IT Support Lead

About Us:
The United States has the poorest maternal and birth outcomes of all developed countries with the underserved, Black, Brown, Indigenous communities disproportionately affected. Nadia Care is working to drastically change the experience of affected communities by reimagining how we deliver meaningful and compassionate care to expectant moms.
Nadia Care’s mission is to improve pregnancy, birth and the postpartum journey for women and their families by reimagining how maternity care is delivered. Our team is focused on building trust-based engagement and wrap-around support for expectant moms at home, in person and virtually to ensure they have all the social support they need for a successful and joyful pregnancy journey. We help our members with care navigation, doula support, assistance with lactation, nutrition, housing, transportation and a wide range of other needs. We leverage technology to support our virtual engagement that allows us to meet all our moms where they are.
We ensure that our members have trusted sources for support, resources, and information throughout their pregnancy, delivery and well into postpartum. Nadia Care does not replace the primary obstetrician or doctor’s relationships. Instead, we support expectant mothers with all other health-related social needs not typically available through their doctors’ offices.
Our Values:
Empathy is at the heart of everything we do. We must always center the experiences of the mothers and families we serve, as well as support and uplift one another.
Collaboration is what makes us stronger. We achieve the greatest impact when we work together, share knowledge, and elevate each other’s strengths.
Resilience reflects our ability to push through challenges, adapt in a fast-changing environment, and remain committed to our mission no matter the obstacles.
The Role:
We are seeking an IT Support Lead to own day-to-day IT operations, user lifecycle management (onboarding/offboarding), and identity & access management (IAM) for our growing, distributed team. This role goes beyond execution; you'll set the standards, own the processes end-to-end, and serve as the primary technical escalation point and the CISO's key operational partner on access and security matters.
You'll be the go-to person for end-user technical issues across a distributed, remote-first team, while owning the processes that keep access to our systems secure and audit-ready. This is a hands-on role: you'll be provisioning and deprovisioning accounts, managing devices through Intune, driving IAM strategy, and making sure the right people have the right access at the right time.
The ideal candidate has hands-on experience with Microsoft Intune, Google Workspace administration, IAM/access control, core security fundamentals, and thrives in a fast-paced, compliance-driven environment (HIPAA). You've ideally operated as the sole or senior IT resource at a startup, comfortable wearing every hat, owning ambiguous problems independently, documenting your work, and balancing reactive support with proactive process
improvement.
Schedule: Mon-Fri 8am-5pm ET, and as needed to respond to urgent issues.
Key ResponsibilitiesIT Support & Operations:
Serve as the primary point of contact and escalation lead for Tier 1-3 technical support requests via ticketing systems (e.g., HappyFox)
Support end users across both Windows and macOS environments, including hardware, OS, and application issues
Troubleshoot connectivity, printing, email, and general software/access issues
Triage and resolve tickets within defined SLAs, owning escalation paths for complex issues
Own documentation standards: maintain clear, audit-ready records of common issues, fixes, and internal how-to guides
User Lifecycle Management & IAM:
Own end-to-end onboarding/offboarding: bi-weekly training for new hires on company systems, attend onboarding meetings, account provisioning, device setup, and access control for new hires and departing employees
Own identity and access management (IAM) strategy, including the cadence and rigor of periodic user access reviews, role/permission assignment, and timely deprovisioning
Apply and enforce least-privilege principles when granting or reviewing access to systems and applications
Support SSO configuration and troubleshoot SaaS application access issues
Maintain accurate, audit-ready records of who has access to what
Device, Endpoint Management, and Systems Administration:
Administer Microsoft Intune (MDM) and O365 for a remote, multi-OS device fleet
Set and enforce security policies across endpoints, including encryption, patching, and compliance configurations
Support and monitor Microsoft Defender across managed devices
Handle physical logistics for company devices, including shipping/receiving equipment for new hires, offboarding, and repairs
Own device inventory tracking and lifecycle management of company hardware, including procurement recommendations
Manage Google Workspace users, groups, and settings
Maintain and troubleshoot core SaaS tools used across the organization
Automation & Scripting:
Build and maintain scripts (PowerShell, Bash) to automate repetitive IT and access-management tasks
Proactively identify and drive opportunities to streamline onboarding/offboarding and device provisioning workflows
Security & Compliance:
Support HIPAA controls relevant to IT operations and access management
Apply strong security fundamentals across endpoints, identity, and access, including encryption, patching, MFA/conditional access, least-privilege enforcement
Assist with audit evidence collection and enforcement of security policies as needed
Partner with the CISO on access-related security requests and remediation items
Required Qualifications
4-6+ years of IT support experience, including experience as the senior or sole IT resource
2-3 years of experience in a startup environment
Demonstrated experience being the “one-person IT department” handling infrastructure, security, device management, IAM, and end-user support simultaneously without a larger team to lean on
Strong working knowledge of security fundamentals: endpoint protection, identity/access security, encryption, patch management, and security best practices in a remote-first environment
Experience handling PHI and working in HIPAA-regulated environments
Strong written and verbal communication skills, with the ability to explain technical issues to non-technical staff and represent IT to leadership
Customer service experience with a deep ability to remain patient, empathetic, and reassuring when supporting our team
Hands-on experience with Microsoft Intune
Experience supporting both Windows and macOS environments
Experience owning IAM / access management strategy and end-to-end onboarding-offboarding processes
Experience with ticketing systems and managing work within SLAs
Scripting experience (PowerShell, Bash) for task automation
Willingness to ship, receive, and temporarily store company equipment (e.g., laptops) at their home as part of device lifecycle logistics
Ability to work independently, own ambiguous problems, and manage competing priorities in a remote environment
Must be based in the United States, Eastern Time Zone
Preferred Qualifications and Certifications
Familiarity with least-privilege access principles
Security certifications or demonstrable security-focused project work (e.g., implementing MFA rollout, endpoint hardening, incident response)
SOC 2 familiarity
Experience with Microsoft Defender, Azure AD
Google Workspace administration experience
Experience mentoring or providing technical guidance to junior IT staff
Microsoft Endpoint Administrator
Google Workspace Administrator
CompTIA Security+
ITIL Foundation
What Success Looks Like
New hires are fully onboarded and productive on day one, with no access gaps or delays
Offboarding is complete and access is revoked promptly, with no orphaned accounts left behind
IAM access reviews run on a schedule you've defined and refined, with clean, audit-ready documentation
Tickets are resolved consistently within SLA, with a track record of clear communication
Endpoints remain compliant, patched, and properly enrolled in Intune
The CISO can rely on this role for accurate, timely access and security evidence
IT processes and documentation are mature enough that they could scale to a growing team
Compensation range for this position is between $70K-$80K. The exact amount will depend on direct, relevant experience.
Our Interview Process
At Nadia Care, we value transparency and want you to feel prepared at every stage of your candidate journey. Below is our standard interview process for this role:
Recruiter Interview | 30 minutes
Hiring Manager Interview | 1 hour
Executive Leadership Interview | 45 minutes
Please note that this process is subject to change, but we will always keep you informed along the way.
For full-time employees, we offer a comprehensive benefits package designed to support you both professionally and personally:
Time Off That Wo

Work arrangement
No