Overview

UPSTACK is the leading full-service technology brokerage that empowers businesses to make smarter technology investments. Through a vendor-neutral approach, UPSTACK delivers expert advisory and execution services across the entire technology landscape—including data center colocation, cloud, connectivity, networking, cybersecurity, AI, and more—at no additional cost to our clients.

Under the leadership of Founder and CEO Christopher Trapp, UPSTACK is committed to exceptional customer experiences, serving 6,500+ clients—from SMBs to enterprises—and managing over $1B+ in annual technology spend across industries.

About the Role

The IT Manager owns UPSTACK’s internal IT operations, serving as the primary point of accountability for endpoint management, internal technology projects, and UPSTACK’s outside vendor and MSP relationships — including the managed IT support provider, AV/conferencing, telecom, hardware, and software vendors. This role ensures service quality, SLA adherence, and cost-effectiveness across those partnerships, while planning and leading internal IT projects such as platform transitions, network upgrades, and hardware refresh cycles from scope through execution.

The ideal candidate brings hands-on experience managing Jamf and Microsoft Intune across a mixed device fleet, is comfortable directing outside vendors and an MSP helpdesk to consistent service standards, and holds an active CISM (Certified Information Security Manager) certification. This person can translate security and compliance requirements — including UPSTACK’s migration to Microsoft Entra ID Conditional Access — into practical endpoint and identity management practices.

Location Preference:

Remote

Key Responsibilities

Vendor & MSP Relationship Management

Serve as the primary owner of UPSTACK's outside vendor support services relationship: manage day-to-day engagement, ticket escalations, service quality, and SLA adherence
Manage other outside support vendors (AV/conferencing, telecom, hardware suppliers, software resellers), including scopes of work, deliverables, and accountability
Review Help Desk and vendor performance, invoices, and contract renewals; recommend changes or replacements where service or cost falls short
Act as the escalation point between UPSTACK employees and the MSP helpdesk, ensuring issues are routed, tracked, and resolved to standard

Internal IT Project Leadership

Plan and lead internal IT projects end to end, including platform transitions (e.g., Okta and Microsoft Entra ID), network upgrades, hardware refresh cycles, and new tool rollouts
Define project scope, timelines, and budgets; coordinate execution across the MSP, outside vendors, and internal stakeholders
Communicate project status, risks, and outcomes to business stakeholders

Helpdesk & Support Oversight

Own endpoint management across the fleet: Microsoft Intune for Windows devices and Jamf for Mac devices, including configuration profiles, compliance policies, app deployment, and patching
Administer and oversee internal RMM tooling for monitoring, alerting, patch automation, and remote support
Oversee the device lifecycle: procurement, provisioning, new-hire staging, refresh, retirement, and recycling logistics
Handle escalated, sensitive, or high-visibility issues directly, delivering white-glove support for senior leadership and board members, including board meeting AV

Technology Stack & Security

Administer and support UPSTACK's core stack: Microsoft 365, Intune, Jamf, Cisco Meraki, Okta, and Microsoft Entra ID

EDUCATION

Required Licenses | Certifications | Degree

CISM (Certified Information Security Manager) certification required; no specific degree required — equivalent IT management or technical leadership experience considered

Preferred Licenses | Certifications | Degree

Microsoft MD-102 (Endpoint Administrator Associate)
Microsoft AZ-104 (Azure Administrator Associate)
CompTIA Security+

KNOWLEDGE

Jamf, Microsoft Intune, and Microsoft Entra ID (all required): hands-on knowledge of Mac device management with Jamf, Windows device management with Intune, and identity and conditional access management with Microsoft Entra ID as UPSTACK migrates to a Zero Trust security model