What are the responsibilities and job description for the Manager, IT Operations & Support position at Abax Health?
About Us:
Abax Health is dedicated to dramatically improving untapped revenue and patient access. Our vision is to ensure every loved one gets the care they need, when they need it, and our mission is to identify, quantify, and act on healthcare's untapped revenue.
We achieve this through industry-leading Artificial Intelligence software solutions that identify untapped revenue, quantify its financial impact, and act on it using an automation-powered human concierge team to schedule patient care efficiently. Our team, with over 200 years of combined healthcare experience, is committed to solving these challenges and making healthcare better together.
Summary of Position:
We are seeking a proactive, service-oriented Manager of IT Operations & Support to lead Abax Health’s IT operations and user support services. This people-focused role is responsible for managing day-to-day IT operations, supporting internal teams, and overseeing our Help Desk, access management, remote device support, and enterprise application support functions.
The ideal candidate brings a combination of technical expertise, excellent communication and presentation skills, and strong team leadership. This individual will work closely with the Abax Security & Infrastructure Team and other cross-functional stakeholders to ensure operational excellence, scalable IT practices, and a seamless technology experience across the organization.
As part of a fast-paced startup environment, the Manager must be comfortable wearing many hats, taking initiative, and stepping outside of traditional role boundaries to meet the needs of the business. The ability to thrive in ambiguity, roll up sleeves, and execute alongside the team is critical to success in this position. This is a key leadership role for ensuring the scalability, security, and efficiency of Abax Health’s internal technology ecosystem.
Operational & Technical Leadership:
- Manage daily IT operations including endpoint support, access provisioning, remote troubleshooting, and application support.
- Oversee the Help Desk team, ensuring timely and effective resolution of tickets via Jira Service Management.
- Coordinate user onboarding/offboarding and device lifecycle management.
- Maintain strict adherence to IT security and access control policies in collaboration with the Security & Infrastructure Team.
- Develop and maintain support documentation, escalation protocols, and service workflows.
- Prepare and deliver internal presentations to leadership and end users regarding IT projects, updates, and systems usage.
Team Management & Collaboration:
- Lead and mentor the Help Desk and IT Support staff, promoting a culture of accountability, service excellence, and continuous improvement.
- Partner with cross-functional teams (Operations, Engineering, HR, and Product) to proactively support their evolving technology needs.
- Collaborate closely with the Abax Security & Infrastructure Team to maintain systems performance, compliance, and risk posture.
- Foster strong interpersonal relationships across departments and serve as the bridge between end users and technical resources.
- Participate in budgeting, technology planning, and vendor selection with the CTO.
Technology Oversight & Innovation:
- Optimize endpoint management systems, MDM tools, VPN configurations, and remote access platforms.
- Ensure best practices in system security, identity management, and compliance.
- Continuously assess technology trends and internal feedback to recommend innovative tools and improvements.
- Lead or support implementation of IT-related projects and organizational change initiatives.
Required Technical Skills:
- Extensive experience with Microsoft 365 administration and licensing
- Strong expertise with device management and MDM platforms such as Intune or Jamf
- Extensive experience with Microsoft Entra ID / Azure AD for identity and access
- Proven experience supporting Microsoft Teams, SharePoint and OneDrive
- Advanced use of Jira Service Management for ticketing, reporting, and automation workflows
- Skilled in endpoint troubleshooting across Windows and macOS platforms
- Practical knowledge of VPN tools, remote support platforms, and remote configuration
Required Software Tools:
- Microsoft Entra / Azure Portal
- Microsoft 365 Admin Center
- Jira Service Management
- PowerShell (basic to intermediate scripting)
- Microsoft Defender (Endpoint/365/Defender)
- Microsoft Teams, SharePoint, OneDrive
- Microsoft PowerPoint, Word, Excel and Visio
- Endpoint management systems (Intune)
Preferred Qualifications & Experience:
- Bachelor’s degree in Information Technology, Computer Science, or related field
- 3 years managing IT support/help desk teams, preferably in a remote or hybrid environment
- Strong communication and presentation skills, with the ability to relay technical information clearly to non-technical audiences
- Experience working cross-functionally in a dynamic, fast-paced environment
- Familiarity with ITIL practices and cybersecurity standards
- Microsoft Certifications (e.g., M365 Fundamentals, Azure Fundamentals) preferred
- ITIL Foundation Certification or equivalent is a plus
Why Join Us?
- Be part of a mission-driven team transforming access and revenue in healthcare.
- Lead core IT operations in a highly collaborative and fast-growing organization.
- Work closely with technical, operational, and executive teams across the company.
- Enjoy meaningful work, professional growth, and leadership opportunities.
Abax Health is an equal-opportunity employer. We encourage applications from candidates of all backgrounds and experiences.
