IT Support Manager, Abridge

• Proficiency with IT support tools and ticketing systems (e.g., FreshService, ServiceNow, Jira, Zendesk)
• Strong troubleshooting skills and knowledge of networking, hardware, software, and operating systems
• Familiarity with ITIL principles and incident management best practices
• Excellent communication and interpersonal skills, with a customer-oriented approach
• Strong problem-solving abilities and a proactive, solution-driven mindset

Desirable

• We are seeking an experienced and dedicated IT Support Manager to oversee our IT support operations, ensuring the efficient and effective resolution of technology issues across the organization.
• As the second IT hire at Abridge, this role will begin as a self-starter first line of IT Support and grow with the company into the leader of a team of IT Support professionals.
• You will implement best practices, and work closely with various departments to ensure high levels of customer service and satisfaction. The ideal candidate will have a blend of technical expertise, leadership abilities, and a passion for designing and optimizing support processes
• Supervise the daily operations of the IT support desk, ensuring timely and effective resolution of incidents and requests
• Manage escalations, troubleshoot complex technical issues, and provide guidance for issue resolution
• Oversee the ticketing system and monitor SLAs to ensure compliance with established response and resolution times
• Manage and support office technology such as video conferencing systems, printers, networking, cameras, badging systems, etc.
• Hire, lead, mentor, and manage a team of IT support specialists, fostering a positive, high-performance culture
• Provide coaching, training, and development opportunities to enhance team skills and career growth
• Oversee staffing, scheduling, and workload allocation to ensure timely support coverage.
• Develop, document, and enforce IT support processes and policies, focusing on efficiency and customer satisfaction
• Identify and implement best practices in incident management, change management, and problem management
• Conduct regular reviews of support metrics, user feedback, and performance data to identify areas for improvement.
• Collaborate with other IT teams, including infrastructure, cybersecurity, and application development, to resolve cross-functional issues
• Act as the primary liaison between IT support and other departments, ensuring alignment with organizational goals and service expectations
• Coordinate with vendors and third-party providers to manage outsourced services or escalations. Project Management
• Lead or participate in IT projects related to support services, including software rollouts, hardware deployments, and system upgrades
• Ensure that projects are delivered on time, within scope, and aligned with business needs
• Develop and execute communication plans for project-related updates and changes impacting end-users.
• Maintain accurate documentation of IT support processes, policies, and knowledge base articles
• Generate and present regular reports on support metrics, trends, and key performance indicators (KPIs) to senior leadership
• Monitor and analyze ticket trends to proactively identify areas requiring additional resources or support