IT Manager

The Role

The IT Manager owns 12th Tribe's technology end-to-end, from the helpdesk and every device on the team to security, global administration of our core systems and the rollout of AI across the business. This person is the single point of accountability for keeping the team running, our customer and company data protected, and our tools working together as we grow.

This is a hands-on, service-first role, not a strategy-only seat. One day you're fixing a laptop and onboarding a new hire; the next you're tightening admin access, renegotiating a SaaS contract or helping a team automate a workflow with Claude. You'll partner closely with leadership, People and every department, and build the policies, systems and habits that let a lean team move fast without breaking things.

What You'll Do

Helpdesk & End-User Support

• Run the helpdesk end-to-end in Asana: ticket intake, triage, SLAs and escalation, with fast, friendly support for every team, in the office and remote
• Own the device lifecycle: procurement, setup, MDM enrollment, asset tracking, repairs and secure retirement
• Partner with People on onboarding and offboarding so new hires are productive on day one and leavers lose access the same day
• Build a self-service knowledge base and how-to guides that cut repeat tickets
• Support office infrastructure, including network, Wi-Fi, printers, conference rooms and A/V

Security & Risk

• Own the security program: SSO, MFA, password management, endpoint protection and patching across every device and account
• Enforce least-privilege access and run quarterly access reviews across all business systems
• Protect customer and payment data across ecommerce, marketplace and fulfillment platforms, with working knowledge of PCI and privacy requirements (CCPA)
• Run phishing and security-awareness training, and keep the team sharp on social engineering and account takeover
• Write and maintain the incident response plan, backups and disaster recovery, and test them
• Vet new vendors and apps for security and data-handling risk before they are connected to our systems

Global Administration & Systems

• Serve as global admin for core platforms, including Google Workspace or Microsoft 365, Slack, our identity provider and Claude
• Administer users, roles and permissions across ecommerce, ERP/inventory, finance, analytics and marketing tools
• Own the SaaS stack: inventory, licensing, renewals and spend; consolidate overlap and retire unused tools
• Keep integrations between systems healthy so data flows cleanly across Shopify, marketplaces, 3PL, finance and reporting
• Maintain clear system documentation, admin credentials and change logs

AI Enablement & Automation

This part of the role is required. You'll lead how 12th Tribe adopts AI safely and well, and you'll walk in already running your own work through it.

• Claude every day: uses Claude for troubleshooting, documentation, SOPs, analysis and reporting; comfortable administering Claude for the team, including Projects, connectors, permissions and usage
• AI governance: sets the approved AI tool stack and acceptable-use policy, including what data can go in, who has access and how outputs are reviewed
• Rollout & training: deploys AI tools across teams with hands-on training, office hours and clear playbooks, and tracks adoption and impact
• Building workflows: partners with each department to turn recurring work like onboarding, reporting and helpdesk triage into reusable templates, automations and agents
• Judgment: knows where AI falls short, such as data leakage, wrong answers and numbers it makes up, and builds checks for those before anything ships

Vendors, Budget & Reporting

• Own the IT budget and vendor contracts, including any MSP or outsourced support partners, holding them accountable to SLAs
• Build and run the IT roadmap with leadership, balancing day-to-day support with longer-term projects
• Deliver monthly reporting on ticket volume, security posture, spend and AI adoption with clear recommendations for leadership

First Year Goals

First 90 Days

• Complete a full inventory of devices, accounts, SaaS tools, admin access and spend
• Enforce MFA company-wide and remove unneeded admin and shared-account access
• Launch the helpdesk process with clear SLAs and a starter knowledge base
• Roll out onboarding and offboarding checklists with People
• Get a draft AI acceptable-use policy and approved tool list signed off by leadership

By Six Months

• Every company device enrolled in MDM with endpoint protection and automatic patching
• SSO in place for core business systems, with the first quarterly access review complete
• Backups tested and an incident response plan documented and walked through with leadership
• Claude rolled out to every team with hands-on training and office hours

By Twelve Months

• A documented security baseline, with phishing training complete across the company
• SaaS stack reviewed, overlapping tools consolidated and unused licenses cut
• At least three recurring team workflows automated with AI, with time saved tracked
• Helpdesk SLAs met consistently and repeat tickets trending down
• An IT roadmap and budget for the next year agreed with leadership

What You Bring

• Hands-on global admin experience (required): day-to-day administration of Google Workspace or Microsoft 365, plus an identity provider (Okta, JumpCloud, Entra ID or similar) and MDM (Jamf, Kandji, Intune or similar) across Mac and Windows
• 5-10 years in IT, including 2+ years owning IT for a small or mid-sized company end-to-end
• Experience running a helpdesk with clear SLAs and a service-first attitude toward non-technical teams
• Working command of security fundamentals: SSO/MFA, endpoint protection, access reviews, backups and incident response
• Real experience deploying AI tools at work, with a clear point of view on governance and safe use
• Comfort managing vendors, contracts and a budget
• Strong communication and project management skills, with the ability to explain technical tradeoffs to leadership

What Sets You Apart

• You've supported a retail, apparel or DTC ecommerce brand and know the stack (Shopify, marketplaces, 3PL, Triple Whale)
• You script and automate (Python, Apps Script, Zapier or similar) and have built AI agents or workflows business teams actually use
• You're equal parts helpdesk hero and systems thinker, and see support, security and AI as one connected job
• You bring structure and security to a fast-moving team without slowing it down

Benefits & Perks

• Medical, dental and vision coverage for full-time employees
• 401(k) with a 4% company match after six months of service
• Paid vacation: 10 days in your first year, 15 days after one year
• Seven paid company holidays
• Three paid mental health & wellness days each year
• Paid sick leave
• 40% employee discount on 12th Tribe
• Hybrid schedule based in our Santa Monica office

Compensation: $125,000 – $150,000 base salary

12th Tribe is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.