Manager, IT

<p><strong>Title: </strong>Manager, IT</p> <p><strong>Location:</strong> Austin, TX (hybrid) or Dallas, TX (Hybrid)</p> <p><strong>Reports To:</strong> Director, Information Technology</p> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">About Hippo:</span></span></strong><span data-ccp-props="{"335559738":240,"335559739":100}"> </span></p> <p><span data-contrast="auto">Hippo was built on a promise: make homeownership effortless. Nearly a decade later, that mission still drives us. We use technology and data to help our customers stay ahead of problems and protect what matters most.</span><span data-ccp-props="{"335559739":160}"> </span></p> <p><span data-contrast="auto">Today, that same tech-native approach powers our work beyond homeowners. Hippo operates as a diversified carrier platform, partnering with MGAs to deliver tailored program solutions that help them grow and deliver better customer experiences. Behind that work is a team that values ownership, curiosity, collaboration, and continuous improvement.</span><span data-ccp-props="{"335559739":160}"> </span></p> <p><span data-contrast="auto">If you're energized by building what's next, we'd love to meet you.</span><span data-ccp-props="{"335559739":160}"> </span></p> <p><strong><span data-contrast="none">About you:</span></strong><span data-ccp-props="{}"> </span></p> <p><span data-contrast="none">You will be a customer service and support evangelist, leading our support team while also assisting our customers via in person walkup, support tickets, email, and chat. You will work closely with the Director of IT to drive team direction and make continuous improvements to our internal tools, documentation, and processes that directly impact the business.</span><span data-ccp-props="{}"> </span></p> <p><span data-contrast="none">You love building relationships with customers, business partners, and IT team members alike. You have an extensive background in leading projects and teams, utilizing metrics to drive change, and are passionate about providing the best customer service experience possible. You are also passionate about mentorship and providing direct constructive feedback for continued development.</span><span data-ccp-props="{}"> </span></p> <p><span data-ccp-props="{}"><strong>What You'll Do:</strong></span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Leverage AI tools to innovate and improve efficiency with Helpdesk processes</span></li> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Co-manage & administer our SaaS environment, including identity access management (SSO integrations), O365, and other major platforms</li> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Create comprehensive policy and process documentation for both IT staff and Hippo employees</li> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Manage team performance globally (U.S., Poland) through Service Level Objectives, ensuring commitments to Hippo are met and exceeded</li> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Lead cross-functional projects as a key stakeholder, highlighting and championing company impact including user experience, security, infrastructure, and others</li> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Translate project requirements into actionable objectives and deadlines for IT Support staff</li> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Identify gaps in current technology, systems, and operations, and engineer scalable solutions</li> <li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Provide hands-on technical and