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We help individuals with serious mental illness engage with behavioral health, social supports and healthcare.
The Role
firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists and clinicians. Our teams focus on meeting each individual where they are and walking with them side by side as a trusted guide and partner on their journey to better health.
firsthand's team members use their lived experience to build trust with these individuals and support them in reconnecting to the healthcare they need, while minimizing inappropriate healthcare utilization. Together with our health plan partners, we are changing the way our society supports those most impacted by SMI.
We are cultivating a team of deeply passionate problem-solvers to tackle significant and complex healthcare challenges with us. This is more than a job—it's a calling. Every day, you will engage in work that resonates with purpose, gain wisdom from motivated colleagues, and thrive in an environment that celebrates continuous learning, creativity, and fun.
At firsthand, we're on a mission to transform behavioral healthcare - and delivering a seamless, secure, and scalable technology experience is critical to that work. As our Senior IT Manager, you'll lead day-to-day IT operations while building for scale across a growing number of locations and hybrid teams.
You’ll manage and mentor a small, talented IT team, partner with cross-functional teams across the company, and play a key role in evolving our IT systems, tools, and processes. This is a hands-on leadership role for someone who loves to build, automate, and collaborate.
What You'll Do
- Manage and grow a high-performing IT team with a focus on mentorship, support, and collaboration
- Oversee day-to-day internal IT operations, ensuring smooth delivery of support, systems, and tools across a hybrid, multi-platform environment (Mac, Windows, Chromebook)
- Serve as the primary internal point of contact for IT, building strong relationships across clinical, operational, and technical teams
- Lead the selection and rollout of modern ITSM and collaboration tools (e.g. Slack-based support workflows, automated onboarding/offboarding)
- Own the IT support function, ensuring adherence to SLAs, and report regularly on IT performance, trends, and opportunities using insights from the ITSM platform
- Partner closely with Information Security to implement and operationalize security policies, tooling, and compliance initiatives
- Support and scale IT for new clinical location openings — managing equipment, networking, and cross-functional coordination
- Develop and optimize IT processes for automation, efficiency, and service delivery — including vendor management and ticketing integrations
- Act as a technical backup for the IT team as needed to ensure continuity of service
- Collaborate with leaders across People, Finance, and Operations to expand shared service models and extend support practices across departments
What We're Looking For:
- 5+ years of experience in IT, including 2+ years managing or mentoring technical teams in a fast-paced, high-growth environment
- Proven ability to manage IT operations across a hybrid environment (Mac, Windows, Chrome OS) with a strong focus on end-user experience
- Hands-on expertise with Google Workspace, Slack, and Meraki or other networking solutions
- Experience administering or implementing ITSM platforms and reporting on IT performance, SLAs, and support metrics
- Demonstrated success collaborating with Information Security on policy implementation, audit support, and compliance readiness
- Strong project management skills — able to lead cross-functional initiatives from discovery through execution
- Excellent communication and stakeholder engagement skills; able to work across technical and non-technical teams
- Comfort rolling up your sleeves to backfill technical team members when needed, without losing sight of the bigger picture
Bonus Points:
- Experience supporting IT operations in healthcare, multi-site, or regulated environments
- Familiarity with compliance frameworks like HIPAA, SOC 2, or HITRUST
- Hands-on experience with Apple device management tools — Kandji experience is a plus
- Working knowledge of ITIL or similar IT service management (ITSM) best practices
- Exposure to identity and access management tools like Okta or Google SSO
- Experience launching and scaling IT infrastructure for new office and site openings
- Comfortable designing Slack-based support workflows or integrated ticketing experiences
- Experience enabling cross-functional service teams (e.g., People or Finance) within an ITSM platform
As our Senior IT Manager, you’ll have the opportunity to shape how IT operates at scale, partner closely with teams across the organization, and make a tangible impact every day. This is a high-visibility, high-impact role at a time of rapid growth — and you’ll be supported by leaders who value initiative, transparency, and a human-first approach to technology.
Benefits
For full-time employees, our compensation package includes base, equity (or a special incentive program for clinical roles) and performance bonus potential. Our benefits include physical and mental health, dental, vision, 401(k) with a match, 16 weeks parental leave for either parent, 15 days/year vacation in your first year (this increases to 20 days/year in your second year and beyond), and a supportive and inclusive culture.
Vaccination Policy
Employment with firsthand is contingent upon attesting to medical clearance requirements, which include, but may not be limited to: evidence of vaccination for/immunity to COVID-19, Hepatitis B, Influenza, MMR, Chickenpox, Tetanus and Diphtheria. All employees of firsthand are required to receive these vaccinations on a cadence/frequency as advised by the CDC, whereas not otherwise prohibited by state law.
New hires may submit for consideration a request to be exempted from these requirements (based on a valid religious or medical reason) via forms provided by firsthand. Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption. Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed.
Unfortunately, we are not able to offer sponsorship at this time.
What the Team is Saying
Bonnie
Director, Learning & Development
Sandy
Director, Operations
Zuhaib
Director, Market Development
Courtney
Sr. Talent Partner
Shohini
Product Manager
Ian
Clinical Documentation Manager
Tiffany
Manager, Clinical Documentation Integrity
Vishnu
Senior Data Scientist
Daryl Patton
Clinical Technology Manager
Priyanka
Associate Product Manager
Nia
Director, Clinical Operations
Brennan
Head of Engineering
Darrin
Lead Data Engineer
firsthand Health Inc Compensation & Benefits Highlights
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Parental & Family Support — Fully paid parental leave of 16 weeks for all parents and adoption assistance are explicitly offered. These provisions indicate strong support for families across different life events.
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Leave & Time Off Breadth — Time off includes up to 20 vacation days, generous sick/wellness leave, and 12 paid holidays plus 2 floating, with some materials describing a flexible/unlimited approach. This breadth provides substantial discretionary time for rest and personal needs.
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Healthcare Strength — Health, dental, vision, and mental health coverage are available from day one, with free, unlimited telehealth and talk therapy highlighted. These access-oriented features are noted as uncommon strengths for a mid-size health services employer.
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The Company
What We Do
firsthand is transforming the way individuals living with Serious Mental Illness (SMI) receive care. We are focused on delivering real outcomes for a cohort that has historically been underserved, stigmatized, and deprioritized. By building a service focused on whole-person care, firsthand aims to find, establish a trusting relationship with, and support quality care for individuals living with complex experiences of SMI. Most importantly, our goal is to be the trusted guide, partner, and first call for individuals we serve, guiding them to a life of stability and independence. In doing so, we will not only improve lives, but also improve the economics for managed care plans and states responsible for providing care to this community. This enables us to build solutions that scale and, as a result, change the way our society supports those most impacted by serious mental illness.
Why Work With Us
Our frontline colleagues bring lived experience with serious mental illness to their work- they’ve walked in the shoes of those we serve. They can build trust in a way many others cannot. Much of our team has a personal connection to the mental illness space, and we come together from a wide variety of backgrounds to unite in this common mission.
Gallery
firsthand Health Inc Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our Support team (Tech, Operations, G&A) members can work remotely anywhere in the U.S or from our NYC office.
Typical time on-site:
Not Specified
New York, NY
