Service Desk Lead

We are looking for a Service Desk Lead to own and operate Garner’s IT service desk and day-to-day SaaS administration. This is a hands-on, individual contributor role that combines technical support leadership with ITSM platform ownership. The role is focused on incident management, request fulfillment, and continuous improvement in a high-growth, compliance-driven environment.

You’ll act as the primary point of contact for IT support, oversee day-to-day operations in Freshservice, and ensure that Garner’s team receives fast, reliable, and secure tech support. This role is perfect for someone who enjoys improving service delivery, streamlining workflows, and proactively managing IT operations at scale.

This hybrid role will require 3 days most weeks in Garner’s New York City office.

Responsibilities will include:

• Operate Garner’s IT service desk in Freshservice, managing incidents and requests from intake to resolution.
• Monitor and report on SLA performance, service metrics, and ticket trends; escalate when necessary to prevent disruption.
• Maintain and improve service desk workflows, knowledge articles, and support documentation.
• Help manage IT Support response by our MSP for issues within their scope
• Fulfill IT service requests such as software access, hardware deployment, and system permissions, following structured, auditable workflows.
• Maintain and administer Garner’s key SaaS platforms, including Okta, Jamf Pro, Google Workspace, Slack, Zoom (incl. Zoom Rooms), and Atlassian (Jira/Confluence).
• Use service desk metrics to identify trends, reduce ticket volume, and improve the employee IT experience.
• Ensure Zoom Rooms, conference room AV setups, and office printers are fully operational

The ideal candidate has:

• 5+ years of IT administration experience in a fast-paced, high-growth environment (startup experience a plus).
• Proven experience running ITSM operations in Freshservice or similar ITSM platform, with strong knowledge of SLAs, reporting, and service workflows.
• Excellent communication and documentation skills to support scalable, user-focused IT operations.
• Hands-on experience with Okta, Jamf Pro, Google Workspace, Slack, Zoom (including Zoom Rooms), Atlassian, and other SaaS tools.
• Deep experience with macOS in the workplace.
• Familiarity with IAM, MDM, and endpoint security policies in a compliance-focused organization.
• Working knowledge of ITIL best practices and familiarity with compliance frameworks like SOC 2, HITRUST, and HIPAA.
• A willingness to “roll up your sleeves” and do whatever is necessary to ensure company success
• A desire to be a part of our mission to improve the U.S. healthcare system
• Authorized to work lawfully in the United States of America as Garner does not engage in immigration sponsorship at this time 

What we look for at Garner:

• Mission First: Our mission is to transform our healthcare system, delivering high quality and affordable care to all. Everything else is secondary.
• Expect Extraordinary: Our mission is audacious, so we will only succeed by producing exceptional results. We continually push ourselves and each other to new heights and beyond our comfort zones.
• Courageous Communication: Transparency and candor are imperative to realizing our potential as an organization and as individuals—even when uncomfortable. Many companies talk about these values. We live them. 
• Supportive community: We know that people do their best work and learn the most when they feel genuinely supported and cared for. It’s also more fun that way. 

The target salary range for this position is: $145,000 - $175,000. Individual compensation for this role will depend on a variety of factors including qualifications, skills and applicable laws. In addition to base compensation this role is eligible to participate in our equity incentive and competitive benefits plans.