IT Support Manager (Service Desk)

External

Blinkhealth · Seattle, WA

Full-timeOn-site1mo ago

AuditingComplianceDocumentationInformation SecurityJiraLeadership

Cover Letter Connect

Prepare for this interview

Elite

AI-generated questions, company research, and talking points tailored to this role

About the role

At Blink Health, we're committed to making prescription medications more affordable and accessible for everyone. Behind that mission is a reliable, scalable, and user-focused IT organization. We're looking for an IT Support Manager to lead our Service Desk team and own the end-to-end support experience for employees across Blink. This role is equal parts people leadership, operational ownership, and hands-on problem solving. You'll be responsible for ensuring our teams-from corporate functions to pharmacy operations-have seamless, secure, and efficient access to the tools they need to do their best work. You'll partner closely with Engineering, Network, and Information Security teams to support a growing, fast-paced environment, while continuously improving how we deliver IT support at scale.

Responsibilities

Lead the Service Desk

Own day-to-day Service Desk operations, ensuring high-quality, responsive support across the organization.

Hire, mentor, and develop a high-performing team with a strong customer-first mindset.

Set clear expectations, track performance, and continuously improve SLAs, KPIs, and team effectiveness.

Act as an escalation point for complex or high-impact issues, ensuring timely and thoughtful resolution.

Deliver a High-Quality Employee Experience

Ensure a seamless IT experience for all employees, including high-touch, white-glove support for executive stakeholders.

Oversee support across MacOS, Windows, and core SaaS platforms (Okta, Google Workspace, Slack, Zoom).

Maintain strong onsite support standards, including hardware setup, office support, and AV readiness for key meetings.

Own User Lifecycle & Access Management

Lead onboarding and offboarding processes, ensuring timely and secure provisioning and de-provisioning of access.

Partner with HR and Security to ensure processes are efficient, compliant, and scalable.

Identify opportunities to automate and streamline identity and access workflows.

Drive Asset & Endpoint Management

Own IT asset lifecycle management, including procurement, tracking, auditing, and refresh planning.

Ensure endpoints are securely managed and compliant using MDM tools such as Jamf and Intune.

Maintain clean, accurate inventory and documentation to support growth and operational needs.

Strengthen ITSM & Change Management

Own and improve Service Desk processes across incident, request, problem, and change management.

Ensure the Service Desk is tightly integrated into change control processes, with clear communication and risk awareness.

Leverage tools like Jira Service Management to drive visibility, accountability, and continuous improvement.

Partner Across IT & the Business

Work closely with Network Engineering, Information Security, and DevOps to support system changes, rollouts, and projects.

Act as the connective tissue between end users and technical teams, ensuring alignment and smooth execution.

Support security initiatives and compliance efforts as a key operational partner to InfoSec.

Improve, Scale, and Simplify

Use data and trends to identify recurring issues and implement long-term fixes.

Build and maintain a strong knowledge base and self-service capabilities.

Continuously look for ways to simplify processes, reduce friction, and improve the overall support experience.

IT Support Manager (Service Desk)

About the role

Responsibilities

Requirements

Benefits

Additional Information

Your Match

Company Intel

What employees say

Interested in this role?