IT Operations Specialist

ABOUT ABRIDGE

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 Mission District in San Francisco, the SoHo neighborhood of New York, and East Liberty in Pittsburgh.

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.

WHY WORK AT ABRIDGE?

At Abridge, we’re transforming healthcare delivery experiences with generative AI, enabling clinicians and patients to connect in deeper, more meaningful ways. Our mission is clear: to power deeper understanding in healthcare. We’re driving real, lasting change, with millions of medical conversations processed each month.

Joining Abridge means stepping into a fast-paced, high-growth startup where your contributions truly make a difference. Our culture requires extreme ownership—every employee has the ability to (and is expected to) make an impact on our customers and our business.

Beyond individual impact, you will have the opportunity to work alongside a team of curious, high-achieving people in a supportive environment where success is shared, growth is constant, and feedback fuels progress. At Abridge, it’s not just what we do—it’s how we do it. Every decision is rooted in empathy, always prioritizing the needs of clinicians and patients.

We’re committed to supporting your growth, both professionally and personally. Whether it's flexible work hours, an inclusive culture, or ongoing learning opportunities, we are here to help you thrive and do the best work of your life.

If you are ready to make a meaningful impact alongside passionate people who care deeply about what they do, Abridge is the place for 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

- Comprehensive Health Plans: Medical, Dental, and Vision coverage for all full-time employees and their families.

- Generous HSA Contribution: If you choose a High Deductible Health Plan, Abridge makes monthly contributions to your HSA.

- Paid Parental Leave: Generous paid parental leave for all full-time employees.

- Family Forming Benefits: Resources and financial support to help you build your family.

- 401(k) Matching: Contribution matching to help invest in your future.

- Personal Device Allowance: Tax free funds for personal device usage.

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

- Lifestyle Wallet: Monthly contributions for fitness, professional development, coworking, and more.

- Mental Health Support: Dedicated access to therapy and coaching to help you reach your goals.

- Sabbatical Leave: Paid Sabbatical Leave after 5 years of employment.

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

- ... and much more!

EQUAL OPPORTUNITY EMPLOYER

Abridge is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.

We're committed to providing reasonable accommodations throughout the interview process. Once you submit your application, we'll follow up with details on how to request an accommodation for interviewing, completing any assessments, or otherwise participating in the selection process.

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 http://abridge.com email address. You can learn more about how to protect yourself from these types of fraud by referring to this article https://consumer.ftc.gov/consumer-alerts/2023/05/scammers-are-hijacking-job-ads-heres-how-spot-fakes. Please exercise caution and cease communications if something feels suspicious about your interactions.