IT Support Lead - Global, Remote

TJM Labs; Oregon; Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Fully remote

Competitive pay

Impactful projects

High autonomy

AI-driven tech

Healthcare focus

Job summary

TJM Labs builds AI-driven automation for pharmacies, enabling teams to focus on patient care. We seek an IT Support Manager to own IT for the machines and infrastructure our bots rely on at customer pharmacies. You will sit within Customer Success and scale the IT function as we grow.

You will set up and monitor customer machines, oversee 24/7 uptime, and lead a team to support production workloads across divisions. Strong communication with non-technical staff is essential.

Qualifications

• 3+ years leading IT/infrastructure teams and own IT support for production systems.
• Hands-on Windows server and desktop support, physical and virtual machines.
• Experience with remote access, VPN, MFA, and access management.
• Proven ability to monitor uptime and coordinate 24/7 coverage.
• Clear communication with non-technical staff and strong documentation mindset.

Responsibilities

• Set up and maintain customer machines, physical and virtual, for bot deployments.
• Own 24/7 monitoring and uptime, and establish on-call coverage.
• Handle customer calls to explain IT setup and requirements across divisions.
• Grow and manage the IT team over time.

Skills

IT operations leadership

Windows support

On-call monitoring

Customer communication

Documentation & automation

Tools

Intune

Jamf

Datadog

Job description

TJM Labs builds AI-driven automation that strips away the repetitive, error-prone tasks slowing pharmacies down so teams can focus on patient care. Our bots handle prescription intake, fax processing, insurance workflows and more, helping pharmacies scale efficiently without adding headcount.
TJM Labs is looking for an IT Support Manager to build and run IT support for the machines and infrastructure our bots depend on at customer pharmacies.

You will own the setup, monitoring and uptime of the machines our bots run on, and you will continue to build out the IT team as we grow. You will sit within the Customer Success team, with support from our engineering infrastructure team.

What You'll Do

• Set up and maintain customer machines, both physical and virtual, for our bot deployments
• Own 24/7 monitoring and uptime for the machines our bots run on, and set up on-call coverage
• Take customer calls to explain our IT setup and requirements across all of our divisions
• Manage and grow the team over time

Requirements

• 3+ years in IT, systems administration or infrastructure, including 1+ years leading a team or function
• Hands-on experience setting up and supporting Windows machines, both physical and virtual (VMs or remote desktops)
• Experience with remote access, credentials and authentication, including VPN, MFA and access management
• Experience monitoring systems and running uptime for production workloads, ideally with 24/7 coverage
• Comfortable on customer calls: you can explain technical requirements clearly to non-technical staff
• Strong ownership and a bias toward documenting and automating repeat work
• Fluent English and comfortable working remotely with overlap with US hours

Nice to Have

• Experience in pharmacy or healthcare IT, including HIPAA-aware environments
• Experience with endpoint management and monitoring tools (such as Intune, Jamf, Datadog or similar)
• Experience building an IT function from scratch at a growing company

Benefits

• Fully remote work environment.
• Competitive compensation.
• Meaningful projects with direct business impact.
• High ownership and autonomy.
• Opportunity to work with AI-driven technologies and modern development tools.
• A collaborative team focused on solving real problems for healthcare customers.