar platform. - You have strong experience with **device management**, ideally Jamf Pro, and are comfortable supporting a primarily Mac environment. - You have experience administering a broad range of **SaaS applications and employee technology systems**. - You're comfortable troubleshooting across laptops, applications, identity and access, networks, conference rooms, and other workplace technology. - You have working knowledge of **office networking and WiFi** and can diagnose and resolve connectivity and performance issues. - You have experience supporting **employee onboarding and offboarding** and understand the importance of getting access, equipment, and security right every time. - You understand security and compliance fundamentals and have experience implementing or maintaining IT controls and policies. - You bring a strong **service mindset** and genuinely enjoy helping employees solve problems and have a great technology experience. - You're organized, responsive, and comfortable managing competing priorities in a fast-moving environment. - You're proactive and look beyond the immediate ticket or request to identify ways to improve the underlying process or system. - You're comfortable with automation and scripting and interested in using technology to make IT operations more efficient and scalable. ## **How You Show Up** - **We are customer champions.** You put users at the center of your thinking, advocate for their needs, and design solutions that make their lives measurably better. - **We are bold in action.** You move with urgency and courage, unafraid to challenge convention and take smart risks in pursuit of meaningful outcomes. - **We are data-driven and insight guided.** You make thoughtful decisions grounded in evidence, combining data with intuition to guide strategy and execution. - **We are stronger together.** You bring others along, value diverse perspectives, and contribute to a culture of trust and shared ownership. ## **What We Offer** - 100% of medical, dental, and vision premiums covered for you, 80% for family - HSA and FSA plans available - Unlimited vacation and 100% paid parental leave - Free lunches, onsite gym, and commuter benefits for in-office employees - $1,000 home office stipend and $5,000/year for continuing education - Competitive salary, comprehensive benefits, and meaningful equity - ~120 people, built from zero in under three years, small enough that your work is visible, big enough to already be running at Dell- and Tripadvisor-scale *Maven AGI is an equal opportunity employer that values diversity and is committed to fostering an environment where everyone feels included.* *Join us in changing the face of enterprise customer support.*