Service Desk Manager

Healthcare quality is declining and soaring costs are crushing American families and businesses. At Garner weve developed a revolutionary approach to evaluating doctor performance and a unique incentive model thats reshaping the healthcare economy to ensure everyone can afford high quality care. By providing organizations relief from surging healthcare costs weve experienced rapid adoption in the market and have more than doubled our revenue annually over the last 5 years becoming the fastest growing company in our space. To support our continued growth were expanding our team by over 50% each year seeking exceptional talent to shape our unique award winning culture (for example USA Today Top Workplaces 2025) designed to cultivate teamwork trust autonomy exceptional results and individual growth that creates an inflection point in your career.

About the role:

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.

Where you will work:

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.

What you will do:

• 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

What you will bring to the team:

• 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

Compensation transparency:

The target salary range for this position is: $145000 $175000. Individual compensation for this role will depend on various 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 including but not limited to: flexible PTO Medical/Dental/Vision plan options 401(k) Teladoc Health and more.