• Lead dynamic project assignments from initial assessment through to completion, by leveraging and coordinating the expertise of diverse disciplines. • Craft comprehensive project plans, schedules, and budgets; engage in negotiations with functional managers to secure the right resources and build a team dedicated to achieving project success. • Prioritize tasks to ensure productivity, quality, and customer service goals are consistently met. • Collaborate with business stakeholders to clarify requirements, ensuring alignment and understanding as needed. • Monitor and track project progress, providing key stakeholders with regular updates to the team to keep them informed of milestones and achievements. • Innovatively address and remove obstacles to enhance team productivity and ensure smooth project execution.

• Develop and execute functions within Flock’s Adversary Pursuit program. • Help architect and execute threat hunts, technical cybersecurity exercises, and tactical threat intelligence collection. • Work closely with Offensive Security team to ensure high efficacy in threat detection. • Assist with improvements to the Security Operations team's response capabilities. • Develop new methods to search and detect threats across a high-value public-private safety network. • Define and execute hunts, determining and prioritizing visibility and detection gaps. • Assist with response operations across thousands of deployed hardware devices and cloud infrastructure. • Creation of technical exercises against Flock’s full technology stack to increase preparedness and readiness. • Measure success by development and execution of threat hunt capabilities and improved readiness to respond.

• The IT Service Delivery Manager is responsible for leading the delivery, support, and continuous improvement of IT service • Build and maintain strong relationships with business and operations leaders to ensure IT services align with organizational priorities and user needs • Lead day-to-day IT service delivery to ensure services are delivered effectively and in alignment with established SLAs and operational objectives • Own the end-to-end escalation management process, ensuring timely coordination, communication, and resolution of complex IT issues • Monitor and report on service delivery performance, including KPIs, SLAs, customer satisfaction, backlog trends, and operational health • Lead continuous improvement initiatives focused on operational efficiency, automation, service quality, and user experience • Ensure successful transition of projects and new technologies into production support

Role Description We're looking for someone to join our IT team and take ownership of day-to-day technical support for a globally distributed company. You'd report to the Head of IT/Security and be the first point of contact for employees with requests, device issues, and account problems. You'll own the fundamentals from day one: - Handling tickets - Provisioning laptops - Running on-boarding - Keeping our SaaS stack in order This role is also the start of our IT presence internationally, extending support coverage to new time-zones and helping lay the groundwork as we grow globally. What you'll do - Handle help-desk tickets: Triage and resolve employee requests — password resets, access provisioning, Slack/Google Workspace/Zoom troubleshooting, and general "my thing is broken" support. - Manage the device lifecycle: Procure, provision, configure, and ship laptops for new hires. Handle off-boarding wipes and returns. Keep the asset inventory accurate. - Run on-boarding and off-boarding: Create accounts, apply security profiles, draft welcome communications, and make sure new employees have everything before day one. - Administer Google Workspace: Manage users, groups, aliases, and license assignments using both the admin console and CLI tools regularly. - Support endpoint compliance: Work with our device trust tooling to keep employee machines meeting security policies, and follow up when they don't. - Deploy and enforce security policies: Help roll out and maintain endpoint security configurations, access controls, and compliance requirements across the fleet. - Manage corporate software: Handle seat assignments, renewals, license optimization, and access reviews across our SaaS stack. - Support office networking and AV: Help maintain networking equipment, conference room setups, and office technology across our physical locations as needed. - Train and enable employees: Deliver lightweight technical guidance and training on IT systems, both for new hires and for ongoing support (written guides, short walkthroughs, the occasional screen share). - Write things down: Maintain run-books, knowledge base articles, and process docs. If you fix something, document how. Where this role can grow We don't expect you to stay in a pure helpdesk lane. Our SOC2 program has ongoing evidence collection and device trust work to pick up, and there's security policy work that needs someone to own the rollout and enforcement side. On the infrastructure side, we manage cloud resources through infrastructure-as-code, and there's room to contribute once you're comfortable. We also automate a lot (scripting, CI/CD pipelines) and there's no shortage of manual process waiting to be turned into a workflow. Over time, you'd lead IT projects around endpoint management, security improvements, and internal tooling rather than just executing on them. What you'll need - Some form of IT support experience. A help-desk role, an internal support function, or just being the person everyone came to when something broke. - Comfort with macOS. You should be able to troubleshoot system issues, manage profiles, and work in the terminal without hand-holding. - Familiarity with Google Workspace administration, or the confidence to pick it up fast. CLI admin tooling experience is a plus. - A working understanding of networking fundamentals: DNS, DHCP, LAN/WAN basics, and how traffic moves. - Basic understanding of cybersecurity principles: You should know what endpoint security, encryption, and access controls are, and why they matter. - Strong written communication: This is a remote role and coordination happens in Slack and Notion. - Self-direction: You need to be someone who sees what needs doing and does it. - Curiosity about how systems work: We care more about the impulse than the resume line. Nice to have - Experience with MDM platforms (any of the major ones). - Any exposure to cloud infrastructure (AWS, GCP, etc.) and infrastructure-as-code concepts. - Scripting in Python, Bash, or JavaScript. - Familiarity with zero-trust networking concepts and tools. - Background in compliance frameworks (SOC2, ISO 27001). - Exposure to international IT regulations or data privacy requirements (GDPR, etc.). Working at Runway Great things come from great teams. We’re committed to creating a space where our employees can bring their full selves to work and have equal opportunity to succeed.