IT Manager

Job Description:

Remitly’s vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.

About the Role:

We are seeking an experienced IT Support Leader based in our Seattle headquarters and supporting other sites includes Vancouver Canada and Washington, DC. The ideal candidate has specialized expertise in networking infrastructure and IT support and service management. This individual will bring a proven track record in managing helpdesk operations, optimizing service level agreements (SLAs), and implementing efficient processes for AV support, software provisioning, and technical troubleshooting. This position plays a critical role in maintaining our technology infrastructure and ensuring exceptional IT service delivery across the organization. This role is hybrid and based out of our Seattle, WA office.

You Will:

• Lead and develop a team of IT support specialists (L1) to support virtual end users and office employees in USA and Canada
• Help oversee critical enterprise systems including Google Workspace, Slack, Zoom, One Password and JIRA/JIRA Service Management.
• Manage and optimize network infrastructure to ensure reliable connectivity and minimal congestion
• Guide process improvements for helpdesk ticket management, reducing response times and increasing resolution rates
• Direct and oversee AV support for conference rooms, presentations, and virtual meeting environments
• Coordinate with cross-functional teams to identify gaps and develop innovative solutions
• Provide strategic direction for hardware procurement, deployment, and lifecycle management
• Develop and maintain IT policies, procedures, and documentation
• Monitor and report on key performance indicators for IT service delivery
• Stay current with emerging technologies and recommend solutions to enhance organizational efficiency

You Have:

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
• 7+ years of experience in IT operations with at least 3 years in a leadership role
• Demonstrated success in helpdesk operations and SLA optimization
• Experience with AV systems implementation, troubleshooting, and management for enterprise environments
• Strong project management skills with ability to lead large-scale technology initiatives
• Experience managing distributed teams across multiple locations
• Excellent vendor management and negotiation abilities
• Strategic mindset with focus on cost optimization and service improvement
• Strong communication and interpersonal skills
• ITIL certification preferred

Compensation Details. The starting base salary range for this position is typically $108,000-$135,000. In the U.S., Remitly employees are shareholders in our Company and equity is part of our total compensation plan. Your recruiter can share more information about medical benefits offered, as well as other financial benefits and total compensation components offered with this role.

Our Benefits:

• Flexible paid time off
• Health, dental, and vision + 401k plan with company matching
• Paid parental, medical, military and family care leave
• Mental Health & Family Forming Benefits
• Employee Stock Purchase Plan (ESPP)
• Continuing education and travel benefits

We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including a woman’s potential to get pregnant, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability (including the use of a trained dog guide or service animal), HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.

Remitly is an E-Verify Employer

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.