Manager of IT Operations

About Us

InStride Health’s mission is to deliver specialty anxiety and OCD care that works for every kid, teen, young adult, and family who needs it. Through this mission, we are expanding access to insurance-based care, increasing engagement in treatment, and improving treatment outcomes. We are doing this by combining research-backed clinical care and innovative technology to eliminate the major problems with care today: difficulty finding providers, months of waiting to be seen, arduous onboarding processes, and inconsistent use of evidence-based therapies and outcomes tracking. Our vision is to become the nation’s most trusted provider of pediatric anxiety and OCD care.

Team InStride Health: Our Core Values

Give Heart : We lead with heart, treating patients and their families the way we want our loved ones to be treated.

Work Smart : We find smarter ways to solve hard problems and fix the broken mental health system by leveraging technology, diversity of thought, and innovation.

Have Humility : We leave our egos at the door, empowering our team to collaborate, celebrate diversity, and adopt a growth mindset.

Embrace Community: We all belong. We are in this together, and we never worry alone. We believe in each other and recognize that every voice matters.

About the Role

We are looking for a Manager of IT to bring technical depth, delivery structure, and systems health to the technology department that keeps InStride running. Reporting to the Senior Director of IT, this role owns the operating rhythm of our core workplace systems, including sprint planning, ticket hygiene, resolution SLAs, and project delivery, while directly managing and developing a team of IT support specialists. Sitting between leadership and support specialists, this role acts as a force multiplier: converting recurring manual work into automation, establishing clear reporting layers, and serving as the senior technical escalation point. This role is focused on technical leadership, operational rhythms, and managing the support team through company growth. This is a fully remote position.

Responsibilities:

Run the IT Team operating rhythm, establishing sprint planning, standups, retrospectives, ticket hygiene, and clear SLA tracking aligned with the broader technology organization.

Directly supervise and develop the IT support team, providing clear direction, performance oversight, and professional growth support.

Serve as the senior technical escalation point above support specialists, guiding the team through complex troubleshooting, root-cause analysis, and IT operational standards.

Own enterprise identity and access management (IAM) platforms (specifically Okta), including RBAC design, group architecture, SSO and SCIM integrations, and lifecycle provisioning automation.

Administer systems and policies within cloud collaboration platforms alongside direct mobile device management (MDM) to ensure device compliance, zero-touch deployment pipelines, and OS update strategy across macOS endpoints.

Manage the cloud telephony and collaboration portfolio, including but not limited to Zoom, Zoom Phone (call queues and IVR routing), Slack, and Jira Service Management queue routing logic and configuration.

Convert recurring manual IT onboarding and access requests into automated self-service workflows.

Build IT operational reporting dashboards, structuring data to help manage and streamline day-to-day IT operations.

Reconcile software licenses against active headcount on a set cadence to identify cost variances before they compound across SaaS applications.

Partner with Security to run access reviews, enforce least-privilege principles, support endpoint/email security tooling, and collect IT audit evidence for compliance cycles.

Strategically implement and administer AI capabilities within IT operations to improve overall IT throughput, efficiency, and SLAs while adhering to rigorous compliance standards.

Partner cross-functionally with HR, Clinical, Commercial, and Engineering stakeholders to manage cohort onboarding/offboarding, run decision-oriented meetings, and maintain clear internal technical runbooks and end-user FAQs.

What You Need to Succeed in the Role

5+ years of progressive experience in IT operations and systems administration, including direct people-management experience supervising, developing, and mentoring technical or support staff.