Service Desk Manager, Garner Health
$145-175k
+ Equity
More information about location
3 days a week in office
Data-powered doctor search tool
Posted today
Data-powered doctor search tool
101-200 employees
Posted today
$145-175k
+ Equity
More information about location
3 days a week in office
101-200 employees
Company mission
To transform the healthcare economy, delivering high quality and affordable care for all.
Role
Who you are
- This role is perfect for someone who enjoys improving service delivery, streamlining workflows, and proactively managing IT operations at scale
- 5+ years of IT administration experience in a fast-paced, high-growth environment (startup experience a plus)
- Proven experience running ITSM operations in Freshservice or similar ITSM platform, with strong knowledge of SLAs, reporting, and service workflows
- Excellent communication and documentation skills to support scalable, user-focused IT operations
- Hands-on experience with Okta, Jamf Pro, Google Workspace, Slack, Zoom (including Zoom Rooms), Atlassian, and other SaaS tools
- Deep experience with macOS in the workplace
- Familiarity with IAM, MDM, and endpoint security policies in a compliance-focused organization
- Working knowledge of ITIL best practices and familiarity with compliance frameworks like SOC 2, HITRUST, and HIPAA
- A willingness to “roll up your sleeves” and do whatever is necessary to ensure company success
- A desire to be a part of our mission to improve the U.S. healthcare system
What the job involves
- We are looking for a Service Desk Lead to own and operate Garner’s IT service desk and day-to-day SaaS administration
- This is a hands-on, individual contributor role that combines technical support leadership with ITSM platform ownership
- The role is focused on incident management, request fulfillment, and continuous improvement in a high-growth, compliance-driven environment
- You’ll act as the primary point of contact for IT support, oversee day-to-day operations in Freshservice, and ensure that Garner’s team receives fast, reliable, and secure tech support
- Operate Garner’s IT service desk in Freshservice, managing incidents and requests from intake to resolution
- Monitor and report on SLA performance, service metrics, and ticket trends; escalate when necessary to prevent disruption
- Maintain and improve service desk workflows, knowledge articles, and support documentation
- Help manage IT Support response by our MSP for issues within their scope
- Fulfill IT service requests such as software access, hardware deployment, and system permissions, following structured, auditable workflows
- Maintain and administer Garner’s key SaaS platforms, including Okta, Jamf Pro, Google Workspace, Slack, Zoom (incl. Zoom Rooms), and Atlassian (Jira/Confluence)
- Use service desk metrics to identify trends, reduce ticket volume, and improve the employee IT experience
- Ensure Zoom Rooms, conference room AV setups, and office printers are fully operational
Our take
An overworked US healthcare system has resulted in long waits and expensive prices. Due to rising costs, the health insurance industry often leads to patients not accessing the care that they need. Garner Health creates digital services that allow patients to find a medical expert that fits their specific needs, whatever their insurance circumstances are.
The startup provides an app that analyses local health-insurance claims history through AI. This data is used to recommend local medical professionals that will work with a patient's circumstances whilst providing direct communication channels for liaising. This helps patients to identify the highest-quality doctors and helps doctors improve how they practice medicine.
Despite other companies providing similar bespoke healthcare services, Garner Health shows a cutting edge by partnering with patient employers. This provides the financial incentive that employers must cover all or a portion of medical expenses, making healthcare financially accessible for all involved. The company has good funding at its back, and in 2022 partnered with Marathon Health towards reducing the inefficiencies of specialty referrals.
Steph
Company Specialist at Welcome to the Jungle
Insights
142% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Dec 2021
$45m
SERIES B
Feb 2021
$12.5m
SERIES A
Total funding: $61.3m
Company HQ
Flatiron District, New York, NY
Leadership
Nick Reber
(CEO)They studied Mathematics at Brown before joining Bridgewater Associates as a Senior Investment Associate in 2006. Left Bridgewater in 2016 to join Oscar Health's Leadership Team. Founded Garner in 2018.
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