Manager, IT (Service Desk / Endpoints)

Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US.

As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations.

Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow.

About the role

As the Manager for Service Desk and Endpoints, you’ll be responsible for the reliability, scalability, and quality of Synthesia’s internal IT support. You’ll oversee all aspects of our endpoint environment, IT service management, and user support experience, ensuring that every Synthesian has the tools they need to succeed from day one. You’ll lead with empathy and accountability — balancing operational execution with people leadership and continuous improvement.

What You’ll Do

Execution & Delivery

• Lead day-to-day IT operations for Service Desk and Endpoint management.

• Own key IT processes including onboarding/offboarding, access management, and device lifecycle.

• Own SaaS Procurement and Management for IT

• Oversee SLA performance, service reliability, and employee satisfaction (CSAT) metrics.

• Drive automation and self-service adoption across IT workflows.

• Maintain asset tracking, procurement, and inventory processes.

• Collaborate with Security and GRC to meet SOC2 / ISO27001 requirements.

• Ensure operational documentation and IT runbooks are current and auditable.

Team Leadership & Collaboration

• Manage and mentor a team of IT Support Specialists.

• Foster a culture of service excellence, collaboration, and accountability.

• Act as the primary escalation point for major incidents and high-impact IT issues.

• Partner closely with People Ops, Security, and Engineering to ensure seamless system and process alignment.

Continuous Improvement

• Identify opportunities to enhance IT efficiency through process automation and standardization.

• Evaluate new tools or SaaS solutions that improve productivity and system visibility.

• Create a feedback loop with end users to improve IT experience and responsiveness.

What We’re Looking For

• 8+ years in IT operations or systems administration, with 3-4 years of people or project leadership experience.

• Strong understanding of ITIL or ITSM practices and service delivery metrics.

• Proven track record managing Service Desk or Endpoint teams in a remote-first, global environment.

• Excellent people leadership skills — coaching, feedback, and team development.

• Strong communication and stakeholder management abilities.

• Hands-on familiarity with Synthesia’s IT tech stack:

  • Okta

  • Google Workspace

  • Jamf or similar MDMs (e.g., Intune)

  • Slack

  • Notion

  • Zoom

  • Intune

  • Azure

• Understanding of security, compliance, and automation best practices.