Sr Manager, Desktop Services

Our Mission

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.

How you can make a difference

Health Equity is seeking a Senior Manager, Desktop Services to lead the strategy, operations, and continuous evolution of our enterprise end-user computing environment. This role sits at the intersection of IT operations, automation, AI innovation, security, and teammate experience
, with responsibility for delivering a secure, reliable, and modern workstation experience for a highly distributed, remote-first workforce.

Reporting to Senior IT Leadership, you will own the full lifecycle of desktop services including Service Desk operations, desktop and VDI platforms, automation and self-healing capabilities, vendor strategy, and financial optimization. You will lead a high-performing global team and partner closely with Infrastructure, Security, Engineering, and business leaders to ensure our technology enables productivity, resilience, and growth at scale.

• Lead enterprise desktop and Service Desk strategy

  • Own 24x7 Service Desk operations delivering world-class support across corporate, remote, offshore, and BPO environments
  • Ensure fast, reliable incident resolution and an exceptional teammate experience

• Drive innovation through automation and AI

  • Implement and scale AI-driven automation, self-healing, and intelligent workflows across desktop and end-user support
  • Leverage ITSM platforms such as Service Now and emerging AI tools to reduce friction, improve resolution speed, and elevate service quality

• Own end-user computing platforms

  • Oversee the full lifecycle of desktops, laptops, VDI, and end-user applications from procurement through retirement
  • Ensure secure, high-performance, standardized workstation environments across all departments and locations

• Use data to continuously improve

  • Benchmark, analyze, and report on desktop and Service Desk performance, costs, and user satisfaction
  • Translate insights into measurable improvements aligned to Health Equity’s mission and business priorities

• Champion security and risk management

  • Lead implementation and enforcement of desktop security policies, standard configurations, audits, and risk mitigation practices
  • Partner with Security teams to support initiatives such as zero trust, cloud migration, and compliance programs

• Manage vendors, budgets, and Fin Ops

  • Own vendor relationships, procurement strategy, and lifecycle management for desktop hardware, software, and services
  • Support Fin Ops initiatives by tracking and optimizing desktop-related spend

• Build and develop high-performing teams

  • Lead, mentor, and grow a diverse team of technical professionals and partners
  • Foster a culture of accountability, continuous learning, innovation, and customer focus
  • Manage hiring, performance, development, and compensation recommendations for direct reports

• Proven experience leading enterprise Service Desk and desktop support organizations
  , including 24x7 operations
• Deep knowledge of ITSM and ITIL frameworks with hands‑on experience using Service Now or similar platforms
• Strong passion for automation, AI, and modern IT operations
  , with experience applying these tools to real‑world support challenges
• Advanced understanding of desktop, VDI, hardware, software, and Microsoft-based enterprise environments
• Demonstrated ability to solve complex operational and technical problems from root cause through execution
• Experience managing remote, offshore, and distributed teams in high-volume, high-availability environments
• Strong financial acumen with experience managing budgets, vendors, and cost optimization initiatives
• Exceptional communication and leadership skills with a strong customer service mindset
• Bachelor’s degree in Computer Science, Business, or a related field, or equivalent experience
• 5 to 7 years of progressive experience in desktop and end-user computing environments, including 3+ years leading teams
• Relevant technical certifications are a plus but not required

This is a remote position.

Salary Range$ To $ / year

• Medical, dental, and vision
• HSA contribution and match
• Dependent…