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Pivotal Health is a healthcare technology platform that helps providers navigate complex reimbursement workflows and dispute underpaid claims. The company is opening a new NYC office and expanding across multiple locations, bringing IT support in-house for the first time.
You will be Pivotal Health's first dedicated IT Manager, building the IT function from the ground up. This is a hands-on role with no direct reports today, but significant scope and responsibility across all IT operations.
Key responsibilities include:
- Own employee IT support and help desk operations (FreshService), including in-person support in NYC and remote support for distributed teams. Establish Slack-based triage, create self-serve documentation, and troubleshoot macOS and Windows issues.
- Manage onboarding and offboarding workflows, including account provisioning through Rippling and coordination with People Ops to ensure new hires are ready on day one and departing employees lose access promptly.
- Manage device inventory and procurement (laptops, monitors, peripherals), plan hardware needs against hiring forecasts, and oversee the transition to mobile device management (MDM) provisioning.
- Operate conference room technology across NYC (Neat) and LA (Logitech) locations, support Zoom and Google Meet, manage office networking and Wi-Fi, and serve as on-site tech lead for the new NYC office.
- Administer core SaaS tools including Google Workspace, Slack, Zoom, Notion, Microsoft 365, Asana, Linear, and GitHub. Manage licenses, monitor usage, conduct access reviews, and oversee IT vendors.
- Partner with the Security Platform team on device compliance, access reviews, and security awareness initiatives in a regulated (SOC 2, HIPAA) environment.
You will work independently, set your own priorities, and manage interruptions while maintaining project momentum. The role requires patience, clear communication with non-technical colleagues, strong organizational discipline, and resourcefulness in solving problems with existing tools before introducing new software.
REQUIREMENTS:
- 8+ years in IT support or IT operations, with meaningful hands-on experience as the go-to IT person in a professional office environment
- Experience at small or mid-sized, fast-growing companies with multiple office locations (tech, e-commerce, retail, or similar)
- Hands-on support for macOS and Windows
- Administration of Google Workspace and Slack
- Conference room and AV setup experience (Neat Bar/Pad, Logitech, or similar)
- IT vendor management and hardware purchasing experience
- Strong interpersonal skills: patient, low-ego, calm under pressure, able to explain technical concepts clearly to non-technical users
- Highly organized with excellent documentation, tracking, and follow-through discipline
- Resourceful problem-solver who optimizes existing processes before adding new tools; curious about AI and automation
- Ability to work independently and self-manage priorities
EXTRA CREDIT:
- Rippling, Okta, or Microsoft 365 administration experience
- MDM tools experience (Jamf, Kandji, Intune, or similar)
- Help desk platform experience (FreshService, Jira Service Management, Zendesk)
- Experience supporting regulated environments (healthcare, SOC 2, HIPAA)
