IT Operations Manager

Abridge was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients.

Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems.

We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense. We have offices located in the SoHo neighborhood of New York, the Mission District in San Francisco, and Lawrenceville in Pittsburgh.

The Role

We are seeking a proactive and experienced IT Operations Manager to build and lead our internal IT Operations function from our San Francisco office. In this critical role, you will be responsible for ensuring the reliability, security, and efficiency of our company's Enterprise productivity technology with as much automation as you and the team you build can muster. You will initially be hands-on, managing our cloud-native tech stack including Rippling for device management, Freshservice for ITSM/Asset Management, Google Workspace, Slack, Zoom, and other modern SaaS platforms.

As the company continues on its growth trajectory, you will hire, lead, and mentor a team of IT Ops professionals, transitioning your focus from 100% hands-on operations to approximately an 80% people management and strategic focus, with 20% remaining for hands-on technical leadership and escalation support. Working in tandem with Abridge’s IT Support Manager, this is a unique opportunity to help shape the IT landscape from the ground up in a dynamic, hyper-growth environment.

Abridge Builders work a hybrid schedule with three days/week (Tues-Thurs) in our offices. This role is based in our San Francisco office located in the Mission district, with breakfast and lunch provided each day.

What You’ll Do

• Build the IT Operations Team: Define roles, recruit, hire, onboard, and mentor future IT Operations Engineers reporting to you.

• Transition to Leadership: Evolve into a people manager role, setting direction for the IT Operations team, managing performance, fostering development, and overseeing team operations.

• Manage core IT systems: Administer and automate Rippling (MDM), Freshservice (ITSM, Project Management, Asset Management), Google Workspace, Slack, Notion, Zoom, Linear, and other Enterprise SaaS applications.

• Provide hands-on automation support: Serve as the primary point of contact for IT Operations project requests, troubleshooting automations and process workflows for cross-functional business partners and the team at large.

• Develop and implement IT processes: Establish and refine processes for employee and asset lifecycle management, incident management, and change management.

• Oversee IT Asset Management: Track hardware and software inventory, manage procurement, and ensure accurate records over time through automation and regular audits.

• Ensure IT Security: Implement and maintain security best practices across endpoints, applications, and user access controls; manage security configurations within our SaaS tools.

• Vendor Management: Manage relationships and renewals with key SaaS vendors.

• Strategic Planning: Contribute to IT strategy, budgeting, policy development, and technology roadmap planning as the Enterprise IT function matures.

• Documentation: Create and maintain comprehensive documentation for IT systems, processes, and policies.

What You’ll Bring

• 5+ years of experience in IT Operations, Systems Administration, or a similar role, preferably within a cloud-native environment.

• Demonstrated experience automating processes with scripting (e.g. Bash, Python, OSquery, GAM, Terraform), low/no code tooling (e.g. Rippling, Lumos, BetterCloud, Tray.ai), and native SaaS platform functionality (e.g. SAML/SCIM, DLP/eDiscovery, retention rules, Context-Aware Access, Device Trust, Platform SSO)

• 2+ years of experience as a people manager, hiring and developing your team for their own career goals and growth.

• Proven hands-on experience managing core IT infrastructure components like MDM solutions (Rippling or similar), ITSM and ITAM platforms (Freshservice or similar), and collaboration suites (e.g. Google Workspace, Slack, Zoom, Notion, etc…).

• Experience managing IT Operations in a regulated environment (healthcare, finance, government).

• Strong troubleshooting skills across macOS, Windows, networking concepts, and SaaS applications.

• Experience developing and documenting IT processes (e.g., onboarding/offboarding, incident management).

• Solid understanding of IT security principles and best practices for endpoints and cloud applications.

• Excellent communication, interpersonal, and customer service skills.

• Proactive, self-starter attitude with the ability to manage multiple and changing priorities effectively, especially in an initially solo role.

• Experience managing IT assets and automating inventory systems.

Bonus Points If…

• You have direct, hands-on administrative automation experience specifically with Rippling MDM, Google Workspace Enterprise Plus, Slack Enterprise Grid, Notion Enterprise, Miro Enterprise, Zoom Enterprise, and/or  Freshservice.

• You have experience scaling IT Operations in a hyper-growth startup or tech company.

• You have experience automating systems within a highly regulated industry. Knowledge of SOC, SOX, ISO, HITRUST, and/or FedRAMP GRC frameworks is a major plus.

• You have experience with IT budgeting and vendor contract negotiation and organization.

Base Salary: $155,000 - $180,000 USD per year + Equity

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

Why work at Abridge?

At Abridge, we’re driven by our mission to bring understanding and follow-through to every medical conversation. Our culture is founded on doing things the “inverse” way in a legacy system—focusing on patients, instead of the system; focusing on outcomes, instead of billing; and focusing on the end-user experience, instead of a hospital administrator's mandate.

Abridgers are engineers, scientists, designers, and health policy experts from a diverse set of backgrounds—an experiment in alchemy that helps us transform an industry dominated by EHRs and enterprise into a consumer-driven experience, one recording at a time. We believe in strong ideas, loosely held, and place a high premium on a growth mindset. We push each other to grow and expose each other to the latest in our respective fields. Whether it’s holding a PhD-level deep dive into understanding fairness and underlying bias in machine learning models, debating the merits of a Scandinavian design philosophy in our UI/UX, or writing responses for Medicare rules to influence U.S. health policy, we prioritize sharing our findings across the team and helping each other be successful.

How we take care of Abridgers:

• Generous Time Off: 13 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees.

• Comprehensive Health Plans: Medical, Dental, and Vision plans for all full-time employees. Abridge covers 100% of the premium for you and 75% for dependents. If you choose a HSA-eligible plan, Abridge also makes monthly contributions to your HSA. 

• Paid Parental Leave: 16 weeks paid parental leave for all full-time employees.

• 401k and Matching: Contribution matching to help invest in your future.

• Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.

• Learning and Development Budget: Yearly contributions for coaching, courses, workshops, conferences, and more.

• Sabbatical Leave: 30 days of paid Sabbatical Leave after 5 years of employment.

• Compensation and Equity: Competitive compensation and equity grants for full time employees.

• ... and much more!

Diversity & Inclusion

Abridge is an equal opportunity employer. Diversity and inclusion is at the core of what we do. We actively welcome applicants from all backgrounds (including but not limited to race, gender, educational background, and sexual orientation).

Staying safe - Protect yourself from recruitment fraud

We are aware of individuals and entities fraudulently representing themselves as Abridge recruiters and/or hiring managers. Abridge will never ask for financial information or payment, or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the Abridge recruiting team will come from an @abridge.com email address. You can learn more about how to protect yourself from these types of fraud by referring to this article. Please exercise caution and cease communications if something feels suspicious about your interactions.