IT Operations Team Lead

Abridge AI, Inc.

Job Overview

Location

NYC Office

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the senior escalation point for complex IT issues across a macOS-primary environment, resolving hardware, software, SaaS, identity, and access-related problems directly alongside the support team.
• Own the health and performance of the IT Operations ticket queue, ensuring SLA targets are met through proactive triaging, prioritization, and analysis of metrics including ticket volume, resolution time, backlog, and CSAT to inform staffing and process improvements.
• Define, document, and continuously refine IT support processes, escalation paths, runbooks, and knowledge base content to standardize and elevate the quality and consistency of support across the organization.
• Mentor and guide junior support staff through daily technical collaboration, ticket reviews, and knowledge sharing, without holding formal management authority, to foster team growth and capability.
• Execute end-to-end IT onboarding and offboarding workflows for all employees, ensuring timely provisioning of devices and systems for new hires and complete deprovisioning of access and assets for departing employees in alignment with security and compliance protocols.
• Maintain accurate and up-to-date IT asset inventory, oversee device provisioning, return logistics, and lifecycle management, while identifying opportunities to automate and improve asset tracking and support tooling.
• Ensure all IT support practices comply with HIPAA and SOC 2 requirements, particularly regarding access control, device handling, data sensitivity, and audit readiness for protected health information.
• Communicate clearly and professionally with employees at all levels—including clinical, engineering, and executive staff—translating technical issues into accessible language and providing updates on incidents, support status, and policy changes.
• Manage end-to-end IT procurement processes, partnering with Finance and vendors to optimize costs, negotiate renewals, and ensure proper licensing across enterprise SaaS tools and hardware.
• Operate within a regulated healthcare AI environment where support quality directly impacts the productivity of clinicians, researchers, and engineers, requiring heightened discretion and adherence to data handling standards.
• Collaborate cross-functionally to align IT operations with organizational goals, maintaining a player-coach model that blends hands-on technical execution with process leadership and team enablement.

🎯 Requirements

• 4–6 years in IT support or systems administration, with at least 1–2 years in a senior or lead capacity
• Strong hands-on troubleshooting skills across macOS, Google Workspace, Okta, Slack, and enterprise SaaS; familiarity with MDM platforms (JAMF or equivalent) and core networking concepts (DNS, DHCP, VPN, Wi-Fi)
• Experience working within a structured 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, document solutions, and drive adoption of improved processes
• Familiarity with data handling requirements in regulated environments (healthcare experience a plus)

🏖️ Benefits

• 14 paid holidays and flexible PTO for salaried employees, with accrued time off for hourly employees
• Comprehensive medical, dental, and vision coverage for employees and their families
• Monthly HSA contributions for employees enrolled in a High Deductible Health Plan
• Generous paid parental leave and family forming benefits
• 401(k) matching contributions
• Tax-free personal device allowance and pre-tax FSA and commuter benefits

Skills & Technologies

Senior

Remote

Degree Required

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Abridge AI, Inc.

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About Abridge AI, Inc.

Abridge AI provides AI-powered clinical documentation solutions that automatically generate structured notes from patient-clinic conversations. The platform captures, transcribes, and summarizes encounters in real time, integrating with Epic and other EHR systems to reduce clinician administrative burden and improve documentation accuracy.

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