IT Operations Specialist

The Role

Abridge is a fast-growing, AI-native healthcare company. We are seeking an IT Operations Specialist to support our San Francisco office and rapidly scaling workforce. This role provides onsite and remote support across hardware, software, access, collaboration tools, and conference room technology.

You will help build a modern IT operations function designed for an AI-native company. You will use AI ITSM, automation, and agentic workflows to resolve issues, reduce manual work, and improve the employee experience. You will also partner across Abridge to develop scalable processes that support our continued growth.

What You’ll Do

• Own daily IT support operations and serve as the primary escalation point for complex employee issues.

• Manage support requests through Serval, including triage, resolution, escalation, documentation, and follow-up.

• Build agentic support workflows that improve response times, resolution quality, and the employee experience.

• Design and maintain automations for onboarding, offboarding, access requests, birthright access, and other employee lifecycle events.

• Manage account access across SaaS applications using secure, scalable, and policy-based processes.

• Provide expert support for workplace hardware, desktop software, collaboration tools, and conference room technology.

• Identify recurring issues and replace manual work with reliable, well-documented automation.

• Maintain clear operating procedures, support documentation, and service performance data.

• Partner with PeopleOps, Security, Engineering, and business teams to build effective technical solutions.

• Help define the standards, systems, and automation that will shape the future of IT Operations at Abridge.

What You’ll Bring

• 3 to 5 years of experience in IT operations, service desk, or enterprise end-user support.

• Experience managing tickets, incidents, access requests, and escalations in a fast-paced environment.

• Strong technical troubleshooting skills across SaaS applications, hardware, operating systems, and workplace technology.

• Experience building or managing IT workflows, integrations, and automations.

• Clear written and verbal communication skills, including the ability to explain technical issues to non-technical employees.

• Strong organization and attention to detail while managing multiple priorities.

• A service-focused approach that combines urgency, sound judgment, and consistent follow-through.

• Strong problem-solving skills and a proactive approach to identifying operational improvements.

• The ability to work across teams and translate business requirements into scalable IT processes.

• A strong interest in agentic support, automation, and the continued evolution of enterprise IT.

Bonus Points

• Experience with Serval or another AI ITSM platform eg., Console, Ravenna

• Experience supporting regulated organizations, including healthcare, finance, or government.

• Familiarity with identity and access management, role-based access control, and employee lifecycle automation.

• Experience with Google Workspace, Slack, Zoom, and Zoom Rooms.

• Experience using APIs, workflow tools, or scripts to automate IT operations.

• Experience with Mobile Device Management (MDM) systems.

• Working experience in a both Mac & Windows operating systems

• Working experience in a fast paced tech startup with a customer first mindset.

The salary range provided is based on transparent pay guidelines and is an estimate for candidates residing in the San Francisco and 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 SF 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 San Francisco.

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.

How we take care of Abridgers:

• Generous Time Off: 14 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees

• ... and much more!