senior IT Manager

About Birdeye

Birdeye is the leading agentic marketing platform for multi-location brands.Companies like H&R Block, Aspen Dental, and Caesars Entertainment use Birdeye to manage marketing across thousands of locations — from how they get found, to how they convert, to how they retain customers. Our platform replaces disconnected point tools with AI agents that execute work at the location level — responding to reviews, updating listings, publishing content, and driving conversions.

Backed by Marc Benioff, Jerry Yang, and Accel-KKR, Birdeye was named to G2’s 2026 Best Agentic AI Products list — appearing alongside the world’s leading AI companies. We’re expanding rapidly into enterprise, with growing adoption across large, multi-location brands.

Job Summary:

The Senior IT Manager will lead and manage Birdeye’s IT infrastructure, applications, and support teams across all global locations. This role is responsible for overseeing the development, implementation, and maintenance of technology systems while ensuring the security, efficiency, and performance of IT operations.

We are looking for a forward-thinking leader who doesn't just manage "the way things are," but actively reimagines IT through the lens of automation. The ideal candidate has a deep background in AI and Agentic frameworks, having successfully transitioned traditional IT service management into a self-healing, automated ecosystem.

Responsibilities:

Strategic Leadership & AI Innovation

• Agentic Automation: Design and implement agentic workflows to automate complex IT systems and repetitive processes, reducing manual intervention and increasing operational velocity.
• AI Integration: Serve as the subject matter expert on AI-driven IT operations (AIOps), identifying opportunities to deploy LLM-based agents for support, provisioning, and monitoring.
• Strategy Alignment: Align IT initiatives with business goals, ensuring technology investments drive a measurable ROI and support Birdeye’s rapid global scaling.

Infrastructure & Operations

• Global Management: Oversee IT infrastructure and SaaS application stacks across all global offices, ensuring 99.9% uptime and seamless connectivity.
• Performance Optimization: Audit and optimize existing technology systems to ensure peak performance, security compliance, and cost-efficiency.
• Lifecycle Management: Manage the end-to-end lifecycle of hardware and software, from procurement and automated provisioning to deprecation.

Security & Compliance

• Maintain a robust security posture by implementing automated threat detection and response workflows.
• Ensure all IT operations comply with global data privacy regulations (GDPR, SOC2, etc.) through automated auditing and reporting.

Team Leadership & Mentorship

• Lead, mentor, and grow a high-performing global IT team, fostering a culture of innovation and "automation-first" thinking.
• Manage vendor relationships and contract negotiations to ensure Birdeye receives top-tier service and value.

Requirements

• Minimum of 10–12 years of progressive experience in Information Technology within a high-growth SaaS or tech environment with a proven track record of managing complex technical environments.
• At least 5 years of direct people management experience with expertise in managing IT operations remotely for global locations
• AI/Agentic Background: Proven track record of implementing Agentic workflows (e.g., using frameworks like LangChain, AutoGPT, or custom AI agents) to solve IT bottlenecks.
• Demonstrated strong stakeholder management skills, with the ability to bridge the gap between technical teams and executive leadership, ensuring IT initiatives align with broader business goals
• Must be ITIL Foundation certified. CCNA, MCP certifications preferred
• Bachelor and/or Master Degree in Computer Science, Information Systems.
• Proven work experience leading IT infrastructure in a fast paced, rapidly growing organization with global locations
• Excellent knowledge of technical management, information analysis and computer hardware/software systems.
• Expertise in data governance preferred
• Experience in Systems namely G-suite, RingCentral, Office 365, JIRA, VMWare, Kandji, Scale Fusion
• Hands-on experience with TCP/IP, Network Switches, Routers, Firewalls, WiFi, Windows, MAC, Google Apps, and other industry leading IT systems.
• Experience in leading & managing in all aspects of IT operations, including business requirement analysis and design, systems and development, systems operations, network administration and life-cycle management.
• Ability to work independently and must have strong organizational, communication and customer service skills
• Manage the relationship of all IT suppliers, vendors, consultants, and other experts. Forecast IT requirements, prepare annual budgets, and manage funds within the budget.
• Demonstrated ability to analyze and understand trends in the technology industry in order to select hardware and/or software solutions to meet current and future demands of the organization.

Why You'll Join Us:

At Birdeye, we are relentless innovators driven by a singular goal: to lead our category with unparalleled excellence. We don't just set goals – we surpass them. We're a team of doers who roll up our sleeves and get the job done, delivering on our promises with unwavering dedication.

Working here means embracing a culture of action and accountability, where every person is empowered to make an impact. We don't just talk about making a difference – we make it happen.