Manager, IT Support

We’re not just building better tech. We’re rewriting how data moves and what the world can do with it. With Confluent, data doesn’t sit still. Our platform puts information in motion, streaming in near real-time so companies can react faster, build smarter, and deliver experiences as dynamic as the world around them. It takes a certain kind of person to join this team. Those who ask hard questions, give honest feedback, and show up for each other. No egos, no solo acts. Just smart, curious humans pushing toward something bigger, together. One Confluent. One Team. One Data Streaming Platform. About The Team: The Information Technology team’s mission is to keep us efficient & secure by ensuring the systems and technology that we use every day are always up and running. The team is responsible for managing Confluent’s enterprise-wide systems & infrastructure and providing end-user support. The IT group oversees a cloud-first environment that combines on-premises & public cloud infrastructure, along with many best-of-breed SaaS applications. About the Role: The IT Support Manager will lead the organization’s IT support function for our US region while actively contributing to daily technical operations. This hands-on leadership role is responsible for managing the support ticket queue, assigning and tracking work, mentoring team members, and ensuring prompt, high-quality technical support. In addition to management responsibilities, the Manager will work on tickets, resolve complex technical issues, oversee IT asset lifecycle management, and ensure smooth onboarding and off-boarding of employees. This role is critical to maintaining reliable IT systems and a positive user experience across the organization. The position is a hybrid role in the San Francisco Bay area. WHAT YOU WILL DO: - Shared accountability for roadmaps, performance, and availability of the IT Support team - Be the face of IT support to our local Confluent team, including our executives at our HQ. - Provide mentorship, coaching, and professional development to a team of direct reports - Serves as a contributor to the company in collaboration with the leadership team for purchase, tracking, integration, testing, operation, and disposition of all changes to company-wide technology owned by the IT team - Translate highly complex IT concepts in ways that a variety of audiences can understand; influence senior leadership to adopt new ideas, products, and/or approaches. - General administration and familiarity with GSuite, Zoom, Slack, Atlassian, and Okta. - Consult senior-level stakeholders across the entire organization to identify business and technology needs and optimize the use of information technology. - Proactively identifies opportunities, conducts analyses, needs assessments, cost/benefit assessments, and brokers other IT services. - Foster strategic relationships between internal IT resources and external entities (vendors, partners, etc.) - Ensure smooth delivery and operation of IT services by monitoring system performance. - Develop dashboard, reports, and KPIs for performance & productivity reporting for systems and personnel. - Ensure our Service Level Agreements (SLA) and escalations are appropriately addressed. - Develop and implement strategies to manage, measure, and improve services, tools, and overall support. - Help define and be part of our AI strategy, including support, user education, and experience. WHAT YOU WILL BRING: - 5+ years of progressive IT support experience, including at least 2 years in a supervisory, lead, or management role. - Technical expertise in computer systems, networks, hardware, software, and standard business applications. - Proven ability to balance leadership duties with personal technical workload. - Experience managing IT asset lifecycles, onboarding/offboarding processes, and support-related audits. - Excellent troubleshooting, problem-solving, and analytical skills. - Strong leadership, communication, and interpersonal abilities with a customer service focus. - Experience with ITSM tools and knowledge of ITIL best practices preferred. - Experience with AI for end-user support is a plus. READY TO BUILD WHAT'S NEXT? LET’S GET IN MOTION. COME AS YOU ARE Belonging isn’t a perk here. It’s the baseline. We work across time zones and backgrounds, knowing the best ideas come from different perspectives. And we make space for everyone to lead, grow, and challenge what’s possible. We’re proud to be an equal opportunity workplace. Employment decisions are based on job-related criteria, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by law.