Job description

Title: Manager, IT Location: Austin, TX (Hybrid) Reporting to: Director, IT Operations About Hippo: Hippo exists to protect the joy of homeownership. We believe that insurance should protect the things you treasure through an intuitive, modern experience. We provide tailored insurance coverage and preventative maintenance plans that keep you protected throughout your homeowner journey. We’ll also help you find coverage for everything life brings—from auto to flood—reimagining how you care for your home.  About This Role: We’re looking for a service-obsessed Manager, IT to lead our global support team and ensure every Hippo has the tools, access, and guidance needed to do their best work. Partnering closely with the Director of IT Operations, you’ll set strategy, champion a culture of continuous improvement, and roll up your sleeves to tackle complex technical challenges alongside your team. You will be a customer service and support evangelist, leading our support team while also assisting our customers via in person walkup, support tickets, email, and chat. You will work closely with the Director of IT to drive team direction and make continuous improvements to our internal tools, documentation, and processes that directly impact the business. You love building relationships with customers, business partners, and IT team members alike. You have an extensive background in leading projects and teams, utilizing metrics to drive change, and are passionate about providing the best customer service experience possible. You are also passionate about mentorship and providing direct constructive feedback for continued development. About You: Natural relationship-builder who loves delighting internal customers Data-driven leader who uses metrics to uncover trends and drive change Experienced people manager with a passion for mentoring and developing high-performing teams Comfortable collaborating across time zones and cultures Energized by fast-moving, high-growth environments What You’ll Do Own day-to-day direction and prioritization for a distributed support team (U.S. & Poland) Co-manage and administer our SaaS ecosystem—identity & access management (SSO integrations), O365, Google Workspace, Slack, Zoom, and more Develop and maintain clear policies, runbooks, and documentation for IT staff and all Hippos company-wide Track SLAs/SLOs, surface insights, and implement improvements to exceed service commitments Lead cross-functional projects spanning user experience, security, infrastructure, and compliance—turning requirements into actionable roadmaps Identify gaps in tools or workflows and engineer scalable solutions Provide hands-on escalation support for complex technical and policy issues Must Haves 7+ years in a modern IT support environment with 4+ years leading projects 2+ years managing people and/or teams Deep experience with identity providers, device management, and collaboration tools (e.g., Okta/Azure AD, Jamf, Intune, Slack, Teams, Zoom) Expertise in macOS and Windows operating systems and video-conferencing technology Proven ability to leverage ticketing data and metrics to drive best practices Excellent written and verbal communication skills with sharp attention to detail Passion for continuous improvement, scalability, and an exceptional employee experience Benefits and Perks Hippo treats its team members with the same level of dedication and care as we do our customers, which is why we’re fortunate to provide all of our Hippos with: Healthy Hippos Benefits - Multiple medical plans to choose from and 100% employer covered dental & vision plans for our team members and their families. We also offer a 401(k)-retirement plan, short & long-term disability, employer-paid life insurance, Flexible Spending Accounts (FSA) for health and dependent care, and an Employee Assistance Program (EAP) Equity - This position is eligible for equity compensation  Training and Career Growth - Training and internal career growth opportunities Flexible Time Off - You know when and how you should recharge Little Hippos Program - We offer 12 weeks of parental leave for primary and secondary caregivers Hippo Habitat - Snacks and drinks available and catered lunches for onsite employees Hippo is an equal opportunity employer, and we are committed to building a team culture that celebrates diversity and inclusion.  Hippo’s applicants are considered solely based on their qualifications, without regard to an applicant’s disability or need for accommodation. Any Hippo applicant who requires reasonable accommodations during the application process should contact the Hippo’s People Team to make the need for an accommodation known.Hippo CCPA

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