• Provide outstanding Tier 1 and Tier 2 technical support through our IT service desk, delivering a friendly, professional, and customer-first experience. • Troubleshoot hardware, software, identity, endpoint, and SaaS application issues from initial request through resolution. • Manage and prioritize support requests to ensure timely resolution and a positive employee experience. • Communicate clearly with employees, keeping them informed throughout the support process and ensuring a positive support experience. • Escalate complex issues when appropriate while maintaining ownership and follow-through. • Deliver a seamless onboarding and offboarding experience by preparing user accounts, devices, software access, and ensuring employees are set up for success from day one through their last day. • Provision, modify, and deprovision employee accounts across a variety of cloud applications. • Support identity and access management, including password resets, Multi-Factor Authentication (MFA), and Single Sign-On (SSO). • Manage user groups, application access, and permissions following security best practices. • Ensure employees have the appropriate access to perform their roles while maintaining compliance with company policies. • Prepare, configure, deploy, and support company-issued laptops and peripherals. • Troubleshoot endpoint issues and coordinate hardware replacements or repairs as needed. • Maintain accurate IT asset inventory and support equipment logistics for remote employees. • Administer and support a broad portfolio of cloud-based business applications, including collaboration, productivity, communication, and operational platforms. • Assist with user provisioning, licensing, permissions, and basic application configuration. • Troubleshoot user access issues and support application integrations. • Create and maintain internal documentation and knowledge base articles to improve self-service and team efficiency. • Identify opportunities to improve IT processes, automate repetitive tasks, and enhance the employee support experience. • Support IT initiatives and projects, including new application deployments, system rollouts, process improvements, and automation. • Partner with teammates to improve onboarding, documentation, and operational workflows. • Stay current on emerging technologies and industry best practices to continually improve the IT environment.

• Build internal platforms, tools and automations that improve the reliability, scalability and efficiency of IT operations. • Own technical patterns for identity, access, lifecycle automation, endpoint trust, SaaS provisioning and operational reporting. • Develop scripts, integrations and services using Python, Bash, REST APIs, webhooks, Git, GitHub and CI/CD practices. • Partner with Engineering, Information Security, Compliance and other business teams to support AI first operations, Zero Trust architecture, HIPAA requirements, SOC 2 requirements and secure AI adoption. • Apply DevOps, SRE and ITIL-aligned practices to improve monitoring, change management, incident response, documentation and continual improvement.

• Act as the operational bridge between the Service Delivery Manager and functional delivery teams. • Ensure service levels, KPIs, and contractual obligations are consistently met. • Support the Service Delivery Manager in contractual compliance, reporting, and client satisfaction initiatives. • Serve as the point of coordination for internal teams, ensuring smooth communication between technical functions and service management. • Produce regular and ad hoc reports, dashboards, KPI metrics and presentations for internal stakeholders, ensuring data accuracy and clarity. • Engage with client operational stakeholders on service delivery matters, while the Service Delivery Manager retains responsibility for overall client relationship, governance, and commercial performance. • Participate in client service reviews, governance meetings, and operational reporting sessions alongside the Service Delivery Manager. • Provide service performance insights, trend analysis, and improvement recommendations to client stakeholders. • Build trusted relationships with client operational leads, ensuring alignment between business needs and service delivery. • Own day-to-day ticket operations including prioritisation, assignment, and SLA adherence • Manage backlog, ageing tickets, and escalation handling • Oversee Major Incident coordination and communication • Ensure Problem Management activities reduce repeat incidents • Manage service delivery across multiple clients, balancing competing priorities and ensuring effective allocation of shared resources • Manage prioritisation between BAU support activities and minor enhancements (run vs change) • Monitor incident and request volumes, escalation trends, and service performance. • Provide input into dashboards, reports, and forecasting models to support proactive service management. • Drive continuous improvement initiatives in collaboration with the Service Delivery Manager and Director of Managed Services. • Ensure ITIL-aligned processes are embedded and followed across delivery teams. • Identify gaps in process adherence and recommend improvements. • Understand, comply with and actively promote adherence to ISO27001 and ISO9001 policies and procedures. • Line-manage nearshore and onshore delivery resources, including performance management, coaching, and career development. • Conduct regular 1:1s, feedback sessions, and performance reviews. • Foster a culture of accountability, collaboration, and continuous improvement within the team. • Support workforce planning, onboarding, and training of new team members. • Act as the escalation point for team-related issues, ensuring staff are supported and motivated. • Work closely with Function Leads to align delivery priorities, resource allocation, and escalation handling.

Role Description Charlie Health is seeking a Staff IT Engineer to join our IT Engineering team. This is a senior individual contributor role for an engineer who thinks in systems, builds for scale and brings software engineering practices into modern enterprise IT. This role is closer to platform engineering, DevOps, infrastructure engineering and internal tools than traditional IT support. The Staff IT Engineer will build and improve the platforms that power Charlie Health’s: - Employee lifecycle - Identity architecture - Endpoint trust model - SaaS ecosystem - Automation strategy - AI-enabled operating model Our IT organization treats IT as a product function. We value ownership, measurable outcomes, automation, reliability and continuous improvement. This role will help define technical direction, establish durable engineering patterns and raise the quality of IT systems through hands-on technical leadership. Charlie Health is also building toward an AI-native operating model. This role will partner with Engineering as it builds AI-enabled systems, including: - Agentic workflows - Multi-agent systems - Agentic swarms Focus will be on secure identity, access, governance, logging and auditability. Qualifications - 7+ years of experience in IT engineering, infrastructure engineering, platform engineering, DevOps, systems engineering or a closely related technical discipline. - Strong scripting or software development experience using Python, Bash or similar languages. - Experience building integrations using REST APIs, webhooks, JSON, service accounts and API authentication patterns. - Strong experience with identity and endpoint platforms such as Okta, Jamf Pro, Microsoft Intune, Google Workspace or Microsoft 365. - Strong understanding of least privilege access, device trust, conditional access, non-human identity governance, auditability and Zero Trust principles. Requirements - Experience with SaaS automation or iPaaS platforms such as Workato, Okta Workflows, or similar tools. - Experience with infrastructure-as-code, configuration-as-code, AWS, Lambda, IAM, Linux administration or GitHub Actions. - Experience supporting enterprise AI platforms, agentic AI workflows, AI-enabled automation or internal AI tooling. - Familiarity with AI governance concerns such as agent identity, tool access, data boundaries, human-in-the-loop controls and AI activity logging. - Experience in healthcare, regulated environments, high-growth startups or rapidly scaling enterprise IT organizations. Benefits - Comprehensive benefits for all full-time employees.