IT Operations Manager, Abridge

• 5+ years of experience in IT Operations, Systems Administration, or a similar role, preferably within a cloud-native environment
• Demonstrated experience automating processes with scripting (e.g. Bash, Python, OSquery, GAM, Terraform), low/no code tooling (e.g. Rippling, Lumos, BetterCloud, Tray.ai), and native SaaS platform functionality (e.g. SAML/SCIM, DLP/eDiscovery, retention rules, Context-Aware Access, Device Trust, Platform SSO)
• 2+ years of experience as a people manager, hiring and developing your team for their own career goals and growth
• Proven hands-on experience managing core IT infrastructure components like MDM solutions (Rippling or similar), ITSM and ITAM platforms (Freshservice or similar), and collaboration suites (e.g. Google Workspace, Slack, Zoom, Notion, etc…)
• Experience managing IT Operations in a regulated environment (healthcare, finance, government)
• Strong troubleshooting skills across macOS, Windows, networking concepts, and SaaS applications
• Experience developing and documenting IT processes (e.g., onboarding/offboarding, incident management)
• Solid understanding of IT security principles and best practices for endpoints and cloud applications
• Excellent communication, interpersonal, and customer service skills
• Proactive, self-starter attitude with the ability to manage multiple and changing priorities effectively, especially in an initially solo role
• Experience managing IT assets and automating inventory systems

Desirable

• We are seeking a proactive and experienced IT Operations Manager to build and lead our internal IT Operations function from our San Francisco office
• In this critical role, you will be responsible for ensuring the reliability, security, and efficiency of our company's Enterprise productivity technology with as much automation as you and the team you build can muster
• You will initially be hands-on, managing our cloud-native tech stack including Rippling for device management, Freshservice for ITSM/Asset Management, Google Workspace, Slack, Zoom, and other modern SaaS platforms
• As the company continues on its growth trajectory, you will hire, lead, and mentor a team of IT Ops professionals, transitioning your focus from 100% hands-on operations to approximately an 80% people management and strategic focus, with 20% remaining for hands-on technical leadership and escalation support
• Working in tandem with Abridge’s IT Support Manager, this is a unique opportunity to help shape the IT landscape from the ground up in a dynamic, hyper-growth environment
• Build the IT Operations Team: Define roles, recruit, hire, onboard, and mentor future IT Operations Engineers reporting to you
• Transition to Leadership: Evolve into a people manager role, setting direction for the IT Operations team, managing performance, fostering development, and overseeing team operations
• Manage core IT systems: Administer and automate Rippling (MDM), Freshservice (ITSM, Project Management, Asset Management), Google Workspace, Slack, Notion, Zoom, Linear, and other Enterprise SaaS applications
• Provide hands-on automation support: Serve as the primary point of contact for IT Operations project requests, troubleshooting automations and process workflows for cross-functional business partners and the team at large
• Develop and implement IT processes: Establish and refine processes for employee and asset lifecycle management, incident management, and change management
• Oversee IT Asset Management: Track hardware and software inventory, manage procurement, and ensure accurate records over time through automation and regular audits
• Ensure IT Security: Implement and maintain security best practices across endpoints, applications, and user access controls; manage security configurations within our SaaS tools
• Vendor Management: Manage relationships and renewals with key SaaS vendors
• Strategic Planning: Contribute to IT strategy, budgeting, policy development, and technology roadmap planning as the Enterprise IT function matures
• Documentation: Create and maintain comprehensive documentation for IT systems, processes, and policies