Abridge
healthcare AI
ITOperationsTeamLead
Neural analysis suggests this role is
optimal for Senior candidates.
“IT Operations Team Lead at Abridge. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, IT support, systems administration, troubleshooting, ITSM, access management, communication. 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 co”
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; align with security and compliance requirements; optimize costs, renewals, and licensing
Industry & Context.
resolving complex support escalations; hands-on troubleshooting skills; identify gaps in support workflows
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
Communication Scope
Exceptional written and verbal communication; able to translate technical issues into clear, non-technical language for end users and leadership alike; Stakeholder Communication
Full Job Description
ABOUT ABRIDGE Abridge was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients. Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems. We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense. We have offices located in the Mission District in San Francisco, the SoHo neighborhood of New York, and East Liberty in Pittsburgh. THE ROLE As 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-r
Applying for this IT Operations Team Lead role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Ashby
- Ashby is a fast modern ATS — most applications take under 3 minutes.
- The resume parser is strong; verify parsed experience dates and job titles.
- Custom screening questions are often scored algorithmically — answer completely.
- Location field affects geo-based screening; use your actual metro area.
ANONYMOUS · UNFILTERED
What do employees actually say about Abridge?
Real rants from real employees. Read before you apply.