IT Support Team Lead

IT Support Team Lead ABOUT ABRIDGE Abridge was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients. Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems. We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense. We have offices located in the Mission District in San Francisco, the SoHo neighborhood of New York, and East Liberty in Pittsburgh. THE ROLE 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. WHAT YOU’LL DO - 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. WHAT YOU’LL BRING - 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 provisio ... (truncated, view full listing at source)