Senior Manager, IT Operations

About the Role

Lead the team that keeps Suno Corporate IT Systems running. As Manager, IT Operations, you'll lead our IT Engineers and build our IT Service Desk. Your team owns IT operations across our four US offices - Cambridge, New York, San Francisco, and Los Angeles - including identity and access management, endpoint management, collaboration software, office A/V, office networking, and Tailscale.

Your success will be measured through the impact of your team. You'll establish clear ownership over operational areas, ensure top-notch service that your colleagues trust, and your team will leverage AI and Automation to scale efficiently. You'll partner closely with Operations, People, Finance, Security, and Engineering, and you'll be the senior IT presence on the West Coast.

Listen to the song we made about it: WHAT YOUR TEAM OWNS

• Identity and access management - Okta, SSO and SCIM coverage, joiner / mover / leaver automation via our IGA platform, access reviews, and ad hoc access requests.
• Endpoint management - the Mac fleet in MDM, zero-touch enrollment, OS and patch compliance, device trust, and endpoint security in partnership with our EDR/MDR providers.
• Collaboration software - Google Workspace, Slack, Notion, and the broader SaaS portfolio: configuration, hardening, licensing, and lifecycle.
• Office A/V - conference rooms, videoconferencing, and event spaces.
• Corporate Networking - wired, wireless, and WAN across four sites, including design for buildouts and expansions with outside experts where it makes sense.
• Tailscale - our zero-trust network layer: ACL policy, device posture, access to internal tools and infrastructure, and the day-to-day administration in collaboration with Engineering
• IT service delivery - the service desk, AI IT Service Management platform, SLAs, escalation paths, knowledge base, and the Tier 0 partnership with office managers.

What You'll Do

• Manage the IT Engineers - set expectations against our role standards, give direct feedback, run 1:1s and performance conversations, and grow people on the IC track. Manage against outcomes and impact, not tenure and activities.
• Build the IT Help Desk - define the service model (what the desk handles, what escalates to engineering, what office managers cover at Tier 0), write the job profiles, our our service desk team.
• Own operational outcomes - the team's quarterly plan across the areas above, clear ownership of each area by a named engineer, and honest status reporting to the Senior Manager of IT and leadership.
• Run change well - size changes by scope, impact, and reversibility; make sure the team communicates before changes land and can roll them back after; bring in the right partners early and avoid surprises.
• Scale service as Suno scales - runbooks and knowledge articles good enough for AI-powered self-service to actually deflect; automate what the team has handled twice; absorb headcount growth without proportional growth in tickets or effort.
• Manage vendors and partners - MSPs, network and A/V integrators, EDR/MDR providers, and SaaS vendors; hold them to results and know when to bring work in-house.
• Lead IT for the West Coast - own IT for the SF office directly, oversee LA coverage, and partner with Facilities on buildouts, moves, and expansions.

Must-haves

• 10+ years in IT, including 3+ years managing IT engineers, a help desk, or an IT operations team at a high-growth company.
• You've built a support function, not just inherited one - you can discuss service model, SLAs, staffing, and deflection you put in place and what changed because of it.
• Working knowledge across the stack your team owns - identity (Okta or equivalent, SCIM, IGA), Apple-first endpoint management, Google Workspace and Slack administration, office networking and A/V, and zero-trust networking (Tailscale or comparable) - deep enough to set priorities, review your team's work credibly, and ask the right questions, without needing to be the best engineer in the room.
• Strong people leadership - you've hired, coached, given hard feedback, and managed performance, including for people in other offices and time zones.
• Clear written communication - you need to be able to communicate clearly and concisely for executive, business, and technical audiences.
• Judgment under growth - you can tell a one-way door from a two-way door, move fast on the reversible, and slow down on the consequential.

Nice-to-haves

• Hands-on background with Okta, SCIM provisioning, and IGA tooling (Lumos, SailPoint, Saviynt, or comparable).
• Modern Apple MDM (Iru, Jamf, Jumpcloud) and endpoint security partnerships (CrowdStrike, SentinelOne, Expel, or similar).
• Tailscale or another zero-trust network layer in production - ACL design, device posture, SSO integration.
• ITSM design experience - intake, categorization, SLAs, and reporting from scratch; AI-powered self-service a plus.
• Experience running IT through a multi-office expansion - new sites, floor expansions, and the integrators and vendors that come with them.
• Experience as an early IT leader at a company that grew from hundreds to a thousand employees.

Pay and benefits

This role is expected to work from the designated Suno office 5 days a week, per Suno's company policy. Full-time employees will receive competitive equity packages, and comprehensive benefits. The actual base salary offered may vary depending on location, skills, qualifications, and experience.

Additional Notes

Applicants must be eligible to work in the US.

Willingness to travel (up to 25%) to lead team members and support offices across Suno locations, with a deliberate cadence in Cambridge and NYC during the first six months.

Perks & Benefits for Full-time Employees

• Company Equity Package
• 401(k) with 3% Employer Match & Roth 401(k)
• Medical, Dental, & Vision Insurance (PPO w/ HSA & FSA options)
• 11 Paid Holidays + Unlimited PTO & Sick Time
• 16 Weeks of Paid Parental Leave
• Creative Education Stipend
• Generous Commuter Allowance
• In-Office Lunch (5 days per week)