Location: Remote, US / Berwyn HQ
Reports to: Director, Product & Engineering
Type: Full-time, Permanent
About Realty of America
Realty of America is a fast-growing, technology-first real estate brokerage. We support 3,300+ agents today and are scaling rapidly toward 5,000 and beyond. Our internal team has grown to roughly 80 staff across operations, brokerage, onboarding, agent experience, finance, and product engineering. We run a modern stack of internal tools (built in-house) alongside best-in-class third-party SaaS, all federated through Okta. As we scale, we need a strong systems thinker to take ownership of the IT and business systems function and turn it into a real competitive advantage.
Why this role exists
Today, our IT and internal tooling function is held together informally. We have powerful tools — Okta, Microsoft 365, Brokerage Engine, SkySlope, Close, Follow Up Boss, RealScout, Zoho, RingCentral, HelloSign, our internal Rex platform, and more — but we are not yet getting the leverage out of them that we should. Provisioning is partially manual. Off-boarding has gaps. Laptop fleet is unmanaged. License costs are not optimized. Vendor relationships are reactive.
We are creating this role to bring all of that under a single, capable owner — someone who can stabilize the foundation in the first 90 days, then progressively automate, optimize, and lead strategic migrations as we grow.
What you will own
Identity, Access & SaaS Lifecycle
- Become the custodian of Okta — groups, policies, lifecycle automation, SSO, and cost optimization across our 3,300+ agent and 80+ staff seats.
- Own end-to-end provisioning and de-provisioning across all SaaS — Brokerage Engine, SkySlope, Close, Follow Up Boss, RealScout, Microsoft 365, RingCentral, HelloSign, our LMS, and others.
- Reconcile our Rex (system of truth) against every downstream platform so we are not paying for ghost accounts or leaving access open after off-boarding.
- Design and document workflows for handling the two-CRM problem (Close vs. Follow Up Boss), agent change requests, and other lifecycle edge cases.
Vendor & CSM Management
- Become our primary point of contact with vendor CSMs — RealScout, Follow Up Boss, Close, SkySlope, Brokerage Engine, Microsoft, Okta, and others.
- Coordinate market expansions (e.g., enabling new MLS feeds in RealScout when we open new states).
- Track renewals, negotiate where appropriate, and keep a clear view of our SaaS spend and utilization.
Internal IT Support & Operations
- Oversee the support ticket queue (currently in Zoho) for both staff and agent IT issues. Build SLAs, response standards, and escalation paths.
- Manage and coach a US-based IT Support team member (hired separately) who handles tier-1 support during US business hours.
- Own the staff onboarding tech checklist — Rex roles, Okta groups, Microsoft 365, RingCentral, HelloSign, etc. Ensure new hires are productive on day one.
- Eventually lead the migration from Zoho to a more modern, self-serve support platform.
Endpoint & Security
- Lead the rollout of laptop federation / MDM (Kandji, Jamf, JumpCloud, Rippling, or similar) across our 80+ staff fleet — including the harder problem of bringing already-deployed laptops under management.
- Establish baseline security hygiene: device compliance, shared mailbox audits, M365 security posture, and access review cadences.
- Partner with leadership on broader security and compliance initiatives (SOC 2 readiness is a likely future scope).
Strategic Migrations & Optimization
- Evaluate and lead a potential migration from Microsoft 365 (Teams) to Google Workspace + Slack for staff collaboration.
- Rethink our agent email forwarding setup (currently ImprovMX) — assess deliverability, suppressions, domain authority, and a more reliable long-term architecture.
- Build automation that turns manual workflows into self-serve experiences — for staff onboarding, agent access requests, and routine IT tasks.
- Develop an IT dashboard surfacing spend, license utilization, security posture, and risk.
Documentation & Knowledge
- Document everything you do. Build a knowledge base that turns repeated questions into self-serve answers and reduces dependency on any single person — including yourself.
- Train other teams on the tools and workflows you own.
First 90 days, first 6 months, first 12 months
- First 90 days: Absorb the full context of our stack. Get hands-on with Okta, Rex, Microsoft 365, and our agent-facing SaaS. Identify the top 5 hygiene issues (off-boarding gaps, ghost accounts, security risks) and start closing them. Stabilize the support ticket queue.
- First 6 months: Have a clear, working partnership with your US support counterpart. Have an MDM strategy proposed and in early rollout. Have a documented playbook for staff and agent lifecycle. Have a quantified view of SaaS spend and a plan to optimize.
- First 12 months: Lead at least one strategic migration (M365→Google or Zoho replacement or ImprovMX rethink). Have an IT dashboard live. Have measurable improvements in support response, off-boarding completeness, and license cost per seat.
What we are looking for
Required experience
- 6–10 years of experience in IT, IT operations, or business systems roles at SaaS-heavy companies — ideally including time at a US-headquartered company.
- Deep hands-on Okta administration: groups, policies, SSO/SAML, SCIM provisioning, lifecycle workflows, and automation.
- Strong Microsoft 365 administration — tenant management, Exchange, security, shared mailboxes, licensing.
- Experience administering a portfolio of SaaS tools (CRM, support, e-signature, telephony, etc.) — not necessarily our exact stack, but the pattern of managing many tools at scale.
- Experience as the primary internal liaison with vendor CSMs.
- Basic scripting ability (Python or PowerShell) — enough to automate provisioning, build small integrations, and call REST APIs.
- Comfort working with AI tools (ChatGPT, Claude, etc.) and an interest in helping the company adopt them safely.
Required ways of working
- Willingness and proven ability to work hours that overlap meaningfully with US Central Time — at minimum a 6-hour overlap, ideally full overlap. We will only consider candidates who have done this sustainably before.
- Excellent written and spoken English. You will run training sessions, lead vendor calls, and write documentation that staff actually read.
- Judgment and initiative. We are not looking for a ticket-executor. We are looking for someone who proposes, pushes back, and owns outcomes.
- Comfort being the only person in the room who knows the answer — and comfort saying so when you don't.
Nice to have
- Prior experience leading a Microsoft → Google migration or similar strategic platform shift.
- Experience rolling out an MDM solution across an existing fleet.
- Exposure to SOC 2 or similar compliance frameworks.
- Real estate, fintech, or other regulated-industry SaaS experience.
- Experience managing a small team or mentoring junior IT staff.
What we offer
- Competitive compensation in the INR equivalent of USD $20,000–$25,000 base, depending on experience.
- You report directly to the Director of Product & Engineering and shape the IT strategy from day one.
- Clear growth path: Manager → Head of IT → Director, IT & Internal Systems as we scale toward 5,000+ agents and a larger internal team.
- Remote-first, with the option of working from our India office once it launches.
- The opportunity to build a function from the ground up at a company that takes internal tools seriously.
How to apply
Send your resume and a short note (one paragraph is fine) on the most interesting IT or systems problem you have solved, and what made it interesting.
