IT Operations Team Lead (Healthcare AI)

TL;DR

IT Operations Team Lead (Healthcare AI): Managing the day-to-day health of the IT support desk and resolving complex escalations within a macOS-primary environment with an accent on SLA performance, compliance standards (HIPAA/SOC 2), and process optimization. Focus on scaling IT infrastructure, mentoring support staff, and ensuring seamless onboarding/offboarding in a high-growth startup.

Location: Hybrid, NYC Office

Salary: $124K – $138K + Equity

Company

hirify.global is a generative AI company transforming healthcare delivery by creating an AI-powered platform that transforms patient-clinician conversations into structured clinical notes.

What you will do

• Serve as the senior escalation point for complex hardware, software, and SaaS issues in a macOS-primary environment.
• Own the IT Operations queue, triaging tickets to meet SLA targets and using metrics to drive tooling and staffing decisions.
• Define and document support processes, escalation paths, runbooks, and knowledge base content.
• Act as a technical mentor and day-to-day guide for support staff to raise team capabilities.
• Manage IT onboarding and offboarding workflows in alignment with security and compliance requirements.
• Oversee IT procurement and vendor relations to optimize costs, renewals, and licensing.

Requirements

• 4–6 years of experience in IT support or systems administration.
• 1–2 years of experience in a senior or lead capacity.
• Strong hands-on troubleshooting skills with macOS, Google Workspace, Okta, Slack, and MDM platforms like JAMF.
• Knowledge of core networking concepts (DNS, DHCP, VPN, Wi-Fi) and access management (SSO, MFA).
• Must be based in New York City for a hybrid work arrangement.
• Familiarity with data handling requirements in regulated environments, specifically HIPAA and SOC 2.

Nice to have

• Experience in a healthcare or life sciences environment.
• Experience using and managing AI tooling such as Claude, ChatGPT, or Cursor.
• Familiarity with AI-first ITSM tools like Serval, Console, or Risotto.
• Exposure to device lifecycle automation or MDM policy management.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage with HSA contributions.
• 401(k) matching and competitive equity grants.
• Flexible PTO, 14 paid holidays, and paid sabbatical leave after 5 years.
• Lifestyle Wallet for fitness, professional development, and coworking.
• Generous paid parental leave and family forming benefits.
• Personal device allowance and pre-tax commuter benefits.