Manager, IT (Service Desk / Endpoints)

Welcome to the video-first world

From your everyday PowerPoint presentations to Hollywood movies, AI will transform the way we create and consume content. Today, people want to watch and listen, not read — both at home and at work. If you’re reading this and nodding, check out our brand video.

Despite the clear preference for video, communication and knowledge sharing in the business environment are still dominated by text, largely because high-quality video production remains complex and challenging to scale—until now…

Meet Synthesia

We're on a mission to make video easy for everyone. Born in an AI lab, our AI video communications platform simplifies the entire video production process, making it easy for everyone, regardless of skill level, to create, collaborate, and share high-quality videos. Whether it's for delivering essential training to employees and customers or marketing products and services, Synthesia enables large organizations to communicate and share knowledge through video quickly and efficiently. We’re trusted by leading brands such as Heineken, Zoom, Xerox, McDonald’s, and more. Read stories from happy customers and what 1,200+ people say on G2.

In 2023, we were one of 7 European companies to reach unicorn status. In February 2024, G2 named us as the fastest growing company in the world. In 2025 we announced our series D funding. In total we’ve raised over $330M in funding from top-tier investors, including NEA, Atlassian Ventures, WiL, PSP Growth, and existing investors such as Accel, Nvidia, Kleiner Perkins, GV and top founders and operators including Stripe, Datadog, Miro, Webflow, and Facebook.

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.