IT Support Lead

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:

The IT Support Leadserves as the highest-level individual contributor and subject matter expert (SME) for Garners IT Service Delivery function ensuring every employee support interaction is fast reliable and compliant. This role owns FreshService administration architects the Service Desk systems standards and workflows and uses data to drive continual improvement. You will be accountable for operational metrics process standardization and the execution of the AI and automation roadmap. The right candidate will be a hands-on IC leader who thrives in fast-paced high-compliance environments and can deliver operational excellence through data rigor and technical expertise.

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:

• Serve as the primary Subject Matter Expert (SME) and technical escalation point for day-to-day IT Service Delivery operations ensuring SLA adherence and an exceptional employee experience
• Administer optimize and architect FreshService including categories automations forms and dashboards aligned to ITIL standards
• Execute the strategic roadmap for AI and advanced automation within the Service Desk prioritizing initiatives that drive self-service accurate deflection and compliance-aware resolution
• Use data and reporting to analyze trends identify bottlenecks and inform automation and system design priorities
• Partner with Corporate Engineering to design and implement automation and workflow improvements that increase operational efficiency
• Maintain audit-ready documentation and rigorously enforce secure provisioning/deprovisioning practices consistent with HIPAA HITRUST SOC 2 and ISO 27001
• Collaborate cross-functionally with People Ops Security and Engineering to design systemic solutions that improve onboarding access and lifecycle processes
• Champion the employee experience and promote a culture of transparency reliability and service excellence through technical design and process discipline

What you will bring to the team:

• 6 years of hands-on experience in IT Service Delivery or Operations including deep experience in a Senior/Lead Individual Contributor role focused on systems architecture
• Demonstrated success designing and running a data-driven ITIL-aligned service desk using FreshService or a comparable ITSM platform
• Strong proficiency with SaaS administration and process automation (Okta Okta Workflows FreshService Google Workspace Slack Zoom Airtable Retool etc.)
• Experience architecting and managing support operations in high-compliance environments (HIPAA HITRUST SOC 2 ISO 27001)
• Exceptional ability to analyze metrics translate data into systems design decisions and communicate technical strategy clearly
• Proven experience designing and executing AI and automation roadmaps to fundamentally reshape service desk operations and manage capacity
• Exceptional communication and functional leadership skills with the ability to drive technical alignment across departments without formal authority
• A proactive hands-on approach and a commitment to collaborative problem-solving
• Proficient in time management and task prioritization to consistently meet service-level agreements and team targets
• Maintains a calm professional demeanor in high-pressure or ambiguous situations
• Familiar with low-code automation tools (e.g. Okta Workflows Retool) and confident working within compliance frameworks

Technologies we use:

• FreshService Okta Google Workspace Zoom Airtable Retool Slack Trelica Jamf Pro Vanta Zip Snowflake Looker and other SaaS systems supporting automation and compliance

Compensation Transparency:

The target salary range for this position is $125000 - $145000. Individual compensation for this role will depend on various factors including qualifications skills and applicable 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.