IT Support Manager (Service Desk)

Blink Health•Seattle, WA

10h

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.