Manager, IT Support at Fair (Archived) | VirtualInterview.ai

About Faire

Faire is an online wholesale marketplace built on the belief that the future is local — independent retailers around the globe are doing more revenue than Walmart and Amazon combined, but individually, they are small compared to these massive entities. At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town — we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so that small businesses everywhere can compete with these big box and e-commerce giants.

By supporting the growth of independent businesses, Faire is driving positive economic impact in local communities, globally. We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.

About this role

Faire is looking for a Manager, IT Support to lead and develop our global IT Support team across Waterloo, Toronto, London, New York, and San Francisco. This role blends people leadership, operational excellence, and data-driven management, helping shape how Faire delivers world-class IT support at scale.

You’ll coach and motivate a distributed team to deliver exceptional service, build cohesion across regions, and ensure our processes, tools, and automations evolve with the company’s growth. The ideal candidate thrives on using metrics and dashboards to drive accountability, improve performance, and continuously raise the bar for how IT enables Faire’s employees.

If you’re a forward-thinking leader who loves building strong teams, simplifying complex operations, and turning data into action, this role is for you.

This role is NOT eligible for hybrid work. You will be required to come into office 5 days a week.

What you’ll do

Lead and coach a global IT Support team across four offices, building alignment, accountability, and a shared sense of purpose.

Develop and track key metrics and SLAs, building and using dashboards to measure success and identify opportunities for improvement.

Drive operational excellence by designing scalable processes and playbooks that ensure consistent service worldwide.

Promote automation and efficiency, leveraging modern tools to reduce manual effort and improve responsiveness.

Collaborate with IT Leadership on global initiatives that enhance employee experience and streamline IT operations.

Serve as a hands-on leader, assisting with complex escalations and ensuring long-term, root-cause solutions.

Foster a culture of continuous improvement, where the team uses feedback and data to evolve how we work.

Partner cross-functionally with teams like Workplace, People Ops, and Engineering to deliver a seamless technology experience for all Faire employees.

Qualifications

7+ years of IT Support experience, with 3+ years managing or leading teams.

Proven success managing global or multi-site IT operations in a fast-paced environment.

Demonstrated ability to build and manage metrics, SLAs, and dashboards that drive accountability and performance.

Experience coaching, developing, and motivating teams through clear goals and measurable outcomes.

Strong understanding of Mac environments, SaaS applications, and collaboration tools (Google Workspace, Atlassian, Zoom, Slack, etc.).

A forward-thinking mindset with enthusiasm for improving processes and implementing automation.

Excellent communication skills and the ability to lead with empathy and influence across time zones.

Salary Range

San Fransisco : the pay range for this role is $131,000 to $180,500 per year.

This role will also be eligible for equity and benefits. Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The base pay range provided is subject to change and may be modified in the future.

Hybrid Faire employees currently go into the office 3 days per week on Tuesdays, Thursdays, and a third flex day of their choosing (Monday, Wednesday, or Friday). Additionally, hybrid in-office roles will have the flexibility to work remotely up to 4 weeks per year. Specific Workplace and Information Technology positions may require onsite attendance 5 days per week as will be indicated in the job posting.

Why you’ll love working at Faire

We are entrepreneurs: Faire is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower entrepreneurs to chase their dreams. Every member of our team is taking part in the founding process.

We are using technology and data to level the playing field: We are leveraging the power of product innovation and machine learning to connect brands and boutiques from all over the world, building a growing community of more than 350,000 small business owners.

We build products our customers love: Everything we do is ultimately in the service of helping our customers grow their business because our goal is to grow the pie - not steal a piece from it. Running a small business is hard work, but using Faire makes it easy.

We are curious and resourceful: Inquisitive by default, we explore every possibility, test every assumption, and develop creative solutions to the challenges at hand. We lead with curiosity and data in our decision making, and reason from a first principles mentality.

Faire was founded in 2017 by a team of early product and engineering leads from Square. We’re backed by some of the top investors in retail and tech including: Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Toronto, London, and New York. To learn more about Faire and our customers, you can read more on our blog.

Faire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.

Faire is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Accommodations are available throughout the recruitment process and applicants with a disability may request to be accommodated throughout the recruitment process. We will work with all applicants to accommodate their individual accessibility needs. To request reasonable accommodation, please fill out our Accommodation Request Form (https://bit.ly/faire-form)

Privacy

For information about the type of personal data Faire collects from applicants, as well as your choices regarding the data collected about you, please visit Faire’s Privacy Notice (https://www.faire.com/privacy)

Manager, IT Support

Job Description

About this role