Healthcare 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 healthcare economy to ensure everyone can afford high quality care. By providing organizations relief from surging healthcare costs, we've experienced rapid adoption in the market and have more than doubled our revenue annually over the last 5 years, becoming the fastest growing company in our space. To support our continued growth, we're expanding our team by over 50% each year, seeking exceptional talent to shape our unique, award winning culture (for example, USA Today Top Workplaces 2025) designed to cultivate teamwork, trust, autonomy, exceptional results, and individual growth that creates an inflection point in your career.

About the role:

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 FreshService 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.

Where you will work:

This role will be based in our New York City office. You must be willing to work in the office 3 days per week on Tuesday, Wednesday and Thursday.

What you will do:

Serve as the primary Subject Matter Expert (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 FreshService, 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

What you will bring to the team:

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

Technologies we use:

FreshService, Okta, Google Workspace, Zoom, Airtable, Retool, Slack, Trelica, Jamf Pro, Vanta, Zip, Snowflake, Looker, and other SaaS systems supporting automation and compliance

Compensation Transparency:

The target salary range for this position is $125,000 - $145,000. Individual compensation for this role will depend on various factors, including qualifications, skills, and applicable laws. In addition to base compensation, this role is eligible to participate in our equity incentive and competitive benefits plans, including but not limited to: flexible PTO, Medical/Dental/Vision plan options, 401(k), Teladoc Health and more.

Fraud and Security Notice:

Please be aware of recent job scam attempts. Our recruiters use getgarner.com email domain exclusively. If you have been contacted by someone claiming to be a Garner recruiter or a hiring manager from a different domain about a potential job, please report it to law enforcement here and to [email protected].

Equal Employment Opportunity:

Garner Health is proud to be an Equal Employment Opportunity employer and values diversity in the workplace. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

Garner Health is committed to providing accommodations for qualified individuals with disabilities in our recruiting process. If you need assistance or an accommodation due to a disability, you may contact us at [email protected].

IT Support Lead

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