Manager, IT Support

Komodo Health • New York, NY

3h • Hybrid

About The Position

At Komodo Health, the mission is to reduce the global burden of disease through smarter use of data, leveraging the Healthcare Map to provide a comprehensive view of the U.S. healthcare system. This foundation supports a suite of software applications designed to answer complex healthcare questions for partners, tracking patient behaviors, identifying care gaps, and addressing unmet needs. The company values being awesome, seeking growth, delivering “wow,” and enjoying the ride, fostering a team of ambitious and supportive individuals. The IT Operations team is critical for internal infrastructure and employee experience, managing identity, access, devices, and collaboration tools to ensure a secure, seamless, and productive work environment. As a Manager in IT Operations, you will lead a high-performing team of IT Analysts and Engineers, overseeing user provisioning, computer management, security, and day-to-day technical support. The role involves utilizing a modern tech stack including Slack, Zoom, Jira Service Management, Confluence, Google Workspace, 1Password, Kolide, O365, Glean, Google Gemini, Notebook LM, Okta, Workato, Lucidchart, Cisco Meraki, and various AI tools. Key responsibilities include owning service delivery, setting standards for ticket resolution and service quality, mentoring direct reports, driving continuous improvement, and bridging strategic IT initiatives with execution, reporting directly to the Director of IT. Within the first 12 months, you are expected to strengthen team capability through mentoring and professional development, implement new processes and automation to reduce manual ticket handling and improve service delivery, reduce ticket resolution time and improve first-contact resolution rates, establish comprehensive documentation, and optimize vendor selection for cost efficiency and security alignment.

Requirements

• 5+ years of IT management or team leadership experience, with demonstrated success building and scaling high-performing teams.
• Hands-on experience with user and computer management tools, ideally including directory services (Google Workspace, O365), identity/access management (Okta), and ticketing systems (Jira Service Management or similar).
• Proven background in helpdesk, IT support, or user services, with deep understanding of the IT service delivery lifecycle.
• Strong team leadership and people management skills: ability to mentor, develop, and hold direct reports accountable while fostering psychological safety and growth.
• Experience with IT automation, integration platforms, or workflow optimization (e.g., Workato, Zapier, API integrations, or scripting).
• Leverage AI-powered tools (Google Gemini, Claude, Notebook LM, and similar) to streamline IT service delivery—e.g., using AI to draft documentation, analyze ticket patterns, and propose automation opportunities.
• Lead thoughtful adoption of AI-enhanced tools while managing associated data privacy, security, and change-management considerations with your team.
• Model responsible AI use and guide your team in identifying where AI can improve efficiency without compromising security or user trust.

Nice To Haves

• Experience leveraging AI-powered tools and automation to enhance IT service delivery, while managing associated data privacy, security, and change-management considerations.
• Familiarity with low-code/no-code platforms (Workato, Zapier) and integration patterns that reduce manual IT overhead.
• Knowledge of cloud identity and access management (Google Workspace, Okta, Entra ID).
• Experience with network management tools (Cisco Meraki or similar) or endpoint management platforms (Kolide, Jamf, Intune).
• Background in a fast-growing, high-growth tech company or healthcare data organization.

Responsibilities

• Direct management of 5–7 IT Analysts and Engineers: conduct regular 1-on-1s, performance reviews, career development planning, and team meetings; foster a collaborative, growth-oriented culture.
• Oversee user and computer management lifecycle: user provisioning/offboarding, device deployment, access management, and deprovisioning across Google Workspace, O365, Okta, 1Password, and related tools.
• Triage and manage ticket queue in Jira Service Management: set SLAs, assign work, review escalations, and ensure timely resolution; own team performance metrics and reporting.
• Lead implementation and optimization of IT tools and workflows: evaluate new solutions (e.g., automation via Workato, AI-powered service delivery), manage vendor relationships, and communicate changes to stakeholders.
• Manage infrastructure and systems administration: oversee device fleet management via Kolide, network management via Cisco Meraki, and internal tool configurations (Slack, Zoom, Confluence, Glean, Lucidchart).
• Partner on security, compliance, and data privacy: ensure team follows security best practices, manage access controls, handle identity governance via Okta, and balance privacy considerations when introducing new tools (especially AI-powered solutions).
• Create and maintain documentation: develop runbooks, knowledge base articles, and process diagrams that capture team procedures and reduce single points of failure.

Benefits

• comprehensive health, dental, and vision insurance
• flexible time off and holidays
• 401(k) with company match
• disability insurance
• life insurance
• leaves of absence in accordance with applicable state and local laws and regulations and company policy
• performance-based bonuses
• equity awards

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 251-500 employees