IT Support Lead - Global, Remote

TJM Labs; United States; Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Fully remote

Competitive pay

Meaningful projects

Autonomy

AI-driven tech

Healthcare focus

Job summary

TJM Labs is seeking 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 setup, monitoring and uptime of the machines our bots run on, and you will expand the IT team as we grow.

You’ll sit within Customer Success with support from the engineering infrastructure team. You’ll set up and maintain customer machines (physical and virtual), ensure 24/7 uptime, explain IT requirements during customer calls, and

Qualifications

• 3+ years in IT, systems administration or infrastructure
• 1+ years leading a team or function
• Hands-on experience setting up and supporting Windows machines (physical and virtual)
• Experience with remote access, VPN, MFA and access management
• Experience monitoring systems and uptime, ideally 24/7 coverage
• Clear communication with non-technical staff
• Strong ownership and bias toward documenting and automating repeat work
• Fluent English and comfortable with US-hour overlap

Responsibilities

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

Skills

Team leadership

Windows administration

Remote support

Documentation & automation

English fluency

Tools

Intune

Jamf

Datadog

Remote Desktop

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

• 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

• 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.