Manager of Information Technology, Komodo Health

• 5+ years of IT management or team leadership experience, with demonstrated success building and scaling high-performing teams
• Hands-on experience with user and computer management tools, ideally including directory services (Google Workspace, O365), identity/access management (Okta), and ticketing systems (Jira Service Management or similar)
• Proven background in helpdesk, IT support, or user services, with deep understanding of the IT service delivery lifecycle
• Strong team leadership and people management skills: ability to mentor, develop, and hold direct reports accountable while fostering psychological safety and growth
• Experience with IT automation, integration platforms, or workflow optimization (e.g., Workato, Zapier, API integrations, or scripting)
• Expectations of AI Use in this role (required):
• Leverage AI-powered tools (Google Gemini, Claude, Notebook LM, and similar) to streamline IT service delivery—e.g., using AI to draft documentation, analyze ticket patterns, and propose automation opportunities
• Lead thoughtful adoption of AI-enhanced tools while managing associated data privacy, security, and change-management considerations with your team
• Model responsible AI use and guide your team in identifying where AI can improve efficiency without compromising security or user trust

Desirable

• The IT Operations team at Komodo Health is the backbone of our internal infrastructure and employee experience, managing identity, access, devices, and collaboration tools to ensure every employee has a secure, seamless, and productive work environment while directly supporting Komodo Health’s mission to reduce the burden of disease
• As a Manager in IT Operations, you will lead a high-performing team of IT Analysts and Engineers responsible for user provisioning, computer management, security, and day-to-day technical support using a modern stack that includes Slack, Zoom, Jira Service Management, Confluence, Google Workspace, 1Password, Kolide, O365, Glean, Google Gemini, Notebook LM, Okta, Workato, Lucidchart, Cisco Meraki, and a wealth of AI tools,
• While owning the day-to-day delivery of these services, setting standards for ticket resolution and service quality, mentoring and developing your direct reports, driving continuous improvement across processes and tooling, and serving as a critical bridge between strategic IT initiatives and their execution on the ground as a direct report to the Director of IT
• Looking back on your first 12 months at Komodo Health, you will have accomplished…
• Strengthened team capability through structured 1-on-1s, mentoring, and professional development, resulting in improved retention and readiness for higher-level responsibilities
• Implemented new processes and automation (leveraging AI-powered tools and low-code platforms like Workato) that reduce manual ticket handling and improve service delivery speed
• Reduced ticket resolution time and improved first-contact resolution rates by standardizing procedures and optimizing tool workflows
• Established comprehensive documentation (in Confluence and Lucidchart) that codifies team knowledge, accelerates onboarding, and reduces dependency on individual team members
• Optimized vendor selection, ensuring cost efficiency, eliminating tool duplication and insuring alignment with company security and privacy requirements
• Direct management of 5–7 IT Analysts and Engineers: conduct regular 1-on-1s, performance reviews, career development planning, and team meetings; foster a collaborative, growth-oriented culture
• Oversee user and computer management lifecycle: user provisioning/offboarding, device deployment, access management, and deprovisioning across Google Workspace, O365, Okta, 1Password, and related tools
• Triage and manage ticket queue in Jira Service Management: set SLAs, assign work, review escalations, and ensure timely resolution; own team performance metrics and reporting
• Lead implementation and optimization of IT tools and workflows: evaluate new solutions (e.g., automation via Workato, AI-powered service delivery), manage vendor relationships, and communicate changes to stakeholders
• Manage infrastructure and systems administration: oversee device fleet management via Kolide, network management via Cisco Meraki, and internal tool configurations (Slack, Zoom, Confluence, Glean, Lucidchart)
• Partner on security, compliance, and data privacy: ensure team follows security best practices, manage access controls, handle identity governance via Okta, and balance privacy considerations when introducing new tools (especially AI-powered solutions)
• Create and maintain documentation: develop runbooks, knowledge base articles, and process diagrams that capture team procedures and reduce single points of failure