IT Service Manager

The Opportunity:

Data privacy has become one of the most strategic challenges facing modern enterprises, sitting at the intersection of AI governance, data operations, and customer trust. As companies adopt AI at scale, they need new ways to automate privacy and manage risk without slowing innovation. DataGrail has launched the first agentic privacy platform, and we're entering a pivotal phase of growth as we scale toward the next stage of the business.

As an IT & Business Systems Manager, you'll independently own IT and Business Systems for DataGrail, including endpoints, applications, and day-to-day operations for our team — operating with significant autonomy and shaping how the function runs, Reporting to the VP of Engineering, you'll be the face of technology for DataGrail's employees, the first call when something breaks, and the person building the automated, self-service systems that let the company scale without scaling manual support. You'll partner closely with Security to build the controls DataGrail needs for ISO compliance, with real ownership over how this function evolves — and you'll extend the security engineering function's execution capacity, partnering hands-on across day-to-day security workstreams rather than simply implementing controls handed down from Security.

This is a chance to take a function in transition and build it into something modern: moving IT from reactive support to an automated, self-service operation, partnering directly with Security on ISO compliance, and growing the scope of the role as DataGrail scales.

What You'll Do:

• Own IT and business systems operations for DataGrail's remote workforce, including endpoint management, identity, and the SaaS application footprint — provisioning and deprovisioning employee access across every tool, with an accurate inventory of renewals reviewed monthly.
• Deliver hands-on technical support across the company, resolving issues at the desktop level and setting the standard for fast, first-call resolution.
• Run onboarding and offboarding for the device and account lifecycle, delivering a smooth new-hire IT experience and a clean exit when people leave.
• Partner with Security to build and maintain the access controls, endpoint policies, and audit trails required for ISO compliance.
• Partner hands-on with DataGrail's security engineer, executing across day-to-day security workstreams such as tooling rollouts, and access reviews.
• Build automation and self-service tooling that reduces manual ticket volume while preserving strong controls and visibility.
• Administer DataGrail's Apple-based fleet end to end, from MDM policy to OS upgrades to hardware lifecycle.
• Manage vendor relationships and DataGrail's SaaS vendor management process — onboarding and offboarding vendors and maintaining accurate records ensuring technology spend goes toward the right long-term solutions.
• Partner proactively across functions — surfacing IT needs, aligning on priorities, and serving as a reliable, go-to point of contact for teams that depend on IT — building the systems and automation that make it easy for cross-functional partners to self-serve

What You'll Bring

• Proven, senior-level experience independently owning a distributed, remote-first IT environment at a company DataGrail's size — spanning endpoints, identity, and business applications, with full accountability for the function rather than execution against someone else's roadmap.
• A track record of operating with high autonomy — setting direction for the function, making judgment calls independently, and being trusted with minimal day-to-day oversight.
• Hands-on experience administering MDM platforms (e.g., Kandji, Jamf, Hexnode) and Apple hardware and OS in an enterprise setting.
• Strong understanding of identity and access management tools like Okta, and how they intersect with security and compliance requirements.
• Experience building or maturing security and compliance controls, such as endpoint compliance or access reviews, ideally in support of a framework like ISO 27001.
• Comfort executing on security initiatives you didn't design, including vulnerability remediation, tooling rollouts, access reviews — working effectively in support of another owner's strategy.
• A track record of automating manual IT workflows through scripting or self-service tooling to reduce ticket volume and improve consistency.
• Scripting experience in Python, and working with Claude Code and other AI tooling for building automation and self-service tools and supporting Security functions as needed. .
• Experience managing IT vendor relationships and technology spend against a formal vendor management process.
• Clear written and verbal communication skills, including the ability to translate technical issues for non-technical stakeholders.

Bonus Points

• ISO 27001 (or similar framework) certification, or direct experience supporting an ISO audit.
• Prior IT experience in a regulated industry or another SaaS company handling sensitive data.

What Success Looks Like

Within 90 Days You'll:

• Learn DataGrail's systems, tools, and team, and take ownership of IT helpdesk coverage so employees have reliable, first-call support again.

Within 180 Days You'll:

• Independently own endpoint and access management, with foundational ISO-relevant controls in place, early automation and self-service initiatives underway, and functioning as an active hands-on execution partner to the security engineer.

Within 365 Days You'll:

• Have positioned DataGrail for ISO audit readiness, with self-service systems in place that reduce manual ticket handling while strengthening the company's control and audit posture.