{"id":3767202,"url":"https://alion.io/job/updata-partners-it-support-lead-global-remote","title":"IT Support Lead - Global, Remote","company":{"id":705852,"name":"Updata Partners","domain":"updata.com","url":"https://alion.io/company/updata-partners","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":true,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"contractor","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"Datadog","optional":true},{"name":"HIPAA","optional":true}],"status":"live","first_seen_at":"2026-11-04T20:24:41Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-08T09:20:32Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"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.\nTJM 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.\nYou 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.\nWhat You'll Do\nSet up and maintain customer machines, both physical and virtual, for our bot deployments\nOwn 24/7 monitoring and uptime for the machines our bots run on, and set up on-call coverage\nTake customer calls to explain our IT setup and requirements across all of our divisions\nManage and grow the team over time\nRequirements\n3+ years in IT, systems administration or infrastructure, including 1+ years leading a team or function\nHands-on experience setting up and supporting Windows machines, both physical and virtual (VMs or remote desktops)\nExperience with remote access, credentials and authentication, including VPN, MFA and access management\nExperience monitoring systems and running uptime for production workloads, ideally with 24/7 coverage\nComfortable on customer calls: you can explain technical requirements clearly to non-technical staff\nStrong ownership and a bias toward documenting and automating repeat work\nFluent English and comfortable working remotely with overlap with US hours\nNice to Have\nExperience in pharmacy or healthcare IT, including HIPAA-aware environments\nExperience with endpoint management and monitoring tools (such as Intune, Jamf, Datadog or similar)\nExperience building an IT function from scratch at a growing company\nBenefits\nFully remote work environment.\nCompetitive compensation.\nMeaningful projects with direct business impact.\nHigh ownership and autonomy.\nOpportunity to work with AI-driven technologies and modern development tools.\nA collaborative team focused on solving real problems for healthcare customers.","description_format":"text","description_chars":2256,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced 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