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LeadFull-timeRustAI
Salary Range
$108,375 - $146,625 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for an IT Support Team Lead to join Abridge, a healthcare AI company transforming medical conversations. This role will serve as the operational anchor of Abridge's IT support function, responsible for maintaining the health of the support desk and ensuring high-quality outcomes.
Key Responsibilities
- →Serve as a senior escalation point for complex hardware, software, SaaS, and access-related issues
- →Own the health and performance of the IT support queue, ensuring tickets are resolved within SLA targets
- →Define, document, and continuously improve support processes, escalation paths, and knowledge base content
- →Serve as a technical mentor and guide for support staff, helping the team level up
- →Own the execution of IT onboarding and offboarding workflows
- →Maintain accurate asset inventory and oversee device provisioning and return processes
- →Ensure support practices align with HIPAA and SOC 2 requirements
- →Communicate clearly with employees at all levels on support status, incidents, and IT policy
Requirements
- ✓4–6 years in IT support or systems administration, with at least 1–2 years in a senior or lead capacity
- ✓Strong hands-on troubleshooting skills across macOS, Google Workspace, Slack, and common enterprise SaaS applications
- ✓Experience working within a structured IT service management environment
- ✓Working knowledge of SSO, MFA, and user provisioning/deprovisioning processes
- ✓Demonstrated ability to identify gaps in support workflows and drive adoption of improved processes
- ✓Familiarity with data handling requirements in regulated environments
- ✓Exceptional written and verbal communication skills
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