IT Support Team Lead

📋 Description

• • As the IT Support Team Lead at Abridge AI, Inc., you will be the pivotal operational force driving the IT support function within our innovative healthcare AI company. This is a unique player-coach role, demanding both hands-on technical expertise to resolve complex issues and the strategic vision to elevate the capabilities of the entire support team. You will be entrusted with the daily health and performance of our IT support desk, meticulously overseeing ticket queue quality, ensuring Service Level Agreement (SLA) adherence, refining escalation pathways, and guaranteeing a consistent, high-quality support experience for all employees across the organization. This position is designed as a senior individual contributor role, offering significant influence over team processes and operational excellence, rather than a traditional management position.
• • In the dynamic environment of healthcare AI, the quality of IT support directly influences the productivity and efficiency of our clinical, research, and engineering teams. Your role will be critical in maintaining seamless operations, ensuring that our technology infrastructure supports groundbreaking work while upholding the stringent data handling standards and discretion required in this sensitive sector.
• • Your core responsibilities will encompass a wide range of critical IT support activities. You will serve as the primary senior escalation point for intricate hardware, software, SaaS, and access-related challenges, primarily within our macOS-centric environment. You will not only resolve these complex issues yourself but also work collaboratively with the support team, sharing your expertise and guiding them through challenging tickets.
• • A significant part of your role will involve owning the IT support queue's overall health and performance. This includes diligent triaging, strategic prioritization of incoming requests, and ensuring that all tickets are resolved within established SLA targets, thereby minimizing downtime and maximizing user productivity.
• • You will be instrumental in defining, documenting, and continuously refining support processes, escalation procedures, and comprehensive runbooks. Developing and maintaining a robust knowledge base will be key to driving consistent, high-quality outcomes and empowering users with self-service solutions.
• • As a technical mentor and day-to-day guide, you will play a crucial role in team enablement. You will share your extensive knowledge, provide constructive feedback on ticket handling, and actively help the support staff enhance their skills and technical proficiency, fostering a culture of continuous learning and improvement without direct managerial oversight.
• • You will own the end-to-end execution of IT onboarding and offboarding workflows. This involves ensuring that new hires are seamlessly provisioned with all necessary hardware, software, and access, and that departing employees are meticulously deprovisioned in strict adherence to security and compliance protocols.
• • Maintaining an accurate and up-to-date asset inventory will be a key task, alongside overseeing device provisioning and return processes. You will also proactively identify opportunities to enhance our support tooling and leverage technology to improve efficiency and effectiveness.
• • A critical aspect of this role is ensuring that all support practices align with stringent HIPAA and SOC 2 requirements. This includes meticulous attention to access management, secure device handling, and the sensitive nature of data processed within our healthcare AI platform.
• • Exceptional stakeholder communication is paramount. You will engage clearly and professionally with employees at all organizational levels, including executive leadership, providing timely updates on support status, incident management, and IT policies, ensuring transparency and trust.
• • This role offers a unique opportunity to shape the IT support landscape at a rapidly growing, mission-driven company at the forefront of healthcare AI. Your contributions will directly impact the operational efficiency and security of a team dedicated to transforming healthcare through technology.