Abridge
healthcare AI
ITOperationsTeamLead
“IT Operations Team Lead at Abridge. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, IT Operations, support desk management, escalation management, technical mentorship. 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.. Serve as a senior escalation point for complex ha”
What You'll Achieve.
ticket queue quality; SLA performance; consistency of the support experience; meet SLA targets; drive staffing, process, and tooling decisions; drive consistent, high-quality outcomes; new hires are fully provisioned; departing employees are fully deprovisioned; optimize costs, renewals, and licensing
Industry & Context.
resolving complex support escalations; hands-on troubleshooting skills across macOS, Google Workspace, Okta, Slack, and common enterprise SaaS; hands-on troubleshooting skills across hardware, software, SaaS, identity and access-related issues
What They're Looking For.
Must Have
4–6 years in IT support or systems administration, at least 1–2 years in a senior or lead capacity, hands-on troubleshooting skills across macOS, Google Workspace, Okta, Slack, and common enterprise SaaS, familiarity with MDM platforms (JAMF or equivalent), familiarity with core networking concepts (DNS, DHCP, VPN, Wi-Fi), Experience working within a structured IT service management environment — 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, Exceptional written and verbal communication able to translate technical issues into clear, non-technical language for end users and leadership alike
Nice to Have
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. )
What You'll Do.
Own the day-to-day health of the support desk: ticket queue quality
and the consistency of the support experience across the organization.
Serve as a senior escalation point for complex hardware
identity and access-related issues across a macOS-primary resolve issues directly alongside the team.
Own the health and performance of the IT Operations queue
triaging and prioritizing tickets to meet SLA targets
while leveraging ticket metrics (volume
CSAT) and trends to drive staffing
and tooling decisions.
and continuously improve support processes
and knowledge base content to drive consistent
high-quality outcomes.
Serve as a technical mentor and day-to-day guide for support staff
reviewing ticket handling
and helping the team level up without acting as their direct manager.
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.
Maintain accurate asset inventory
oversee device provisioning and return processes
and identify opportunities to improve support tooling.
Ensure support practices align with HIPAA and SOC 2 requirements
particularly around access management
and data sensitivity.
Communicate clearly and professionally with employees at all levels
Manage end-to-end IT procurement
partnering with Finance and vendors to optimize costs
and licensing across the organization.
How You'll Work.
Team & Collaboration
cross-functional coordination; partnering with Finance and vendors; communicate clearly and professionally with employees at all levels, including executives; Serve as a technical mentor and day-to-day guide for support staff
Communication Scope
Exceptional written and verbal communication; translate technical issues into clear, non-technical language for end users and leadership alike; Stakeholder Communication; Communicate clearly and professionally with employees at all levels, including executives, on support status, incidents, and IT policy.
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