About Us:    

On a mission to deliver affordable, delightful healthcare for all, First Stop Health provides connected, whole-person virtual care to employers 24/7 through app, website, or phone in all 50 states. First Stop Health prioritizes an engaging and easy-to-use experience, setting people on healthier journeys through care at multiple stages.

First Stop Health offers a comprehensive benefits package that includes various health and medical coverage options, dental and vision coverage, disability and life coverage, making healthcare easily accessible. For those that choose to waive medical coverage a monthly medical waiver allowance will be provided. 

First Stop Health offers a remote-first work environment and flexible paid time off, including Summer Fridays. Furthermore, the employer match 401k plan and monthly phone stipend demonstrates the company's commitment to employee financial well-being. The First Stop Health membership benefit is another added perk for employees and provides our virtual care solutions -- Urgent Care, Mental Health, and Primary Care -- from their very first day!

Job Description:     

First Stop Health is seeking a versatile Manager of IT Support to lead operations for our foundational technology. This includes the essential infrastructure, identity management, and hardware layers, and our processes for supporting them. You will manage a small team and serve as the definitive technical expert for our corporate environment, ensuring our staff has reliable, secure, and high-performing tools. You operate with empathy and ensure our internal team has efficient and effective support. 

We need a "figure-it-out" leader who is nimble and proactive. This role is for a technical expert who can look at a networking, hardware, or cloud infrastructure challenge and find the right solution. You are the person everyone turns to for the "how" and the "why" of technology.

Responsibilities:    

Team Leadership 

• Lead and mentor a small support team, managing the daily queue to ensure tasks are triaged, prioritized, and completed with high efficiency. 
• Establish and monitor Key Performance Indicators (KPIs) such as first-response time and ticket resolution rates. 
• Design and refine triage workflows to ensure critical business blockers are addressed immediately. 

Infrastructure Strategy and Execution 

• Act as the technical lead on operational infrastructure projects 
• Develop long-term roadmaps for office technology upgrades to prevent technical debt. 
• Coordinate with external vendors and internal stakeholders to ensure projects are delivered on time and within budget. 

Systems Authority 

• Serve as the go-to technical authority for our foundational systems, handling complex configurations and high-level escalations. 
• Manage and audit core system configurations (e.g., server environments, cloud architecture) to ensure stability. 
• Document complex system architectures to ensure the broader team can support foundational tools. 
• Manage the integration of core systems (such as identity management and hardware deployment tools) to ensure a seamless employee onboarding and offboarding experience. 

Technical Problem Solving 

• Proactively research and implement AI tools to automate internal IT tasks, making support faster and more predictive. 
• Maintain a high standard of customer empathy, ensuring the team provides a supportive, human-centric experience for every employee. 
• Take a proactive approach to "figuring it out,” jumping into ambiguous technical problems and delivering solutions without needing a pre-existing roadmap.

Requirements:    

Education: 

• Bachelor’s degree in a related field or equivalent professional experience. 

Experience: 

• 5+ years of experience in IT Support or Systems Administration, with a track record of leading small teams and serving as the technical lead for infrastructure initiatives. 
• Deep technical expertise in the Microsoft ecosystem 
• Professional experience managing Google Workspace is preferred 

Skills: 

• Strong operational mindset with experience managing support processes to ensure tasks are completed efficiently and consistently. 
• A forward-thinking interest in AI, with practical ideas on how to use LLMs or automation to simplify IT operations. 
• Excellent interpersonal skills and a genuine sense of empathy for the end-user experience.

First Stop Health is committed to diversity, equity, inclusion, and belonging. Research shows that women, people of color and other historically underrepresented groups tend to only apply to jobs in which they meet all the job requirements. Unsure if you check every box? Apply. We would love to consider your unique experiences and how you could make First Stop Health even better.

To learn more about First Stop Health, visit www.fshealth.com and if you require any assistance during the application process or have questions, please don't hesitate to contact our talent acquisition team via email at careers@fshealth.com