Senior IT Support Engineer

Serve as the escalation point for IT support issues across the organization

Manage the IT Service Desk in Jira Service Management (JSM), including ticket workflows, automations, and CSAT tracking

Own onboarding/offboarding workflows for employees, including account provisioning, hardware issuance, and access management

Manage the device lifecycle program, including hardware procurement, and legal hold procedures

Administer core IT systems including Okta, Google Workspace, Jamf Pro, Rippling, and 1Password

Maintain an admin access tier framework and software/app ownership tracking

Manage end-user communications

Build and maintain internal documentation in Notion, including SOPs, self-help guides, and playbooks for the IT function

Identify opportunities to automate repetitive support work using tools like Zapier, JSM automations, and Slack bots

Continuously improve support workflows to increase efficiency and end-user satisfaction

Own conference room AV systems and office technology across office locations

Support workplace technology initiatives across Commure's offices

Report to the Sr. Director of IT and act as a key partner on IT strategy, device policy, and company-wide technology decisions

Represent the IT Services team in company-wide forums and communicate team wins, roadmap, and metrics

5+ years of IT experience, with demonstrated seniority as a top-level escalation point on a service desk/IT support team

Deep, hands-on expertise administering Okta, Google Workspace, Jamf Pro, and Jira Service Management

Track record of building and owning process documentation from scratch (Notion or similar)

Experience designing automation with tools like Zapier, JSM workflows, or internal bots

Comfortable mentoring and setting the technical bar for less experienced teammates, even without formal management experience

Excellent written and verbal communication skills; comfortable presenting to broader company audiences and influencing without authority

ITIL 4 Foundation knowledge/certification a plus

Experience in a high-growth or healthcare tech environment a plus

Prior people management experience a plus, but not required — this role has a growth path into formal management

Please be aware that all official communication from us will come exclusively from email addresses ending in @ commure.com . Any emails from other domains are not affiliated with our organization.

Employees will act in accordance with the organization’s information security policies, to include but not limited to protecting assets from unauthorized access, disclosure, modification, destruction or interference nor execute particular security processes or activities. Employees will report to the information security office any confirmed or potential events or other risks to the organization. Employees will be required to attest to these requirements upon hire and on an annual basis.