Your opportunity
New Relic is searching for a Manager to join our growing IT Support team. This role will report to the Senior Manager of IT Support and serve as a Manager to our growing team of highly skilled support team members. 

The ideal candidate will possess exceptional leadership abilities, a high level of technical expertise, and excellent English communication skills. You will be responsible for troubleshooting complex technical issues, mentoring team members, and implementing IT solutions that enhance efficiency and performance. 

Ideal candidates have proven experience managing in-office technical teams comprised of system administrators and tier 2/3 IT desktop and A/V support. Collaborating with the rest of IT leadership and our stakeholders, you’ll help design and be responsible for implementing our next generation of tooling and endpoint user experience.  

What you'll do

In this role, you will lead a team of IT Support Technicians passionate about IT and operational excellence.
This is a mainly office based role, which means you will work out of our Hyderabad office a minimum of three days per week (Tue/Wed/Thurs). You will also provide remote support to New Relic employees globally. Day-to-day responsibilities will include the following:
  • Provide an IT leadership presence in office to IT Support staff and related escalations
  • Partner with IT Leadership on OKRs and achieving team objectives
  • Provide event & meeting support via Zoom
  • Install, configure, and troubleshoot software packages, including operating systems desktop software, and custom applications
  • Ensure accurate inventory of hardware assets
  • Maintain a high level of service and support using JSM ticketing system
  • Collaborate with external partners like Security and Facilities
  • Participate in a global emergency on-call rotation



This role requires
  • 3+ years as a people manager or lead of a technical team
  • 5+ years as an individual contributor on an IT operations or engineering team
  • Deep expertise with SaaS applications (eg. Google Workspace, Okta, Zoom, Slack, JSM)
  • Familiarity with generative copilot platforms (Moveworks)
  • Network knowledge and troubleshooting
  • Familiarity with JAMF Pro and CrashPlan
  • Strong soft skills (eg. critical thinking, creative problem solving, leadership, etc.)
  • Demonstrate empathy and a desire to provide a first-class end-user experience
  • Exhibit passion and motivation for new technology and learning
  • Demonstrate ability to work both independently and as a member of a team

Bonus points if you have
  • Apple Certified Macintosh Technician (ACMT) certification
  • Apple Certified Support Professional (ACSP) certification
  • Google Workspace certification
  • ITIL Certificate
  • Google IT Support Professional certification
  • Comfortable using a command line
  • Familiarity with a scripting or coding language (Python, Bash, Javascript, Java)

Is a Remote Job?
No

New Relic helps engineers and developers do their best work every day — using data, not opinions — at every stage of the software lifecycle. The world’s best engineering teams rely on New Relic to...

Apply Now