Job Description

IT Manager

This is a Hybrid role out of our Charlotte, NC office.

What we believe

In the past few years, private equity investors have invested more than a trillion dollars in software and tech-enabled companies. And in many cases, the underlying tech is the greatest enabler to the business strategy. But has the approach to govern technology value creation caught up to the magnitude of the risk?

We believe a better way is possible – a more programmatic, proactive approach to actively manage technology throughout the investment lifecycle – and that’s what we do.

Our role

We know that technology can create truly transformative change, and its role in business is only growing. Crosslake is here to support the changemakers and help them buy, build and run better technology.

What we value

You could be a good fit for Crosslake if you see yourself reflected in our guiding values:

Service. We effect change by empowering others.

Curiosity. We believe great advice starts with deep understanding.

Credibility. Our expertise is earned and proven.

Commitment. It’s our privilege to serve clients in their critical moments.

Creativity. We are inspired by the constant pursuit of better.

Reporting to the Director of Information Technology (IT), the IT Manager will work closely with the broader IT team to provide day-to-day management of Crosslake’s internal technology while also working to evolve our operations. The role involves ensuring that our SaaS-first ecosystem runs smoothly, securely, and efficiently while supporting a growing, distributed workforce; interfacing with our global support partner as a point of escalation; leading and implementing IT projects; assisting in the management of company hardware and software; and collaborating with the business system team at key points of intersection. Success requires strong technical expertise, a diligent and proactive mindset, and excellent communication and problem-solving skills to deliver a seamless user experience across all platforms.

Responsibilities

• Oversee the daily operation of IT systems and services
• Manage and support company issued hardware and SaaS platforms
• Provide escalated user support and ensure that the IT Service Desk is operating effectively
• Manage IT assets effectively throughout their lifecycle
• Support and implement IT projects and initiatives
• Create, maintain and manage technical documentation
• Drive improvements to system performance, reliability, and user experience
• Administer and support managed cloud infrastructure, automations and integrations
• Monitor and maintain cyber security systems

Required Skills

• 2+ years proven success in an IT Manager or senior IT role
• Experience effectively managing external vendor and support provider relationships
• Demonstrated history of prioritizing user requests and projects based on business or user impact
• Must align with the philosophy that IT serves internal customers (i.e., must value excellence in providing internal customer service and find meaning in translating customer feedback into operational improvements)
• Proactive and solutions-oriented mindset
• Strong problem-solving skills with the ability to diagnose and resolve complex issues
• Excellent communication skills, including the ability to explain technical concepts to non-technical users
• Experience fostering stakeholder confidence in the ability of the company's systems to deliver (including rapid recovery from unexpected challenges)
• Clear understanding of how to maintain and update technical documentation
• Ability to excel in a fast-paced, ever-evolving, primarily remote environment

Technical Requirements

• Experience supporting both Windows and Mac environments
• Hands-on experience managing SaaS-based environments including Microsoft 365, Slack, Atlassian and Zoom
• Experience with supporting management of Cloud infrastructure (AWS, Azure, GCP)
• Solid understanding of IT security, identity management, and access controls
• Knowledge of ITIL or similar service management framework experience and formal support ticketing systems (e.g., Jira)
• Technical knowledge of Entra ID and Intune for user and device management
• Familiarity with automation and workflow optimization
• Relevant IT certifications preferred (CompTIA A+, Microsoft Certified, etc.)