Manager, IT Infrastructure & Service Desk

Posted Jul 14

Built is a growth-stage company at the intersection of FinTech and PropTech. We are on a mission to change the way the world gets built with technology and services that streamline the $1.4T U.S. construction industry. 

Built’s platform for the construction finance industry modernizes the movement of money between all stakeholders within the construction and real estate process to manage risk and maximize productivity. Built provides software, payments, B2B marketplace, and data solutions to more than 190 of the top financial institutions and hundreds of contractors throughout North America. 

In addition to our recent $125M Series D funding and $1.5B valuation, we’re proud to have been named one of Forbes’ Best Startup Employers in America and one of The Tennessean’s 2022 Top Workplaces. Bringing on the “best talent in the world” is at the forefront of our continued growth trajectory—and we want you to be part of it.


- Series D Financing Round

- Built Upon 2021 Success

The Manager of IT Infrastructure & Service Desk's role will oversee and lead the dedicated internal user support team. This includes Built's end-user support and on-premises infrastructure such as network, Audio/Video for meeting rooms, assisting with internal special events such as meetings or webinars, and other duties as required. This role will work closely with the IT leadership team to plan for rapid scaling and appropriate growth while maintaining foundational principles and practices.

The Manager of IT Infrastructure & Service Desk will develop and maintain documentation of processes and policies and oversee implementation and reporting of departmental metrics. This person will work with leadership to identify, recommend, and implement internal technology solutions and speak to technology selection and procurement processes as needed. As the manager on the Service Desk Team, this role will contribute to escalated problem resolution and be expected to be hands-on with end-users as necessary, aka a working manager.

In this role, you will:

  • Lead the Service Desk / User Support Team.
  • Manage all team projects.
  • Manage various Service Provider and Reseller relationships as needed.
  • Work with the Finance and Procurement Teams regarding internal tooling needs and renewals.
  • Manage IT assets including purchasing, tracking, inventory, patching, issues, and decommission.
  • Benchmark, analyze and recommend changes to company Infrastructure assets as needed.
  • Develop and report metrics appropriate to the Internal Support Team as well as Built leadership.
  • Actively work with the Technology leadership team to speak to the vision, growth, and direction of the User Support function of IT Infrastructure.
  • Assist IAM Team in onboarding / offboarding process related to end-user assets and system/data access.
  • Assist in due diligence and audit requests when pertaining to internal IT Infrastructure.
  • Work with the Security team to verify and validate secure Infrastructure practices and maintain continuous security of user assets and endpoints.
  • Maintain constant training and education of the Service Desk / User Support Team to keep their skill level up and develop their careers.

Basic Qualifications:

  • 5+ years of experience in IT User Support
  • 3+ years of experience managing an IT support team
  • Aptitude & confidence in operating in high growth, high demand, quickly changing environment
  • Experience in IT Infrastructure planning and development
  • Extensive knowledge of computer hardware troubleshooting
  • Experience with Audio/Video equipment, setup and usage
  • Fundamental understanding of network technology, setup and design
  • Ability to train, coach and mentor team members
  • Strong verbal and written communication skills
  • Strong organizational skills

Preferred experience supporting:

  • Productivity Suites / Google Workspace, Office365
  • Collaboration tools / Slack, Confluence, Zoom, Teams, Truly
  • Directory services / JumpCloud, Active Directory
  • Device management / Kandji, Jamf, InTune
  • Patch management / Automox
  • Security software /Antivirus, Secure mail, DLP, ZeroTrust solutions
  • Operating Systems / MacOS, Windows, Cisco

Our Perks

- The rare opportunity to radically disrupt an industry

- Competitive benefits including: uncapped vacation, health, dental & vision insurance, and 401k

- Robust compensation package including base salary, quarterly bonus, and equity 

- Flexible working hours, paid family leave, ERGs & Mentorship opportunities 

- Learning grant program to support ongoing professional development

Our company is made up of passionate people who are driven in a variety of disciplines—and each of them bring their unique perspective to everything they do. Creating a safe and inclusive workplace is critical to the success of our company and of our employees, so it’s our aim to recruit, hire and promote without bias against race, color, religion, sex, sexual orientation, gender identity, marital status, veteran status or any other status protected by applicable law. As we learn and as we grow, we’re committed to ensuring that these ideals are at the forefront of everything we do.