Senior Manager, IT Operations

Job summary

Responsibilities

Lead the team that keeps Suno Corporate IT Systems running. As Senior Manager, IT Operations, you'll lead our IT Engineers and build our IT Service Desk. Your team owns IT operations across our four US offices — Cambridge, New York, San Francisco, and Los Angeles — including identity and access…

• Manage the IT Engineers — set expectations against our role standards, give direct feedback, run 1:1s and performance conversations, and grow people on the IC track.
• Build the IT Help Desk — define the service model (what the desk handles, what escalates to engineering, what office managers cover at Tier 0), write the job profiles, our our…
• Own operational outcomes — the team's quarterly plan across the areas above, clear ownership of each area by a named engineer, and honest status reporting to the Senior Manager…
• Run change well — size changes by scope, impact, and reversibility; make sure the team communicates before changes land and can roll them back after; bring in the right partners…
• Scale service as Suno scales — runbooks and knowledge articles good enough for AI-powered self-service to actually deflect; automate what the team has handled twice; absorb…

What they're looking for

• 10+ years in IT, including 3+ years managing IT engineers, a help desk, or an IT operations team at a high-growth company.
• You've built a support function, not just inherited one — you can discuss service model, SLAs, staffing, and deflection you put in place and what changed because of it.
• Working knowledge across the stack your team owns — identity (Okta or equivalent, SCIM, IGA), Apple-first endpoint management, Google Workspace and Slack administration, office…
• Strong people leadership — you've hired, coached, given hard feedback, and managed performance, including for people in other offices and time zones.
• Clear written communication — you need to be able to communicate clearly and concisely for executive, business, and technical audiences.