Manager, IT Operations

<div class="content-intro"><p>Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us!</p></div><p class="font-claude-response-body break-words whitespace-normal">Figma is looking for a Manager, IT Operations to lead our New York team. We are looking for someone with a proven record leading a technical and cross-functional team in a high-growth, rapidly scaling environment that moves quickly to support a growing organization. You will drive and execute against the team's roadmap, handle performance management, SLA's, provide leadership with relevant metrics and serve as an escalation point for the team.</p> <p class="font-claude-response-body break-words whitespace-normal">You'll report to IT Operations leadership and play a key role in shaping how IT Operations scales alongside Figma's growth in New York.</p> <p class="font-claude-response-body break-words whitespace-normal">This is a full time hybrid role that will be held from our New York Hub with at least 2 days in office per week.</p> <h4 class="font-claude-response-body break-words whitespace-normal"><strong>What you'll do at Figma:</strong></h4> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">Lead and develop IT Operations in New York Hub by coaching and supporting the New York IT Operations team and contractors</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Roll up your sleeves on escalated issues to assist the team and create documentation, deploy new systems and processes to effectively scale</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Build and maintain dashboards showing relevant helpdesk metrics (CSAT, SLAs, most common issues) to serve as a baseline for end-user support and overall IT performance. As a data-driven leader you'll use these metrics to identify root causes and create solutions</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Proactively identify and address inefficiencies and bottlenecks within IT Operations (e.g. access requests, automations, lifecycle management)</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Partner cross-functionally with teams across the business to understand their needs, solve problems and work towards common initiatives</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Ensure the procurement of hardware and software aligns within budget and forecast costs to optimize financial planning and resource allocation</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Lead and own IT projects from conceptualization to completion involving cross departmental collaboration</li> </ul> <h4 class="font-claude-response-body break-words whitespace-normal"><strong>We'd love to hear from you if you have:</strong></h4> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">3+ years of experience leading a team of IT professionals with a wide variety of responsibilities</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">5+ years of direct IT support experience</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Experience working with remote teams, multiple offices, and different time zones</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Ability to partner with both technical and non-technical collaborators on a global level and experience managing vendors and contractor workforces</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Advanced knowledge administering Okta, Google Workspace, Zoom, Slack, JAMF and various other S