IT Support Manager (Service Desk) at Blinkhealth

Company Overview: Blink Health is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody. Our two primary products – BlinkRx and Quick Save – remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients. BlinkRx is the world’s first pharma-to-patient cloud that offers a digital concierge service for patients who are prescribed branded medications. Patients benefit from transparent low prices, free home delivery, and world-class support on this first-of-its-kind centralized platform. With BlinkRx, never again will a patient show up at the pharmacy only to discover that they can’t afford their medication, their doctor needs to fill out a form for them, or the pharmacy doesn’t have the medication in stock. We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us! About the Role At Blink Health, we’re committed to making prescription medications more affordable and accessible for everyone. Behind that mission is a reliable, scalable, and user-focused IT organization. We’re looking for an IT Support Manager to lead our Service Desk team and own the end-to-end support experience for employees across Blink. This role is equal parts people leadership, operational ownership, and hands-on problem solving. You’ll be responsible for ensuring our teams—from corporate functions to pharmacy operations—have seamless, secure, and efficient access to the tools they need to do their best work. You’ll partner closely with Engineering, Network, and Information Security teams to support a growing, fast-paced environment, while continuously improving how we deliver IT support at scale. What You’ll Do Lead the Service Desk • Own day-to-day Service Desk operations, ensuring high-quality, responsive support across the organization. • Hire, mentor, and develop a high-performing team with a strong customer-first mindset. • Set clear expectations, track performance, and continuously improve SLAs, KPIs, and team effectiveness. • Act as an escalation point for complex or high-impact issues, ensuring timely and thoughtful resolution. Deliver a High-Quality Employee Experience • Ensure a seamless IT experience for all employees, including high-touch, white-glove support for executive stakeholders. • Oversee support across MacOS, Windows, and core SaaS platforms (Okta, Google Workspace, Slack, Zoom). • Maintain strong onsite support standards, including hardware setup, office support, and AV readiness for key meetings. Own User Lifecycle & Access Management • Lead onboarding and offboarding processes, ensuring timely and secure provisioning and de-provisioning of access. • Partner with HR and Security to ensure processes are efficient, compliant, and scalable. • Identify opportunities to automate and streamline identity and access workflows. Drive Asset & Endpoint Management • Own IT asset lifecycle management, including procurement, tracking, auditing, and refresh planning. • Ensure endpoints are securely managed and compliant using MDM tools such as Jamf and Intune. • Maintain clean, accurate inventory and documentation to support growth and operational needs. Strengthen ITSM & Change Management • Own and improve Service Desk processes across incident, request, problem, and change management. • Ensure the Service Desk is tightly integrated into change control processes, with clear communication and risk awareness. • Leverage tools like Jira Service Management to drive visibility, accountability, and continuous improvement. Partner Across IT & the Business • Work closely with Network Engineering, Information Security, and DevOps to support system changes, rollouts, and projects. • Act as the connective tissue between end users and technical teams, ensuring alignment and smooth execution. • Support security initiatives and compliance efforts as a key operational partner to InfoSec. Improve, Scale, and Simplify • Use data and trends to identify recurring issues and implement long-term fixes. • Build and maintain a strong knowledge base and self-service capabilities. • Continuously look for ways to simplify processes, reduce friction, and improve the overall support experience. What You’ll Need • 7+ years of IT support experience, with 2–3+ years leading Service Desk or IT Support teams. • Experience operating in fast-paced, high-growth environments with evolving priorities. • Strong technical foundation across MacOS, Windows, and modern SaaS tools (Okta, Google Workspace, Slack, Zoom). • Hands-on experience with ITSM tools (Jira Service Management preferred). • Experience with MDM platforms such as Jamf and/or Microsoft Intune. • Deep understanding of user lifecycle management and access provisioning. • Experience managing IT assets and supporting endpoint lifecycle at scale. • Solid understanding of ITIL principles, with a practical, execution-focused approach. • Strong communication skills and the ability to work effectively across technical and non-technical teams. • A bias toward action, ownership, and continuous improvement. What Sets You Apart • You take ownership and operate with a strong sense of accountability. • You balance speed with quality in a fast-moving environment. • You focus on solving root causes, not just symptoms. • You build strong partnerships and communicate clearly across teams. • You care deeply about the employee experience and take pride in delivering great service. Why Join Us: It is rare to have a company that both deeply impacts its customers and is able to provide its services across a massive population. At Blink, we have a huge impact on people when they are most vulnerable: at the intersection of their healthcare and finances. We are also the fastest growing healthcare company in the country and are driving that impact across millions of new patients every year. Our business model not only helps people, but drives economics that allow us to build a generational company. We are a relentlessly learning, constantly curious, and aggressively collaborative cross-functional team dedicated to inventing new ways to improve the lives of our customers. We are an equal opportunity employer and value diversity of all kinds. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Applicants who provide their phone number and consent to receive text messages may receive SMS or MMS updates from Blink Health regarding their application.