IT Support Lead

Garner Health•New York City, NY

18d•$125,000 - $145,000•Hybrid

About The Position

The IT Support Lead serves as the highest-level individual contributor and subject matter expert (SME) for Garner’s IT Service Delivery function, ensuring every employee support interaction is fast, reliable, and compliant. This role owns FreshService administration, architects the Service Desk systems, standards, and workflows , and uses data to drive continual improvement. You will be accountable for operational metrics, process standardization, and the execution of the AI and automation roadmap. The right candidate will be a hands-on IC leader who thrives in fast-paced, high-compliance environments and can deliver operational excellence through data, rigor, and technical expertise. This role will be based in our New York City office. You must be willing to work in the office 3 days per week on Tuesday, Wednesday and Thursday.

Requirements

6+ years of hands-on experience in IT Service Delivery or Operations, including deep experience in a Senior/Lead Individual Contributor role focused on systems architecture
Demonstrated success designing and running a data-driven, ITIL-aligned service desk using FreshService or a comparable ITSM platform
Strong proficiency with SaaS administration and process automation (Okta, Okta Workflows, FreshService, Google Workspace, Slack, Zoom, Airtable, Retool, etc.)
Experience architecting and managing support operations in high-compliance environments (HIPAA, HITRUST, SOC 2, ISO 27001)
Exceptional ability to analyze metrics, translate data into systems design decisions , and communicate technical strategy clearly
Proven experience designing and executing AI and automation roadmaps to fundamentally reshape service desk operations and manage capacity
Exceptional communication and functional leadership skills , with the ability to drive technical alignment across departments without formal authority
A proactive, hands-on approach and a commitment to collaborative problem-solving
Proficient in time management and task prioritization to consistently meet service-level agreements and team targets
Maintains a calm, professional demeanor in high-pressure or ambiguous situations

Nice To Haves

Familiar with low-code automation tools (e.g., Okta Workflows, Retool) and confident working within compliance frameworks

Responsibilities

Serve as the primary Subject Matter Expert (SME) and technical escalation point for day-to-day IT Service Delivery operations, ensuring SLA adherence and an exceptional employee experience
Administer, optimize, and architect FreshService, including categories, automations, forms, and dashboards aligned to ITIL standards
Execute the strategic roadmap for AI and advanced automation within the Service Desk, prioritizing initiatives that drive self-service, accurate deflection, and compliance-aware resolution
Use data and reporting to analyze trends, identify bottlenecks , and inform automation and system design priorities
Partner with Corporate Engineering to design and implement automation and workflow improvements that increase operational efficiency
Maintain audit-ready documentation and rigorously enforce secure provisioning/deprovisioning practices consistent with HIPAA, HITRUST, SOC 2, and ISO 27001
Collaborate cross-functionally with People Ops, Security, and Engineering to design systemic solutions that improve onboarding, access, and lifecycle processes
Champion the employee experience and promote a culture of transparency, reliability, and service excellence through technical design and process discipline