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Abridge is an AI-native healthcare company transforming clinical documentation through generative AI. We're seeking an IT Operations Specialist to support our San Francisco office and rapidly scaling workforce across hardware, software, access, collaboration tools, and conference room technology.
You will own daily IT support operations and serve as the primary escalation point for complex employee issues. You'll manage support requests through Serval, including triage, resolution, escalation, documentation, and follow-up. A key part of this role involves building agentic support workflows that improve response times, resolution quality, and employee experience.
You will design and maintain automations for onboarding, offboarding, access requests, birthright access, and other employee lifecycle events. You'll manage account access across SaaS applications using secure, scalable, and policy-based processes. You'll provide expert support for workplace hardware, desktop software, collaboration tools, and conference room technology.
You'll identify recurring issues and replace manual work with reliable, well-documented automation. You'll maintain clear operating procedures, support documentation, and service performance data. You'll partner with PeopleOps, Security, Engineering, and business teams to build effective technical solutions and help define the standards, systems, and automation that will shape the future of IT Operations at Abridge.
This is a hybrid role requiring a minimum of 3 days per week in the SF office. Relocation assistance is available for candidates willing to move to San Francisco.
REQUIREMENTS:
- 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
- Service-focused approach that combines urgency, sound judgment, and consistent follow-through
- Strong problem-solving skills and proactive approach to identifying operational improvements
- Ability to work across teams and translate business requirements into scalable IT processes
- Strong interest in agentic support, automation, and the continued evolution of enterprise IT
BONUS QUALIFICATIONS:
- Experience with Serval or another AI ITSM platform (e.g., 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 with both Mac & Windows operating systems
- Working experience in a fast-paced tech startup with a customer-first mindset
