IT Support Manager (Service Desk)

TL;DR

IT Support Manager (Service Desk): Lead Service Desk team and own end-to-end IT support operations for employees in a fast-growing healthcare tech company with an accent on high-quality responsive support, user lifecycle management, and scalable processes. Focus on mentoring teams, improving SLAs and KPIs, driving ITSM enhancements, and partnering with Engineering, Security, and HR for seamless tool access and compliance.

Location: Seattle, WA (onsite support standards required, including hardware setup and office support)

Company

Fastest growing healthcare technology company building products like BlinkRx and Quick Save to make prescriptions accessible and affordable.

What you will do

• Lead day-to-day Service Desk operations, hire and mentor team, track performance, and act as escalation point for complex issues.
• Deliver seamless IT experience across MacOS, Windows, SaaS platforms, with white-glove support for executives and onsite standards.
• Own user lifecycle management including onboarding/offboarding, access provisioning, and automation opportunities.
• Manage IT asset lifecycle, endpoint security via MDM tools like Jamf and Intune, and maintain inventory.
• Improve ITSM processes using Jira Service Management for incident, request, problem, and change management.
• Partner with Network, Security, DevOps, and business teams to support projects, security initiatives, and root-cause fixes.

Requirements

• 7+ years IT support experience, 2–3+ years leading Service Desk or IT Support teams
• Strong technical skills in MacOS, Windows, SaaS tools (Okta, Google Workspace, Slack, Zoom)
• Hands-on with ITSM tools (Jira Service Management preferred) and MDM (Jamf, Intune)
• Experience in user lifecycle, access management, IT asset management, and ITIL principles
• Operate in fast-paced high-growth environments with strong communication across teams
• Location: Seattle, WA with onsite support responsibilities

Nice to have

• Strong ownership, accountability, root-cause focus, and partnership-building skills

Culture & Benefits

• Highly collaborative team of builders and operators innovating in healthcare.
• Relentlessly learning, curious, and cross-functional environment.
• Equal opportunity employer valuing diversity.