Head of IT

Redo is building the most comprehensive platform for ecommerce growth. We help merchants personalize every step of the buyer journey to maximize profit and lifetime value. From returns to warranties, order tracking, post-purchase comms, and beyond, our AI-native suite replaces fragmented point solutions with a unified platform that boosts customer experience, retention, and revenue.

Position Title: Head of IT

Position Overview: We are seeking a Head of IT to take over Redo's existing IT organization and scale it. This is not a greenfield build — there is already a team, a stack, and a 300+ person company depending on both. Today: a Mac and Windows fleet, a Draper HQ where most of the company sits, a Salt Lake City warehouse, and Okta as the identity backbone. Next: warehouse sites beyond Utah, which means an IT org that can stand up a location and support it well without a person on the floor. This role reports to the Head of Security, partners closely with Security, and owns IT outright — strategy, budget, and team. You will hire and develop that team and still be in the Okta admin console yourself. If you are looking to manage a queue or run IT from a slide deck, this is not the role.

Responsibilities:

• Own IT strategy, budget, and headcount, and report on it in business terms: cost per employee, time to onboard, network uptime, time to resolution

• Own identity and access end to end — Okta as system of record, SSO/SCIM everywhere it is supported, RBAC, automated joiner-mover-leaver, recurring access reviews

• Own the fleet: MDM baselines, encryption, patch SLAs, zero-touch enrollment across Mac and Windows, plus procurement, asset tracking, and retrieval

• Own the network: wired and wireless architecture, capacity, monitoring, ISP relationships, and the uptime number that comes with it

• Build the new-site playbook and run it: network, wifi, AV, cabling, vendors, and remote-first support for locations with no dedicated IT staff

• Own IT's half of the security and compliance program end to end: drive SOC 2 Type 2 control ownership and evidence collection, lead structured access review cycles against audit scope, and support additional frameworks (e.g., ISO 27001) as the company's compliance posture expands

• Own IT's role in security incident response — lead technical eradication and containment for identity and account-compromise incidents (session revocation, credential resets, mail/log forensics), in partnership with Security on root cause and reporting

• Negotiate and manage vendor relationships end to end: SaaS contract pricing and renewals, ISP/circuit and hardware vendor SOWs for site buildouts, and dispute resolution when vendors deviate from signed terms

• Treat warehouse IT as a first-class environment — scanners, label printers, shared workstations, uptime expectations set by operations

• Own the SaaS portfolio and execute IT's half of the security and compliance program alongside Security

• Automate aggressively with AI, with the explicit goal of growing IT headcount slower than company headcount

Qualifications:

• 6+ years in IT with 2+ leading a team, including hiring and performance management

• Scaled IT through real headcount growth at a fast-moving company — not steady-state administration

• Deep hands-on depth in Okta (or equivalent IdP), Google Workspace admin, and MDM at fleet scale across Mac and Windows

• Has led or directly executed a SOC 2 (Type 2 preferred) audit cycle or comparable compliance framework, including access reviews and evidence ownership

• Has led technical incident response for an identity or account-compromise event, not just filed a ticket to someone else who did

• Has negotiated vendor contracts directly — SaaS pricing, hardware/circuit SOWs, or both — including holding a vendor to a signed agreement

• Has designed and run enterprise wired and wireless networks — VLANs, 802.1X, AP layout and coverage, switching, and diagnosing the problem rather than escalating it to the vendor

• Has stood up a physical site end to end and supported it remotely afterward

• Has owned an IT budget and can defend spend per employee to a CFO

• Still technical enough to fix it yourself when that is faster than assigning it

Preferred Qualifications:

• Warehouse, distribution, or manufacturing IT experience

• Zero-trust and passwordless rollouts (Tailscale, 1Password)

• Builds AI into the team's workflow to compress support time and diagnosis

Redo benefits and perks:

• Opportunity to work with a dynamic and innovative team in the fast-growing e-commerce industry.

• Opportunities for career growth and advancement.

• On-site gym with showers, pickleball, and basketball.

• Flexible PTO & company holidays.

• Redo perks, monthly allowance to make purchases from ecommerce stores to support both existing and potential customers.

• Company HSA contributions.

• Weekly lunches & fully stocked break room.

• $100 monthly babysitting perk reimbursement.

• Office is minutes from biking and running trails