Garner Health, LLC
Join to apply for the
IT Support Lead
role at
Garner Health, LLC .
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.
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 three days per week on Tuesday, Wednesday, and Thursday.
What You Will Do
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 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 IC 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 will depend on 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 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 and to
candidateprotection@getgarner.com .
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
talent@getgarner.com .
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
Hospitals and Health Care
#J-18808-Ljbffr
IT Support Lead
role at
Garner Health, LLC .
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.
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 three days per week on Tuesday, Wednesday, and Thursday.
What You Will Do
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 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 IC 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 will depend on 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 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 and to
candidateprotection@getgarner.com .
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
talent@getgarner.com .
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
Hospitals and Health Care
#J-18808-Ljbffr