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
RMM experience (required): prior hands-on work with RMM platforms (e.g., NinjaOne, Datto RMM, ConnectWise Automate, or similar) for monitoring, patching, and remote support
Knowledge of MSP operating models, SLAs, and vendor/contract management
Knowledge of Microsoft 365 administration and identity platforms, including Okta and Microsoft Entra ID, particularly through platform transitions
Familiarity with networking fundamentals and equipment such as Cisco Meraki
Understanding of IT asset lifecycle management, security best practices, and endpoint compliance standards
SKILLS
Strong vendor and MSP relationship management skills, including performance reviews, escalations, and contract negotiation
Project management skills: scoping, scheduling, budgeting, stakeholder communication, and cross- team coordination
Strong technical troubleshooting and escalation judgment across hardware, endpoints, networking, and conferencing
Excellent verbal and written communication, with the discretion and professionalism to support senior leadership and board members
Organizational skills to manage concurrent projects, vendors, and device inventory
ABILITIES
Ability to lead and manage multiple concurrent IT projects, vendor relationships, and support escalations effectively
Ability to exercise sound judgment in high-visibility, sensitive situations involving senior leadership and board members
Ability to translate business and security requirements, such as the Zero Trust/Entra ID Conditional Access migration, into actionable technical project plans
Ability to hold outside vendors and MSP partners accountable to SLAs and service quality standards
Ability to operate independently while keeping stakeholders informed of project status, risks, and outcomes
Salary Range
Employees new to UPSTACK typically come in at the start of the pay range. UPSTACK focuses on providing a simple and transparent pay structure, which is based on a variety of factors, including location, experience, and job-related skills.
The salary range for this role is fixed at $90,000 to $120,000 annually, with no room for negotiation. Please apply with this understanding.
Closing
UPSTACK is an Equal Opportunity Employer and does not discriminate based on race, gender, ethnicity, religion, national origin, age, disability, veteran status, gender identity/expression, sexual orientation, or on any other basis prohibited by law. Consistent with applicable state and local law, UPSTACK will consider employment for all qualified applicants.
UPSTACK is committed to providing reasonable accommodations to individuals with disabilities as required by applicable law. Accommodations may include adjustments to the application, interview, or assessment process, as well as modifications to the work environment or job duties to enable individuals to perform the essential functions of the role. Requests for accommodations will be evaluated on a case-by-case basis and provided unless they impose an undue hardship on the organization.
At this time, UPSTACK will not sponsor a new applicant for employment authorization for this position.
We endeavor to make the application process accessible to all applicants. If you would like to contact us regarding accessibility and/or need assistance completing the application process, please contact us at talent@upstack.com.
