Source Job

• Lead, coach, and grow the Global Help Desk team, including ownership of end-user support.
• Manage onboarding and offboarding operations, ensuring employees are provisioned and deprovisioned efficiently and securely.
• Oversee endpoint management practices, including laptop provisioning, asset tracking, patching, device compliance, and MDM administration.

Horizon3.ai is a cybersecurity company dedicated to enabling organizations to proactively find, fix, and verify exploitable attack vectors. They are a fusion of former U.S. Special Operations cyber operators, startup engineers & operators, and formerly frustrated cybersecurity practitioners.

• Own the technical infrastructure supporting day-to-day operations across internal tools, marketing tech, and workspace management.
• Manage Monday.com workspace design, automations, and user onboarding across multiple brand boards and team workflows.
• Administer the martech stack including subscription management, cost tracking, user provisioning, and tool integrations.

Valerie is a multi-brand company that manages internal tools, marketing technology, and workspace operations to scale brands. They operate as a startup or scale-up environment, currently growing the team with a focus on systems thinking and execution.

• Manage a distributed team of 4 IT support specialists across time zones, setting performance expectations and escalation protocols.
• Drive support metrics improvement (MTTR, SLA, CSAT) and implement automation and AI tools to reduce manual workload.
• Own the full IT employee lifecycle including onboarding, offboarding, hardware management, and proactive support operations.

Dragos is a market leader in ICS/OT Cybersecurity, dedicated to arming customers with technology, threat intelligence, and services to protect industrial systems. They are a remote-first culture with operations in North America, Europe, the Middle East, and APAC, and seek mission-oriented teammates who embody authenticity, transparency, and trust.

• Handle IT support requests via Slack and resolve hardware, software, and account issues for remote employees across macOS and Windows environments.
• Manage user accounts and licenses in Microsoft 365, including Entra ID, Exchange Online, and SharePoint, while supporting SSO and MFA troubleshooting.
• Support device onboarding and offboarding through Rippling MDM, and provide user-level support for core SaaS platforms like Slack, Zoom, and Jira.

Robots & Pencils is an applied AI engineering firm that designs and ships AI co-workers for enterprise operations. Founded in 2009, the company has delivery centers in Canada, the US, Eastern Europe, and Latin America, with teams averaging over 15 years of experience.

• Manage L1 escalations, access provisioning, and complex technical requests within set SLAs.
• Take full ownership of identity and access governance, onboarding/offboarding, and incident response.
• Drive automation of manual processes using scripts, APIs, and integration tools like Zapier or n8n.

Fundraise Up is a global fundraising platform that helps nonprofits increase donations through a fast, accessible checkout experience. The company has 160+ product team members distributed across Europe and is recognized for its 4.9/5 product rating and work with leading global NGOs.

• Provide comprehensive executive support and strategic program management to senior leadership in a fast-paced, remote-first environment.
• Coordinate cross-functional initiatives, track strategic programs, and ensure accountability across Sales, Marketing, Finance, Product, and People Operations.
• Leverage AI, automation, and productivity tools to streamline workflows and improve team effectiveness.

Our partner is a global customer-facing organization that leverages AI and automation to drive operational excellence. They offer a fully remote work environment with a collaborative, transparent, and innovation-driven culture, focusing on professional growth and cutting-edge productivity tools.

• Support the VP of Business Systems, VP of Support, and VP of Data across scheduling, logistics, communication, and day-to-day execution so priorities stay on track and follow-through is clear.
• Manage complex calendars by vetting requests, prioritizing meetings, proactively managing conflicting calendar times, recommending tradeoffs, ensuring appropriate spacing between meetings and breaks.
• Prepare complete agendas from high-level meeting descriptions and linked materials so leaders are ready for internal and external meetings with the right context and decisions.

GitLab is the intelligent orchestration platform for DevSecOps. More than 50 million registered users trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: they embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact.

• Manage and coach a multi-tier Support team to deliver best-in-class omnichannel customer experience.
• Analyze team performance and ticket data to drive improvements in efficiency, quality, and response times.
• Collaborate cross-functionally with Support leadership, Product, and Engineering on initiatives to continually improve operations.

Boulevard provides a client experience platform for appointment-based self-care businesses. Our team values diverse backgrounds and embraces experimentation to drive impact.

• Provides daily leadership, coaching, and performance management for two IT Support Engineers.
• Manages the IT support queue, prioritizing and assigning requests to meet SLA commitments.
• Acts as a senior escalation point for complex or critical IT support incidents.

FiscalNote is a leader in policy and global intelligence. By uniquely combining data, technology, and insights, FiscalNote empowers customers with critical insights and the tools to turn them into action. The company has 880 employees, and they value diversity and are committed to equal opportunities and creating an inclusive environment for all employees.

• Serve as the primary gatekeeper for the global IT deployment queue, ensuring timely assignment and resolution of tickets.
• Manage regional service partners and vendors to maintain global operational standards and SLAs.
• Optimize hardware lifecycle and inventory data integrity across international hubs.

ComputerCare provides global IT deployment and asset lifecycle management services. They are an equal opportunity employer with a focus on diversity and inclusion.

• Lead a team solving technical challenges, reducing engineering distractions, and improving operational workflows.
• Oversee application support, minimize interruptions, and drive automation for scalable, efficient support.
• Collaborate with engineering leadership to align best practices, maintainability, and long-term efficiency.

AssetWatch powers manufacturing uptime by delivering condition monitoring solutions for global manufacturers. The team is a devoted, capable group uniting world-renowned engineers and business leaders focused on building the future of predictive maintenance.

• Receive, analyze, and process requests through the service desk.
• Ensure SLA compliance for first response time and resolution time according to ticket priority.
• Creating and deactivating users in corporate systems.

BetterMe is a global wellness ecosystem empowering millions to become better — physically, mentally, and emotionally. They build what makes people better and keep challenging themselves to inspire others. Over the past two years, the BetterMe team has doubled in size.

• Lead, mentor, and provide professional growth opportunities for a distributed team of Professional Services and Solutions Engineering professionals.
• Manage the team using Scrum methodology, including planning product backlog, sprint planning, and tracking team velocity.
• Provide a trusted technical bridge between JumpCloud and customers, offering guidance on User Adoption strategy and custom SCIM integrations.

JumpCloud is an AI-powered unified IT management platform that secures the modern workforce by consolidating identity, device, and access management. The company is remote-first with teams in 15+ countries and focuses on building human connections across diverse backgrounds.

• Serve as the first line of defense for internal IT operations, providing helpdesk support and managing user lifecycle workflows in a remote-first environment.
• Oversee hardware asset tracking, software licensing audits, and coordinate remote device logistics for a growing global workforce.
• Support strategic IT initiatives including SSO expansion, identity management automation, and SOC 2 compliance mapping.

Truelogic is a leading provider of nearshore staff augmentation services, delivering technology solutions to companies of all sizes. With a team of over 600 skilled tech professionals based in Latin America, they drive digital disruption by partnering with U.S. companies on impactful projects.

• Administer Okta, implement SSO, manage onboarding/offboarding, and build automation workflows.
• Optimize SaaS spend by monitoring license utilization and identifying rightsizing opportunities.
• Provide IT support, manage user accounts, and enhance Mac experience for a remote team.

Zapier builds automation tools to make work more efficient and productive, helping millions of people build businesses. They are a remote-first company with a globally distributed team and a commitment to diversity and inclusion.

• Oversee the AMER Technical Architecture team, managing complex implementations and strategic engagements across platform, AI, and security.
• Coach senior technical talent to act as credible advisors focused on customer outcomes and consultative communication.
• Develop repeatable delivery methods, templates, and standards while representing the practice in management discussions.

GitLab is the intelligent orchestration platform for DevSecOps, trusted by over 50 million users and more than 50% of the Fortune 100. With an all-remote, asynchronous culture, GitLab empowers high-performance teams through transparency, iteration, and collaboration.

• Lead, coach, and develop the Customer Support team through hiring, training, and performance conversations.
• Manage daily operations of support queues and handle complex escalated customer issues.
• Monitor performance metrics using Zendesk and Sigma, identify trends, and drive data-informed improvements.

Practice Better is an all-in-one platform helping health and wellness practitioners run their businesses and care for their clients. Founded in 2016, we are a remote-first team of curious and empathetic people headquartered in Toronto, trusted by tens of thousands of practitioners across 70+ countries.

• Respond to and resolve support tickets covering workstation incidents and service requests, for users across multiple global locations.

Locaria is a multilingual marketing and linguistic services agency that operates across more than 90 global markets. They blend insights, data, talent and technology to take global content further for ambitious brands.

• Oversee operational excellence across Integrated Care services, leading a team of 10-12 direct reports.
• Manage special projects and strategic initiatives from planning through execution.
• Drive process optimization and continuous improvement to enhance efficiency and service quality.

The company provides integrated care services with a focus on behavioral health and human services. It is a large organization that fosters a mission-driven culture and values employee engagement.

• Manage a portfolio of complex customer situations and lead a team of support staff across multiple SaaS products.
• Serve as the senior escalation point for executive-level issues, drafting communications and coordinating cross-functional resolution.
• Drive operational improvements through process design, knowledge management, and performance coaching.

Cordance accelerates growth of B2B SaaS companies through acquisition and tactical guidance. It is an experienced operator with a passion for software, partnering with founders to scale businesses.