The RoleAs the IT Operations Team Lead, you will be the operational anchor of Abridge's IT Operations function, a player-coach who is equally comfortable resolving complex support escalations yourself and raising the capability of the team around you. You will own the day-to-day health of the support desk: ticket queue quality, SLA performance, escalation paths, and the consistency of the support experience across the organization. This is not a management role, it is a senior individual contributor role with meaningful team influence and process ownership.
You will work in a healthcare AI environment where support quality directly impacts the productivity of clinical, research, and engineering teams, and where data handling standards require a high degree of care and discretion.
What You'll Do- Hands-On Support: Serve as a senior escalation point for complex hardware, software, SaaS, identity and access-related issues across a macOS-primary environment; resolve issues directly alongside the team.
- Queue & SLA Ownership: Own the health and performance of the IT Operations queue, triaging and prioritizing tickets to meet SLA targets, while leveraging ticket metrics (volume, resolution time, backlog, CSAT) and trends to drive staffing, process, and tooling decisions.
- Process & Standards: Define, document, and continuously improve support processes, escalation paths, runbooks, and knowledge base content to drive consistent, high-quality outcomes.
- Team Enablement: Serve as a technical mentor and day-to-day guide for support staff, sharing knowledge, reviewing ticket handling, and helping the team level up without acting as their direct manager.
- Onboarding & Offboarding: Own the execution of IT onboarding and offboarding workflows, ensuring new hires are fully provisioned and departing employees are fully deprovisioned in alignment with security and compliance requirements.
- Tooling & Asset Management: Maintain accurate asset inventory, oversee device provisioning and return processes, and identify opportunities to improve support tooling.
- Compliance Awareness: Ensure support practices align with HIPAA and SOC 2 requirements, particularly around access management, device handling, and data sensitivity.
- Stakeholder Communication: Communicate clearly and professionally with employees at all levels, including executives, on support status, incidents, and IT policy.
- Procurement and Vendor Relations: Manage end-to-end IT procurement, partnering with Finance and vendors to optimize costs, renewals, and licensing across the organization.
What You'll Need- Experience: 4-6 years in IT support or systems administration, with at least 1-2 years in a senior or lead capacity.
- Technical Breadth: Strong hands-on troubleshooting skills across macOS, Google Workspace, Okta, Slack, and common enterprise SaaS applications; familiarity with MDM platforms (JAMF or equivalent) and core networking concepts (DNS, DHCP, VPN, Wi-Fi).
- ITSM Fluency: Experience working within a structured IT service management environment - ticket lifecycle management, SLA tracking, and knowledge base maintenance.
- Access Management Fundamentals: Working knowledge of SSO, MFA, and user provisioning/deprovisioning processes.
- Process Mindset: Demonstrated ability to identify gaps in support workflows, document solutions, and drive adoption of improved processes.
- Compliance Context: Familiarity with data handling requirements in regulated environments (healthcare experience a plus).
- Communication: Exceptional written and verbal communication skills; able to translate technical issues into clear, non-technical language for end users and leadership alike.
Bonus Points- Experience supporting a remote-first or distributed workforce.
- Familiarity with Serval, or another AI first ITSM (Console, Risotto, etc.)
- Exposure to device lifecycle automation or MDM policy management.
- Experience in a healthcare or life sciences environment.
- Experience in using and managing AI tooling (Claude, ChatGPT, Cursor, etc.)
How we take care of Abridgers:- Generous Time Off: 14 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees
- Comprehensive Health Plans: Medical, Dental, and Vision coverage for all full-time employees and their families.
- Generous HSA Contribution: If you choose a High Deductible Health Plan, Abridge makes monthly contributions to your HSA.
- Paid Parental Leave: Generous paid parental leave for all full-time employees.
- Family Forming Benefits: Resources and financial support to help you build your family.
- 401(k) Matching: Contribution matching to help invest in your future.
- Personal Device Allowance: Tax free funds for personal device usage.
- Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.
- Lifestyle Wallet: Monthly contributions for fitness, professional development, coworking, and more.
- Mental Health Support: Dedicated access to therapy and coaching to help you reach your goals.
- Sabbatical Leave: Paid Sabbatical Leave after 5 years of employment.
- Compensation and Equity: Competitive compensation and equity grants for full time employees.
- ... and much more!
