The primary objective of the IT Operations Manager is to serve as the operational backbone of H1's IT infrastructure and user support. You will own IT operations end-to-end, partnering closely with our growing IT team. This role balances hands-on technical troubleshooting with strategic operational leadership, ensuring seamless service delivery across a global workforce.
This role is designed for a technically strong, autonomous leader who can independently manage complex infrastructure challenges, drive operational excellence, and mentor growing teams while maintaining a hands-on approach to critical issues.
You will:
Serve as the primary technical and operational point of contact for IT infrastructure, support, and user services across the organization.
- Manage and execute employee onboarding and offboarding workflows at scale, including device provisioning, access management, account deprovisioning, and offboarding security protocols.
- Own the IT service desk ticketing system and support queue, ensuring timely resolution, clear documentation, and escalation paths that meet organizational SLAs.
- Lead hands-on Tier 2 technical support and troubleshooting for end-user devices, platforms, and infrastructure issues.
- Provide support across H1's Global footprint with regular presence in our NYC headquarters (one day per week).
- Develop, document, and continuously improve IT operational processes and runbooks that scale across teams and geographies.
- Mentor the IT Operations team, establishing knowledge-sharing practices, documentation standards, and clear escalation paths for a coordinated support model.
- Oversee endpoint security and device management (CrowdStrike, IRU/Kandji) to ensure organizational security posture and compliance.
- Monitor and maintain identity and access management systems (Okta), ensuring secure onboarding and timely access revocation.
- Proactively identify operational risks and bottlenecks, taking early action to prevent incidents and optimize service delivery.
- Strategically lead and de-escalate critical IT situations, partnering with internal stakeholders (Security, Engineering, Leadership) to drive resolution.
- Serve as the voice of IT operations internally, providing structured feedback to leadership and product teams on tooling, infrastructure, and security gaps.
- Collaborate cross-functionally with Security, Engineering, and Business teams to ensure IT operations supports H1's strategic priorities.
- Drive continuous improvements in support quality, response times, user satisfaction, and operational efficiency across your team.
- You are comfortable operating both strategically and tactically, diving into technical details while maintaining a high-level view of operational health and team capacity.
- You are a confident communicator and presenter, able to lead conversations with non-technical stakeholders and influence operational decisions.
- You have a proven track record of managing complex IT operations and driving measurable improvements in uptime, security, and user satisfaction.
- You are proactive, detail-oriented, and able to manage ambiguity with confidence while mentoring others through uncertainty.
- You bring genuine leadership qualities: initiative, clear communication, and the ability to scale processes and teams as the organization grows.
- Hands-on experience with Okta (or similar identity and access management platforms).
- Experience managing Google Workspace environments at scale.
- Proficiency with CrowdStrike Falcon or similar endpoint detection and response (EDR) tools.
- Experience with device management platforms (IRU, Kandji, or equivalent).
- Demonstrated security awareness and understanding of IT security fundamentals and compliance best practices.
- Experience managing service desk ticketing systems and support workflows.
- Proven ability to mentor technical team members and lead operational improvements.
- Strong communication skills and ability to work effectively with distributed global teams.
Skills Required
- 5+ years of IT operations experience, including break-fix support, infrastructure management, and user administration.
- Hands-on experience with Okta or similar identity and access management platforms.
- Experience managing Google Workspace environments at scale.
- Proficiency with CrowdStrike Falcon or similar endpoint detection and response (EDR) tools.
- Experience with device management platforms (IRU, Kandji, or equivalent).
- Demonstrated security awareness and understanding of IT security fundamentals and compliance best practices.
- Experience managing service desk ticketing systems and support workflows.
- Proven ability to mentor technical team members and lead operational improvements.
- Strong communication skills and ability to work effectively with distributed global teams.
What We Do
Access to medicine and healthcare is a basic human right. At H1, we believe access to the best healthcare information is also a basic human right, one that will be more important in the 21st century than ever before. Our commitment to creating a healthier future for everyone drives us to build and maintain the most current, accurate, and comprehensive healthcare knowledge base available, as well as the tools and intelligence to extract unparalleled insights to carry global healthcare forward.
Why Work With Us
We’re a team of people building products that help solve difficult problems in healthcare. We work through complex challenges every day, navigating ambiguity, wrestling with uncertainty, and pushing the boundaries of what’s possible–all while caring deeply about one another and the people we seek to help.
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