{"id":2870543,"url":"https://alion.io/job/bitfarms-it-support-manager","title":"IT Support Manager","company":{"id":47749,"name":"Bitfarms","domain":"keelinfra.com","url":"https://alion.io/company/keelinfra","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":82,"open_postings":7,"ghost_share":0,"stale_share":0.714,"repost_share":0,"time_to_fill_p50_days":48,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States","Pittsburgh, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":125000,"max":165000,"currency":"USD","period":"year","gross":null,"usd_annual":165000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Confluence","optional":false},{"name":"ISO 27001","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Power BI","optional":false},{"name":"Service Desk","optional":false},{"name":"SOC 2","optional":false},{"name":"Zero Trust","optional":false}],"status":"live","first_seen_at":"2026-10-19T18:25:24Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-22T12:58:01Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Careers at Keel \nKeel Infrastructure is a publicly traded energy and digital infrastructure company that develops and owns data centers and power assets across North America. \nAt Keel, you’re not just joining a company, you’re helping build the infrastructure behind the future of compute. \nWhy Keel \nWe’re at the intersection of energy and technology, two industries transforming in real time. \nThe work is complex. The pace is fast. The impact is real. \nYou’ll be part of a team that values: \nOwnership - we take responsibility and follow through \nCollaboration - we work across teams, functions, and borders \nCuriosity - we ask questions and keep learning \nEndurance - we build for the long term \n What It Feels Like to Work Here \nFast-moving, high-growth, and hands-on\nSmart, driven people solving real challenges together \nWork that directly supports AI and next-generation infrastructure\nRoom to grow, stretch, and take on more\nWhat We Offer \nCompetitive salary, bonus and equity opportunities \nComprehensive health and wellness benefits\nRetirement savings with company contribution\nEmployee referral program\nWe are currently looking for an IT Support Manager to join our team\nJob Description\nRole Summary\nKeel Infrastructure is seeking a forward-thinking IT Support Manager to lead the IT Support function: the team that keeps the business running day to day and shapes how end users experience IT at Keel. This is fundamentally a leadership role, for someone who thinks beyond the ticket queue, sets a multi-year vision, modernizes how the team works, and builds a team and culture that scales with the business.\nThe role also owns Keel’s Microsoft 365 and identity platform (Entra ID, Intune, Exchange Online). Reporting directly to the SVP, Information Technology, the manager collaborates closely with peers in Infrastructure & Platform and Cybersecurity & Compliance. This is a critical hire as IT moves from stabilization to optimization, and the role helps define what optimized looks like for IT Support.\nKey Responsibilities\nIT Support Leadership & Strategy\nSet the strategic direction and multi-year roadmap for IT Support, anticipating how headcount growth, new locations, and business change will reshape the team’s needs.\nLead and develop the IT Support team: hiring, performance management, career pathing, and building a bench of future leads.\nRedefine what good looks like beyond SLA adherence: user experience, proactive support, and measurable business impact.\nEnsure SLA adherence across P1-P5 ticket tiers in Jira Service Management; review KPIs weekly and report trends to IT leadership monthly.\nChampion the build-out of the Keel IT Help Center: request workflows, self-service content, and automation.\nBuild and maintain escalation paths, on-call coverage, and incident response procedures for end-user impacting events.\nOwn the device lifecycle: procurement standards, imaging, Intune enrollment, and decommission.\nIdentify and implement automation and AI-enabled support opportunities that reduce ticket volume.\nAct as a thought partner to the SVP of IT on where the support function should be in 12-24 months.\nMicrosoft 365 & Identity Platform\nOwn Keel’s Microsoft 365 and identity platform: Entra ID, Intune, and Exchange Online.\nDrive Conditional Access policy design, PIM role tiering, and zero-trust implementation with the Cybersecurity & Compliance manager.\nServe as the internal Microsoft 365 / identity point of escalation for complex technical issues.\nGovernance & Cross-Functional Collaboration\nSupport identity lifecycle projects, including HiBob to Entra ID provisioning and the PIM Policy rollout.\nParticipate in change control review and enforce the Change Control Request process for platform-impacting modifications.\nWork with Finance, HR, Legal, and Operations to translate business requirements into IT solutions, and represent IT Support in broader IT planning.\nQualifications\nRequired\n8+ years leading an IT support or service desk function, including team leadership, hiring, and performance management.\nTrack record of building or meaningfully transforming a support team’s tooling, process, or culture.\nExperience with SLA-based service delivery, ideally in Jira Service Management or a comparable ITSM platform.\nWorking knowledge of Microsoft 365 administration and identity concepts (Entra ID, Intune, Conditional Access).\nAbility to think strategically about a team’s future state, not just manage today’s queue.\nClear communication with non-technical stakeholders up to the executive level.\nEffective in a fast-paced environment with competing priorities.\nHighly Preferred\nExperience building a multi-year roadmap or operating model for a support function.\nHands-on Jira Service Management and Confluence experience (practitioner and/or admin).\nExposure to AWS or another public cloud (Keel is migrating from Azure to AWS).\nMicrosoft certifications: MS-102 or SC-300.\nFamiliarity with SOC 2 or ISO 27001.\nExposure to AI tooling governance in an enterprise context.\nExperience in a Nasdaq-listed or similarly regulated public company.\nFamiliarity with Power BI for IT operational reporting.\nOur compensation package includes a base salary within the below posted range, bonus, and a yearly equity grant.\nNYC\n$125,000—$165,000 USD","description_format":"text","description_chars":5288,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Data Centers & Colocation","Mining & Staking"],"lifecycle":[{"event":"open","at":"2026-10-19T19:28:52Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring 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