IT Support Lead

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Health‑care quality is declining and soaring costs are crushing American families and businesses. At Garner, we’ve developed a revolutionary approach to evaluating doctor performance and a unique incentive model that’s reshaping the health‑care economy to ensure everyone can afford high‑quality care. By providing organizations relief from surging costs, we’ve experienced rapid adoption and more than doubled our revenue annually over the last five years, becoming the fastest‑growing company in our space.

The IT Support Lead serves as the highest‑level individual contributor and subject‑matter expert (SME) for Garner’s IT Service Delivery function, ensuring every employee support interaction is fast, reliable, and compliant. This role owns Fresh Service 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.

This role will be based in our New York City office. You must be willing to work in the office three days per week on Tuesday, Wednesday, and Thursday.

• Serve as the primary 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 Fresh Service, 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.

• 6+ years of hands‑on experience in IT Service Delivery or Operations, including deep experience in a Senior/Lead IC role focused on systems architecture.
• Demonstrated success designing and running a data‑driven, ITIL‑aligned service desk using Fresh Service or a comparable ITSM platform.
• Strong proficiency with SaaS administration and process automation (Okta, Okta Workflows, Fresh Service, 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.

• Fresh Service, Okta, Google Workspace, Zoom,…