Sr. Manager, IT Engineering

About us: Here at Tarro we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners. We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price. Tarro has been profitable for nearly a decade and seen 4x revenue growth over the past several years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work. To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here https://www.tarro.com/! What we’re looking for: We are looking for an experienced Sr. Manager, IT Engineering that will own the development, integration, administration, support, and overall health of our corporate technology and applications. You will be managing a global team of IT engineers, administrators, and support staff, as well as being a significant hands-on contributor. This position can be located on-site at our offices in Manila (Pasig City) or Dumaguete, Philippines, or Kuala Lumpur, Malaysia. Working hours may flex with the needs of the business. Minimal travel may be required. This position reports to the Head of Global IT and Security, and has peers in the following roles: IT Operations Manager, and Network Engineering Manager. What you will accomplish: - Lead our IT Engineering function, with responsibility for both existing and green-field corporate technology - Manage a team of IT engineers, administrators, and support staff - Implement, maintain, and extend corporate applications for productivity, security, and connectivity, including line-of-business systems owned by cross-functional peers - Give regular and clear feedback around direct reports’ performance - Foster decision making on the team, but make final decisions when necessary - Set and manage technology consumers’ expectations - Participate in production support incidents and hold team accountable for doing application support and resolving incidents - Develop and enforce IT policies and practices - Resolve issues escalated by technicians and engineers - Provide support and guidance to users via service management tools   One-year deliverables: - 50% ticket deflection through AI-integrated service management - Full coverage of mobile device management systems for Windows, Mac, and Linux - Full coverage of multifactor and directory login for endpoints - 95% automation of access requests - Full coverage of global zero-touch hardware deployment - Implementation of vulnerability management and SIEM solutions About you: - You have 8+ years of IT experience, with 3+ years leading a team - You have experience managing the following concepts and/or applications: - Identity management (i.e. Okta, Azure, etc.) - Service management (i.e. Jira Service, Freshservice, etc.) - Mobile device management (i.e. Jamf, Kandji, Intune, etc.) - Productivity tools (i.e. Google Workspace, Slack, Atlassian, etc.) - Line-of-business applications (i.e. Salesforce, Netsuite, Snowflake, etc.) - Security tooling (i.e. Tenable, Wazuh, Crowdstrike, etc.) - HR information systems (i.e. BambooHR, Ashby, etc.) - You have broad, generalist knowledge of networking, information security, and workstation technologies - You have excellent, high-level people management skills combined with project management skills - You have experience with scripting and APIs - You have experience with mid-level LLM/AI concepts such as MCPs, harnesses, skills, etc. - You are comfortable working independently in ambiguous situations Bonus points: - You have experience building and managing a full-spectrum corporate technology portfolio - You are experienced in startups and/or rapid-growth companies - You are passionate about coaching, mentorship, and career development - You are obsessed with delighting customers - You are open and willing to take on additional responsibilities that may be outside of this role. We are a growing company! If you do not meet all the requirements listed above, which candidates rarely do, don't worry. We still encourage you to apply! Tarro is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.