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Manager, IT Support

New York, New York

We Breathe Life Into Data

At Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That’s why we built the Healthcare Map — the industry’s largest, most complete, precise view of the U.S. healthcare system — by combining de-identified, real-world patient data with innovative algorithms and decades of clinical experience. The Healthcare Map serves as our foundation for a powerful suite of software applications, helping us answer healthcare’s most complex questions for our partners. Across the healthcare ecosystem, we’re helping our clients unlock critical insights to track detailed patient behaviors and treatment patterns, identify gaps in care, address unmet patient needs, and reduce the global burden of disease. 

As we pursue these goals, it remains essential to us that we stay grounded in our values: be awesome, seek growth, deliver “wow,” and enjoy the ride. At Komodo, you will be joining a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease — and enjoy the journey along the way.

The Opportunity at Komodo Health

The IT Operations team at Komodo Health is the backbone of our internal infrastructure and employee experience, managing identity, access, devices, and collaboration tools to ensure every employee has a secure, seamless, and productive work environment while directly supporting Komodo Health’s mission to reduce the burden of disease.

As a Manager in IT Operations, you will lead a high-performing team of IT Analysts and Engineers responsible for user provisioning, computer management, security, and day-to-day technical support using a modern stack that includes Slack, Zoom, Jira Service Management, Confluence, Google Workspace, 1Password, Kolide, O365, Glean, Google Gemini, Notebook LM, Okta, Workato, Lucidchart, Cisco Meraki, and a wealth of AI tools, while owning the day-to-day delivery of these services, setting standards for ticket resolution and service quality, mentoring and developing your direct reports, driving continuous improvement across processes and tooling, and serving as a critical bridge between strategic IT initiatives and their execution on the ground as a direct report to the Director of IT.

Looking back on your first 12 months at Komodo Health, you will have accomplished…

  • Strengthened team capability through structured 1-on-1s, mentoring, and professional development, resulting in improved retention and readiness for higher-level responsibilities.
  • Implemented new processes and automation (leveraging AI-powered tools and low-code platforms like Workato) that reduce manual ticket handling and improve service delivery speed.
  • Reduced ticket resolution time and improved first-contact resolution rates by standardizing procedures and optimizing tool workflows.
  • Established comprehensive documentation (in Confluence and Lucidchart) that codifies team knowledge, accelerates onboarding, and reduces dependency on individual team members.
  • Optimized vendor selection, ensuring cost efficiency, eliminating tool duplication and insuring alignment with company security and privacy requirements.

These are the essential job duties you will be responsible for …

  • Direct management of 5–7 IT Analysts and Engineers: conduct regular 1-on-1s, performance reviews, career development planning, and team meetings; foster a collaborative, growth-oriented culture.
  • Oversee user and computer management lifecycle: user provisioning/offboarding, device deployment, access management, and deprovisioning across Google Workspace, O365, Okta, 1Password, and related tools.
  • Triage and manage ticket queue in Jira Service Management: set SLAs, assign work, review escalations, and ensure timely resolution; own team performance metrics and reporting.
  • Lead implementation and optimization of IT tools and workflows: evaluate new solutions (e.g., automation via Workato, AI-powered service delivery), manage vendor relationships, and communicate changes to stakeholders.
  • Manage infrastructure and systems administration: oversee device fleet management via Kolide, network management via Cisco Meraki, and internal tool configurations (Slack, Zoom, Confluence, Glean, Lucidchart).
  • Partner on security, compliance, and data privacy: ensure team follows security best practices, manage access controls, handle identity governance via Okta, and balance privacy considerations when introducing new tools (especially AI-powered solutions).
  • Create and maintain documentation: develop runbooks, knowledge base articles, and process diagrams that capture team procedures and reduce single points of failure.

What you bring to Komodo Health (required):

  • 5+ years of IT management or team leadership experience, with demonstrated success building and scaling high-performing teams.
  • Hands-on experience with user and computer management tools, ideally including directory services (Google Workspace, O365), identity/access management (Okta), and ticketing systems (Jira Service Management or similar).
  • Proven background in helpdesk, IT support, or user services, with deep understanding of the IT service delivery lifecycle.
  • Strong team leadership and people management skills: ability to mentor, develop, and hold direct reports accountable while fostering psychological safety and growth.
  • Experience with IT automation, integration platforms, or workflow optimization (e.g., Workato, Zapier, API integrations, or scripting).

Expectations of AI Use in this role (required):

  • Leverage AI-powered tools (Google Gemini, Claude, Notebook LM, and similar) to streamline IT service delivery—e.g., using AI to draft documentation, analyze ticket patterns, and propose automation opportunities.
  • Lead thoughtful adoption of AI-enhanced tools while managing associated data privacy, security, and change-management considerations with your team.
  • Model responsible AI use and guide your team in identifying where AI can improve efficiency without compromising security or user trust.

Additional skills and experience we’d prioritize (nice to have)…

  • Experience leveraging AI-powered tools and automation to enhance IT service delivery, while managing associated data privacy, security, and change-management considerations.
  • Familiarity with low-code/no-code platforms (Workato, Zapier) and integration patterns that reduce manual IT overhead.
  • Knowledge of cloud identity and access management (Google Workspace, Okta, Entra ID).
  • Experience with network management tools (Cisco Meraki or similar) or endpoint management platforms (Kolide, Jamf, Intune).
  • Background in a fast-growing, high-growth tech company or healthcare data organization.

The pay range for each job posting reflects a minimum and maximum range of annual base pay that we reasonably expect to pay for this position within the US. We carefully consider multiple business-related factors when determining compensation, including job-related skills, work experience, geographic work location, relevant training and certifications, business needs and market demands.

 

The starting annual base pay for this role is listed below. This position may be eligible for performance-based bonuses as determined in the Company’s sole discretion and in accordance with a written agreement or plan. This role may also be eligible for equity awards. In addition, this role is eligible for benefits including, but not limited to, comprehensive health, dental, and vision insurance; flexible time off and holidays; 401(k) with company match; disability insurance and life insurance; and leaves of absence in accordance with applicable state and local laws and regulations and company policy. 

San Francisco Bay Area and New York City:

$133,000 - $165,000 USD

All Other US Locations:

$116,000 - $145,000 USD

Komodo's AI Standard

At Komodo, we're not just witnessing the AI revolution – we're leading it. This is a pivotal moment in time, where being first to market with AI transforms industries and sets the bar. We've already established industry leadership in leveraging AI to revolutionize healthcare, and we expect every team member to contribute. AI here isn't optional; it's foundational. We expect you to integrate AI into your daily work – from summarizing documents to automating workflows and uncovering insights. This isn't just about efficiency; it's about making every moment more meaningful, building on trust in AI, and driving our collective success.

Join us in shaping the future of healthcare intelligence.

Where You’ll Work

Komodo Health has a hybrid work model with hubs in San Francisco, New York City, and Chicago. Roles vary — some can be performed from anywhere in the country, others are scoped to a specific region, and some are based near one of our hubs. For hub-based Dragons, we're building intentional in-office rhythms alongside the flexibility that's core to how we work. Whatever your setup, expectations will always be clear before you join.

Equal Opportunity Statement

Komodo Health provides equal employment opportunities to all applicants and employees. We prohibit discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

By submitting your application, you acknowledge that you have read and understand Komodo Health’s Privacy Notice for Employees and Contractors.

This notice explains how we collect, use, and retain applicant data.

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