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Why BirdEye?

Birdeye is the highest-rated reputation, social media, and customer experience platform for local businesses and brands. Over 150,000 businesses use Birdeye’s AI-powered platform to effortlessly manage online reputation, connect with prospects through social media and digital channels, and gain customer experience insights to grow sales and thrive.

At Birdeye, innovation isn't just a goal – it's our driving force. Our commitment to pushing boundaries and redefining industry standards has earned us accolades as one of the foremost providers of AI, Reputation Management, Social Media, and Customer Experience software by G2.

Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of industry experts and innovators from Google, Amazon, Salesforce, and Yahoo. Birdeye is backed by the who’s who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, World Innovation Lab, and Accel-KKR.

What You'll Do:

We are looking for an IT Manager responsible for working closely with departmental managers to determine the maintenance and growth needs of the network.

Responsibilities

• Lead IT operations with an ownership mindset: Oversee corporate IT systems, SaaS applications, and end-user services to ensure reliability, security, and compliance.
• Escalation management: Act as the primary escalation point for critical IT issues, ensuring timely communication with executives and swift resolution.
• SaaS and access governance: Administer core SaaS applications (Google Workspace, Zoom, Salesforce, RingCentral, Office 365, JIRA, etc.), manage access controls, and ensure compliance with security frameworks (SOC2/ISO).
• Asset lifecycle ownership: Manage procurement, inventory, provisioning, and secure recovery of laptops and IT assets, leveraging MDM platforms (Kandji, ScaleFusion, Intune) for both Windows and Mac environments.
  Proactive endpoint management: Enforce compliance, security, and monitoring across all endpoints; drive automation to minimise manual overhead.
• Network and collaboration systems: Manage VPN, Wi-Fi, VoIP/telephony, and video conferencing to ensure uninterrupted productivity.
• Policy & process leadership: Design, document, and enforce IT policies, SOPs, and business continuity plans; ensure adherence to ITIL practices (incident, change, and problem management).
• Compliance & security: Safeguard data and access, conduct audits, and ensure proactive alignment with internal and external compliance requirements.
• Vendor & budget management: Manage IT service providers, negotiate vendor contracts, and forecast IT needs within budget constraints.
• Performance metrics & dashboards: Develop and maintain KPIs and SLA dashboards to track workload, efficiency, and service delivery outcomes.
• Continuous improvement: Identify process inefficiencies and compliance risks, then implement strategic solutions to improve scalability and resilience.
• Team leadership & development: Mentor and coach IT staff, fostering a culture of accountability, proactive ownership, and continuous improvement.
• Strategic outlook: Anticipate industry trends and evolving business needs; recommend innovative solutions that balance cost, security, and scalability.
  

• Experience: 6+ years in IT operations or related fields, with a proven track record in SaaS administration, asset lifecycle management, and escalation handling in fast-paced environments.
• Certifications: ITIL Foundation required; advanced certifications (CCNA, Azure, Google Workspace, Security+) preferred.
• Education: Bachelor’s or Master’s in Computer Science, Information Systems, or equivalent experience.
• Technical Expertise:
  • Strong hands-on experience with Google Workspace, Office 365, RingCentral, Zoom, Salesforce, JIRA.
  • Proven skills in identity/access management (IAM), MDM for Mac & Windows (Kandji, ScaleFusion, Intune), VPN, and endpoint security.
  • Practical exposure to networking fundamentals (TCP/IP, Firewalls, WiFi, VPN).
• Operational Skills:
  • Asset management and budgeting experience, with a focus on compliance and cost optimisation.
  • Ability to design, implement, and enforce IT policies and procedures aligned to ITIL best practices.
• Leadership & Ownership:
  • Demonstrated ability to lead teams, mentor staff, and handle executive-level escalations with clarity and confidence.
  • Strong sense of ownership and a proactive, problem-solving approach.
• Soft Skills:
  • Excellent organisational, communication, and interpersonal skills; able to work independently and collaboratively.
  • Adaptability to thrive in high-growth, SaaS-first environments with changing business needs.
• Mindset: Curious, resourceful, and committed to continuous learning, innovation, and improving IT service delivery.

Why You'll Join Us:

At Birdeye, we seek to innovate and to be the #1 product in our category, which means we continually raise the bar to deliver meaningful results for ourselves and, most importantly, our customers. Our quality is world-class. We deliver what we commit to, roll our sleeves, and get work done.

Working at Birdeye means being part of a tight-knit community that helps you succeed and celebrates your wins! We find strength in diversity and inclusion, actively seek different points of view, and ask everyone to be their authentic self at all times.

Benefits

• Flexible work from home options available
• 100% Employer-paid benefit plans available for employees with multiple health plan options
• Flexible PTO
• 401(k) with company match
• Maternity & Paternity Leave
• Employee Resource Groups - network with like-minded "Birds"
• Abundant opportunities that come with a dynamic and fast-growing organization!