Nox Health

About Nox Health

Simply put, we believe in the power of sleep.

As sleep health champions, we want more and more people to wake up to a brighter day every day. And, we are making daily progress, as we help more organizations see sleep as transformational and a foundational pillar of health. We strive to give more access to the technology and care they need to lead fuller lives.

Our depth of knowledge in the science of sleep gives us a unique perspective on sleep as a critical intervention strategy in chronic disease. We help people see the right problem and the right way forward, elevating not just our solutions but also advancing the field of sleep medicine.

Our vision is to work with our partners — employers, health systems, health plans, government agencies, provider groups and others committed to transforming care — to expand sleep health care to where it is needed, so it can take its rightful place in the healthcare ecosystem.

About the role

The US IT Manager will oversee all day-to-day IT operations in the United States. This role includes leading the helpdesk team, managing relationships with device vendors, and ensuring the smooth delivery of IT services to employees. The US IT Manager will fully own daily operations while collaborating with our Director of IT Operations in Iceland for strategic alignment and critical escalations. It is essential that US IT support operates efficiently, consistently, and aligns with global IT operations practices. The role will require hands-on work, and the ideal candidate must excel in a fast-paced environment, adapting quickly to frequent changes while maintaining high service standards.

What you'll do

Day-to-Day Operations

• Own daily IT operations for the US, including helpdesk performance, onboarding, asset management, and end-user support.
• Ensure IT tickets are handled promptly and employee support SLAs are consistently met.
• Serve as the local escalation point for complex IT issues, balancing hands-on resolution with team management.

Team Leadership

• Manage, build and develop the US IT support team, including Tier 1 technicians and senior support staff.
• Provide coaching, mentoring, and performance management to build a high-performing and reliable support function.
• Foster a culture of accountability, customer service, and continuous improvement.

Vendor & Partner Management

• Own the relationship with US-based IT vendors, including the network support partner.
• Ensure vendor performance meets expectations for quality, timeliness, and cost-effectiveness.
• Negotiate and oversee service contracts in collaboration with the global IT leadership.

Process & Standards

• Ensure IT support processes, documentation, and knowledge base materials are current and aligned with global standards.
• Drive workflow improvements, asset management, and onboarding to increase efficiency and reduce recurring issues.
• Partner with HR, Facilities, and other US-based functions to deliver seamless employee technology experiences.

Facilities & Professional Standards

• Maintain organized and professional IT workspaces across all US offices, including equipment storage, stockrooms, and employee-facing IT areas.
• Ensure asset storage, deployment, and cable/desk setups are clean, orderly, and presentable — setting a high standard for IT Operations within the company.
• Act as a role model for process discipline and attention to detail, ensuring the US IT function reflects best practices and serves as an example for other regions.

Reporting & Communication

• Provide the Director of IT Operations with weekly operational updates (team performance, escalations, open risks).
• Escalate emergencies or critical incidents outside of the weekly cycle.
• Contribute to quarterly reporting on IT performance, staffing, and resource needs.

Strategic Contribution

• Support long-term IT Operations strategy by forecasting US needs, recommending staffing adjustments, and planning for growth.
• Act as the voice of US employee support in global IT initiatives

Qualifications

• 7+ years of IT experience, with at least 3+ years in an IT management or team leadership role.
• Proven success in leading IT support teams in a fast-paced corporate environment
• Strong background in IT service delivery and end-user support in a corporate environment.
• Experience managing IT vendors and service providers.
• Excellent organizational, communication, and problem-solving skills.
• Ability to balance hands-on support with leadership responsibilities
• Experience in an International environment across different time zones is a plus
• Experience leading IT support teams
• Solid understanding of EntraID, SSO, Identity management and Endpoint Management tools
• Knowledge of network fundamentals, sufficient to oversee vendors and handle escalations.
• Strong grasp of ticketing platforms such as Jira Service Management and Zendesk