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 Responsibilities

IT 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 ful