IT Support Manager

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.

The Role

We are seeking an experienced and dedicated IT Support Manager to oversee our IT support operations, ensuring the efficient and effective resolution of technology issues across the organization. As the second IT hire at Abridge, this role will begin as a self-starter first line of IT Support and grow with the company into the leader of a team of IT Support professionals. You will implement best practices, and work closely with various departments to ensure high levels of customer service and satisfaction. The ideal candidate will have a blend of technical expertise, leadership abilities, and a passion for designing and optimizing support processes.

What You’ll Do

Technical Support Management

• Supervise the daily operations of the IT support desk, ensuring timely and effective resolution of incidents and requests.

• Manage escalations, troubleshoot complex technical issues, and provide guidance for issue resolution.

• Oversee the ticketing system and monitor SLAs to ensure compliance with established response and resolution times.

• Manage and support office technology such as video conferencing systems, printers, networking, cameras, badging systems, etc.

Team Leadership and Development

• Hire, lead, mentor, and manage a team of IT support specialists, fostering a positive, high-performance culture.

• Provide coaching, training, and development opportunities to enhance team skills and career growth.

• Oversee staffing, scheduling, and workload allocation to ensure timely support coverage.

Process Improvement

• Develop, document, and enforce IT support processes and policies, focusing on efficiency and customer satisfaction.

• Identify and implement best practices in incident management, change management, and problem management.

• Conduct regular reviews of support metrics, user feedback, and performance data to identify areas for improvement.

Cross-Departmental Collaboration

• Collaborate with other IT teams, including infrastructure, cybersecurity, and application development, to resolve cross-functional issues.

• Act as the primary liaison between IT support and other departments, ensuring alignment with organizational goals and service expectations.

• Coordinate with vendors and third-party providers to manage outsourced services or escalations.

Project Management

• Lead or participate in IT projects related to support services, including software rollouts, hardware deployments, and system upgrades.

• Ensure that projects are delivered on time, within scope, and aligned with business needs.

• Develop and execute communication plans for project-related updates and changes impacting end-users.

Documentation and Reporting

• Maintain accurate documentation of IT support processes, policies, and knowledge base articles.

• Generate and present regular reports on support metrics, trends, and key performance indicators (KPIs) to senior leadership.

• Monitor and analyze ticket trends to proactively identify areas requiring additional resources or support.

What You’ll Bring

• Proficiency with IT support tools and ticketing systems (e.g., FreshService, ServiceNow, Jira, Zendesk).

• Strong troubleshooting skills and knowledge of networking, hardware, software, and operating systems.

• Familiarity with ITIL principles and incident management best practices.

• Excellent communication and interpersonal skills, with a customer-oriented approach.

• Strong problem-solving abilities and a proactive, solution-driven mindset.

• Ability to manage multiple priorities and work under pressure in a fast-paced environment

Ideally, You Have 

• 5+ years in IT support roles, with at least 2 years in a leadership or supervisory capacity.

• Experience in regulated environments (e.g., healthcare, finance, or government)

• Familiarity and experience in Google Workspace

• Working experience in a Mac-heavy environment, particularly interested in candidates with Apple Store or Genius Bar backgrounds

Base Salary: $110,000 - $130,000 USD per year + Equity

The salary range provided is based on transparent pay guidelines and is an estimate for candidates residing in the New York City metro areas. The actual base salary will vary depending on the candidate's location, relevant experience, skills, qualifications, and other job-related factors. Additionally, this role may include the opportunity to participate in a company stock option plan as part of the total compensation package.

Must be willing to work from our NY office at least 3x per week

This position requires a commitment to a hybrid work model, with the expectation of coming into the office a minimum of (3) three times per week. Relocation assistance is available for candidates willing to move to New York.

Must be willing to travel up to 20%

This position requires occasional travel to Pittsburg, Pennsylvania's headquarters. Additionally, Abridge typically hosts a three-day builder team retreat every three to six months. These retreats often feature internal hackathons, collaborative project sessions, and social events that allow the team to connect in person.

We value people who want to learn new things, and we know that great team members might not perfectly match a job description. If you’re interested in the role but aren’t sure whether or not you’re a good fit, we’d still like to hear from you.

Why Work at Abridge?

• Be a part of a trailblazing, mission-driven organization that is powering deeper understanding in healthcare through AI!

• Opportunity to work and grow with talented individuals and have ownership and impact at a high-growth startup.

• Flexible/Unlimited PTO — Salaried team members can take off as much approved time off as they need, plus 13 paid holidays

• Equity — For all salaried team members

• Medical insurance — We pay 100% of the premium for you + 75% for dependents. 3 Aetna plans to choose from.

• Dental & Vision insurance — We pay 100% of the premium for you + 75% for dependents. 2 Aetna plans to choose from.

• Flexible Spending (FSA) & Health Savings (HSA) Accounts

• Learning and Development budget — $3,000 per year for coaching, courses, workshops, conferences, etc.

• 401k Plan — Contribute pre-tax dollars toward retirement savings.

• Paid Parental Leave — 16 weeks paid parental leave, for all full-time employees

• Flexible working hours — We care more about what you accomplish than what specific hours you’re working.

• Home Office Budget — We provide up to $1,600 in a one-time reimbursement to set up your home office.

• Sabbatical Leave — 30 days of paid Sabbatical Leave after 5 years of employment.

• ...Plus much more!

Life at Abridge

At Abridge, we’re driven by our mission to bring understanding and follow-through to every medical conversation. Our culture is founded on doing things the “inverse” way in a legacy system—focusing on patients, instead of the system; focusing on outcomes, instead of billing; and focusing on the end-user experience, instead of a hospital administrator's mandate.

Abridgers are engineers, scientists, designers, and health policy experts from a diverse set of backgrounds—an experiment in alchemy that helps us transform an industry dominated by EHRs and enterprise into a consumer-driven experience, one recording at a time. We believe in strong ideas, loosely held, and place a high premium on a growth mindset. We push each other to grow and expose each other to the latest in our respective fields. Whether it’s holding a PhD-level deep dive into understanding fairness and underlying bias in machine learning models, debating the merits of a Scandinavian design philosophy in our UI/UX, or writing responses for Medicare rules to influence U.S. health policy, we prioritize sharing our findings across the team and helping each other be successful.

Diversity & Inclusion

Abridge is an equal opportunity employer. Diversity and inclusion is at the core of what we do. We actively welcome applicants from all backgrounds (including but not limited to race, gender, educational background, and sexual orientation).

Staying Safe - Protect Yourself From Recruitment Fraud

We are aware of individuals and entities fraudulently representing themselves as Abridge recruiters and/or hiring managers. Abridge will never ask for financial information or payment, or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the Abridge recruiting team will come from an @abridge.com email address. You can learn more about how to protect yourself from these types of fraud by referring to this article. Please exercise caution and cease communications if something feels suspicious about your interactions.