• Own identity and access management across core enterprise platforms, including Okta and Google Workspace, administering user lifecycle management, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and role-based access controls. • Lead endpoint management for company devices, primarily macOS systems managed through Jamf, developing secure endpoint baselines, software deployment workflows, and lifecycle management processes. • Design and build automation using APIs and scripting languages such as Python, Bash, or PowerShell to streamline IT operations, eliminate repetitive tasks, and improve operational efficiency. • Administer and support business-critical SaaS applications and collaboration platforms, ensuring secure, reliable, and scalable services that enable employees to work effectively. • Partner closely with Security to support access reviews, vulnerability remediation, asset management, and compliance initiatives across frameworks including FedRAMP, SOC 2, ISO 27001, and CMMC. • Serve as the senior escalation point for complex employee technology issues, major incidents, and advanced troubleshooting across identity, endpoint, and SaaS platforms. • Continuously improve IT operations through process optimization, documentation, self-service capabilities, and scalable infrastructure that supports company growth. • Collaborate across Engineering, Security, and People Operations to ensure internal technology solutions align with business needs while maintaining a secure and exceptional employee experience.

• Responsible for answering inbound and outbound contacts • Document the contact details within the ticketing system(s) • Provide customers with timely and accurate responses • Assist customers in troubleshooting and resolving problems • Interface well with customers at various levels of seniority • Serve as the initial point of contact for troubleshooting hardware/software issues • Address support requests received over the phone, chat, or email and/or web-based systems • Properly diagnose issues and route unresolved issues to the next level of support • Perform account password administration and process new user account requests • Monitor customer problems to ensure prompt service/resolution is provided • Remain on queue and available to assist end users during specified shift

• Supporting both our clients and internal teams • Client onboarding and account access management • Technical support and process improvement • Assisting internal IT operations and automation projects • Communicating clearly and professionally with clients

• Manage multi-jurisdictional compliance execution - Support implementation of HIPAA/HITECH, GDPR/UK GDPR, PIPEDA, Quebec Law 25, PHIPA, and emerging privacy laws and coordinate with legal counsel on complex regulatory matters. • Drive vendor risk management and BAA/DPA lifecycle - Negotiate and finalize Business Associate Agreements and Data Processing Agreements with subprocessors, ensuring breach notification timelines meet calendar-day standards, data deletion commitments are defined, and subprocessor transparency obligations are satisfied. • Mature security posture and operational resilience - Partner with Engineering to implement security controls that support SOC 2 Type II and ISO 27001 readiness, lead incident response planning and breach notification workflows, and establish monitoring/alerting. • Embed privacy-by-design across product and engineering - Collaborate with Product and Engineering leadership to assess PHI exposure in new features, define data minimization strategies, and guide architecture decisions that reduce compliance risk. • Lead IT operations and service delivery - Own user onboarding / offboarding workflows, device provisioning and management, and IT service delivery for a remote-first team, partnering with HR on seamless employee lifecycle management. • Drive Identity & Access Management (IAM) strategy - Own identity provider configuration and access control policies, implementing least-privilege access principles, periodic access reviews, and role-based access control (RBAC) frameworks. • Manage endpoint security and device management - Define and enforce endpoint security standards (MDM, disk encryption, antivirus, patching). Establish laptop procurement standards and remote device management policies. Coordinate with Engineering on developer tooling and access requirements. • Own SaaS vendor rationalization and procurement hygiene - Conduct regular vendor intelligence audits to identify tool overlaps, license waste and procurement gaps. Partner with Finance on SaaS spend optimization. • Strengthen the InfoSec, IT & Compliance function - Develop and refine processes, tooling, and documentation to support organizational growth. Manage and mentor the IT Operations team. Partner with third-party compliance advisors to accelerate maturity. • Act as the bridge between Legal, Engineering, IT, and the business — Translate complex legal language into actionable engineering requirements. Partner with Customer Success on practitioner-facing compliance communications. Coordinate cross-functional responses to regulatory inquiries, audits, and customer due diligence requests.