IT Support Team Lead

Abridge•San Francisco, CA

About The Position

As the IT Support Team Lead, you will be the operational anchor of Abridge's IT support function — a player-coach who is equally comfortable resolving complex support escalations yourself and raising the capability of the team around you. You will own the day-to-day health of the support desk: ticket queue quality, SLA performance, escalation paths, and the consistency of the support experience across the organization. This is not a management role — it is a senior individual contributor role with meaningful team influence and process ownership. You will work in a healthcare AI environment where support quality directly impacts the productivity of clinical, research, and engineering teams, and where data handling standards require a high degree of care and discretion.

Requirements

Experience: 4–6 years in IT support or systems administration, with at least 1–2 years in a senior or lead capacity.
Technical Breadth: Strong hands-on troubleshooting skills across macOS, Google Workspace, Slack, and common enterprise SaaS applications; familiarity with MDM platforms (JAMF or equivalent).
ITSM Fluency: Experience working within a structured IT service management environment — ticket lifecycle management, SLA tracking, and knowledge base maintenance.
Access Management Fundamentals: Working knowledge of SSO, MFA, and user provisioning/deprovisioning processes.
Process Mindset: Demonstrated ability to identify gaps in support workflows, document solutions, and drive adoption of improved processes.
Compliance Context: Familiarity with data handling requirements in regulated environments (healthcare experience a plus).
Communication: Exceptional written and verbal communication skills; able to translate technical issues into clear, non-technical language for end users and leadership alike.

Nice To Haves

Experience supporting a remote-first or distributed workforce.
Familiarity with Serval, Jira Service Management, or similar ITSM platforms.
Exposure to device lifecycle automation or MDM policy management.
Experience in a healthcare or life sciences environment.

Responsibilities

Hands-On Support: Serve as a senior escalation point for complex hardware, software, SaaS, and access-related issues across a macOS-primary environment; resolve issues directly alongside the team.
Queue & SLA Ownership: Own the health and performance of the IT support queue — triaging, prioritizing, and ensuring tickets are resolved within established SLA targets.
Process & Standards: Define, document, and continuously improve support processes, escalation paths, runbooks, and knowledge base content to drive consistent, high-quality outcomes.
Team Enablement: Serve as a technical mentor and day-to-day guide for support staff — sharing knowledge, reviewing ticket handling, and helping the team level up without acting as their direct manager.
Onboarding & Offboarding: Own the execution of IT onboarding and offboarding workflows, ensuring new hires are fully provisioned and departing employees are fully deprovisioned in alignment with security and compliance requirements.
Tooling & Asset Management: Maintain accurate asset inventory, oversee device provisioning and return processes, and identify opportunities to improve support tooling.
Compliance Awareness: Ensure support practices align with HIPAA and SOC 2 requirements, particularly around access management, device handling, and data sensitivity.
Stakeholder Communication: Communicate clearly and professionally with employees at all levels, including executives, on support status, incidents, and IT policy.

Benefits

Generous Time Off: 14 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees
Comprehensive Health Plans: Medical, Dental, and Vision coverage for all full-time employees and their families.
Generous HSA Contribution: If you choose a High Deductible Health Plan, Abridge makes monthly contributions to your HSA.
Paid Parental Leave: Generous paid parental leave for all full-time employees.
Family Forming Benefits: Resources and financial support to help you build your family.
401(k) Matching: Contribution matching to help invest in your future.
Personal Device Allowance: Tax free funds for personal device usage.
Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.
Lifestyle Wallet: Monthly contributions for fitness, professional development, coworking, and more.
Mental Health Support: Dedicated access to therapy and coaching to help you reach your goals.
Sabbatical Leave: Paid Sabbatical Leave after 5 years of employment.
Compensation and Equity: Competitive compensation and equity grants for full time employees.
... and much more!