IT Support Team Lead , Abridge

• Experience: 4–6 years in IT support or systems administration, with at least 1–2 years in a senior or lead capacity
• Technical Breadth: Strong hands-on troubleshooting skills across macOS, Google Workspace, Slack, and common enterprise SaaS applications; familiarity with MDM platforms (JAMF or equivalent)
• ITSM Fluency: Experience working within a structured IT service management environment — ticket lifecycle management, SLA tracking, and knowledge base maintenance
• Access Management Fundamentals: Working knowledge of SSO, MFA, and user provisioning/deprovisioning processes
• Process Mindset: Demonstrated ability to identify gaps in support workflows, document solutions, and drive adoption of improved processes
• Compliance Context: Familiarity with data handling requirements in regulated environments (healthcare experience a plus)
• Communication: Exceptional written and verbal communication skills; able to translate technical issues into clear, non-technical language for end users and leadership alike

Desirable

• As the IT Support Team Lead, you will be the operational anchor of Abridge's IT support 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
• Hands-On Support: Serve as a senior escalation point for complex hardware, software, SaaS, and access-related issues across a macOS-primary environment; resolve issues directly alongside the team
• Queue & SLA Ownership: Own the health and performance of the IT support queue — triaging, prioritizing, and ensuring tickets are resolved within established SLA targets
• Process & Standards: Define, document, and continuously improve support processes, escalation paths, runbooks, and knowledge base content to drive consistent, high-quality outcomes
• Team Enablement: Serve as a technical mentor and day-to-day guide for support staff — sharing knowledge, reviewing ticket handling, and helping the team level up without acting as their direct manager
• Onboarding & Offboarding: 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
• Tooling & Asset Management: Maintain accurate asset inventory, oversee device provisioning and return processes, and identify opportunities to improve support tooling
• Compliance Awareness: Ensure support practices align with HIPAA and SOC 2 requirements, particularly around access management, device handling, and data sensitivity
• Stakeholder Communication: Communicate clearly and professionally with employees at all levels, including executives, on support status, incidents, and IT policy