Service Desk Lead

Garnersmission is to transform the healthcare economy delivering high quality and affordable care for all. By helping employers restructure their healthcare benefit to provide clear incentives and datadriven insights we direct employees to higher quality and lower cost healthcare providers. The result is that patients get better health outcomes while doctors are rewarded for practicing well not performing more procedures. We are backed by toptier venture capital firms are growing rapidly and looking to expand our team.

We are looking for a Service Desk Lead to own and operate Garners IT service desk and daytoday SaaS administration. This is a handson individual contributor role that combines technical support leadership with ITSM platform ownership. The role is focused on incident management request fulfillment and continuous improvement in a highgrowth compliancedriven environment.

Youll act as the primary point of contact for IT support oversee daytoday operations in Freshservice and ensure that Garners team receives fast reliable and secure tech support. This role is perfect for someone who enjoys improving service delivery streamlining workflows and proactively managing IT operations at scale.

This hybrid role will require 3 days most weeks in Garners New York City office.

Responsibilities will include:

• Operate Garners IT service desk in Freshservice managing incidents and requests from intake to resolution.
• Monitor and report on SLA performance service metrics and ticket trends; escalate when necessary to prevent disruption.
• Maintain and improve service desk workflows knowledge articles and support documentation.
• Help manage IT Support response by our MSP for issues within their scope
• Fulfill IT service requests such as software access hardware deployment and system permissions following structured auditable workflows.
• Maintain and administer Garners key SaaS platforms including Okta Jamf Pro Google Workspace Slack Zoom (incl. Zoom Rooms) and Atlassian (Jira/Confluence).
• Use service desk metrics to identify trends reduce ticket volume and improve the employee IT experience.
• Ensure Zoom Rooms conference room AV setups and office printers are fully operational

The ideal candidate has:

• 5 years of IT administration experience in a fastpaced highgrowth environment (startup experience a plus).
• Proven experience running ITSM operations in Freshservice or similar ITSM platform with strong knowledge of SLAs reporting and service workflows.
• Excellent communication and documentation skills to support scalable userfocused IT operations.
• Handson experience with Okta Jamf Pro Google Workspace Slack Zoom (including Zoom Rooms) Atlassian and other SaaS tools.
• Deep experience with macOS in the workplace.
• Familiarity with IAM MDM and endpoint security policies in a compliancefocused organization.
• Working knowledge of ITIL best practices and familiarity with compliance frameworks like SOC 2 HITRUST and HIPAA.
• A willingness to roll up your sleeves and do whatever is necessary to ensure company success
• A desire to be a part of our mission to improve the U.S. healthcare system
• Authorized to work lawfully in the United States of America as Garner does not engage in immigration sponsorship at this time

What we look for at Garner:

• Mission First: Our mission is to transform our healthcare system delivering high quality and affordable care to all. Everything else is secondary.
• Expect Extraordinary: Our mission is audacious so we will only succeed by producing exceptional results. We continually push ourselves and each other to new heights and beyond our comfort zones.
• Courageous Communication: Transparency and candor are imperative to realizing our potential as an organization and as individualseven when uncomfortable. Many companies talk about these values. We live them.
• Supportive community: We know that people do their best work and learn the most when they feel genuinely supported and cared for. Its also more fun that way.

The target salary range for this position is: $145000 $175000. Individual compensation for this role will depend on a variety of factors including qualifications skills and applicable laws. In addition to base compensation this role is eligible to participate in our equity incentive and competitive benefits plans.