IT Services Lead
About The Position
Commure is looking for a Senior IT Services Lead to run our IT Support/Services function and ensure our employees have the tools, access, and support they need to do their best work. This is a senior individual contributor role with team leadership responsibilities — you'll be the most experienced person on the IT Services team, setting the technical and operational bar, mentoring more junior team members, and owning the strategic direction of support tooling and process as Commure scales. You'll operate with a high degree of autonomy, partnering closely with the Sr. Director of IT and the Systems Design team, and will be trusted to make judgment calls on escalations, access, and process without heavy oversight. Over time, this role has a clear path toward formal people management as the team grows.
Requirements
- 5+ years of IT experience, with demonstrated seniority as a top-level escalation point on a service desk/IT support team
- Deep, hands-on expertise administering Okta, Google Workspace, Jamf Pro, and Jira Service Management
- Track record of building and owning process documentation from scratch (Notion or similar)
- Experience designing automation with tools like Zapier, JSM workflows, or internal bots
- Comfortable mentoring and setting the technical bar for less experienced teammates, even without formal management experience
- Excellent written and verbal communication skills; comfortable presenting to broader company audiences and influencing without authority
Nice To Haves
- ITIL 4 Foundation knowledge/certification a plus
- Experience in a high-growth or healthcare tech environment a plus
- Prior people management experience a plus, but not required — this role has a growth path into formal management
Responsibilities
- Act as the senior escalation point and technical mentor for IT Support Engineers/Specialists, setting the standard for troubleshooting quality and ticket hygiene
- Coordinate with extended/offshore IT Ops support resources to ensure global coverage and consistent process
- Help shape hiring and onboarding for future IT Services hires, and informally coach/develop junior team members
- Serve as the escalation point for IT support issues across the organization
- Manage the IT Service Desk in Jira Service Management (JSM), including ticket workflows, automations, and CSAT tracking
- Own onboarding/offboarding workflows for employees, including account provisioning, hardware issuance, and access management
- Manage the device lifecycle program, including hardware procurement, and legal hold procedures
- Administer core IT systems including Okta, Google Workspace, Jamf Pro, Rippling, and 1Password
- Maintain an admin access tier framework and software/app ownership tracking
- Manage end-user communications
- Build and maintain internal documentation in Notion, including SOPs, self-help guides, and playbooks for the IT function
- Identify opportunities to automate repetitive support work using tools like Zapier, JSM automations, and Slack bots
- Continuously improve support workflows to increase efficiency and end-user satisfaction
- Own conference room AV systems and office technology across office locations
- Support workplace technology initiatives across Commure's offices
- Report to the Sr. Director of IT and act as a key partner on IT strategy, device policy, and company-wide technology decisions
- Represent the IT Services team in company-wide forums and communicate team wins, roadmap, and metrics
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
