IT Operations Team Lead

The Role As the IT Operations Team Lead, you will be the operational anchor of Abridge's IT Operations function, serving as a senior individual contributor with meaningful team influence and process ownership. You will own the day-to-day health of the support desk, managing ticket queue quality, SLA performance, escalation paths, and ensuring a consistent support experience across the organization. What You'll Do Serve as a senior escalation point for complex hardware, software, SaaS, identity, and access-related issues across a macOS-primary environment. Own the health and performance of the IT Operations queue, triaging and prioritizing tickets to meet SLA targets while leveraging ticket metrics to drive staffing and process decisions. Define, document, and continuously improve support processes, escalation paths, runbooks, and knowledge base content. Mentor and guide support staff, reviewing ticket handling and helping the team grow in technical skills. Own IT onboarding and offboarding workflows, ensuring proper provisioning and deprovisioning with security and compliance alignment. Maintain accurate asset inventory, device provisioning and return processes, and seek opportunities to improve support tooling. Ensure support practices align with HIPAA and SOC 2 requirements, especially around access management, device handling, and data sensitivity. Communicate clearly with employees at all levels, including executives, on support status, incidents, and IT policy. Manage end-to-end IT procurement and vendor relations, optimizing costs, renewals, and licensing across the organization. What You'll Need 4–6 years of IT support or systems administration experience, with 1–2 years in a senior or lead capacity. 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). Experience working within an IT service management environment, including ticket lifecycle management, SLA tracking, and knowledge base maintenance. Working knowledge of SSO, MFA, and user provisioning/deprovisioning processes. Demonstrated ability to identify gaps in support workflows and drive adoption of improved processes. Familiarity with regulated data handling requirements; healthcare experience is a plus. Exceptional written and verbal communication skills, with the ability to translate technical issues into clear, non‑technical language for end users and leadership. Bonus Points Experience supporting a remote‑first or distributed workforce. Familiarity with Serval or another AI‑first ITSM platform. Experience in device lifecycle automation or MDM policy management. Experience in a healthcare or life sciences environment. Experience using and managing AI tooling such as Claude, ChatGPT, Cursor, or similar. Benefits 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 for high‑deductible plans. Paid Parental Leave for all full‑time employees. Family Formation Benefits to support family building. 401(k) Matching contributions. Personal Device Allowance and pre‑tax benefits such as FSAs and commuter benefits. Lifestyle Wallet with monthly contributions for fitness, professional development, coworking, and more. Mental Health Support with dedicated therapy and coaching. Paid Sabbatical Leave after 5 years of employment. Competitive compensation and equity grants for full‑time employees. Equal Opportunity Employer Abridge is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. Compensation Compensation Range: $124K - $138K #J-18808-Ljbffr Abridge