Job description
ABOUT THE ROLE:
We are seeking an IT Service Desk Manager to oversee our IT support operations for a high growth environment of 1,000 users. This role is responsible for leading the service desk team, implementing and optimizing service desk software, tracking and reporting on SLA performance, and ensuring exceptional end-user support in a high-demand workplace.
The ideal candidate is an ITIL-savvy leader who can both manage and mentor the team while also jumping in to handle technical tickets or perform basic hands-on troubleshooting when needed.
WHAT YOU’LL DO:
- Manage the daily operations of the service desk team, ensuring timely and professional resolution of all support requests.
- Lead a service desk supporting 1,000 users in a fast-paced, high growth environment.
- Implement, configure, and optimize AI-enabled service desk/ticketing software to streamline workflows, optimize user up-time, and improve service desk satisfaction.
- Monitor, track, and report on service desk KPIs and SLAs, ensuring targets are met and service quality remains high.
- Develop and maintain ITIL-aligned processes for incident, request, problem, and change management.
- Provide leadership, coaching, and performance feedback to service desk staff, fostering a culture of high performance and excellent customer service.
- Collaborate with systems administration and security teams to ensure efficient escalation and resolution of complex issues.
- Maintain strong relationships with internal stakeholders, ensuring communication and expectations are managed effectively.
- Perform basic hands-on IT troubleshooting in a macOS environment as needed to cover staff absences or address high-priority tickets.
- Identify trends in support issues and recommend proactive solutions and user education initiatives.
- Drive continuous improvement in processes, tools, documentation, and user communications.
WHO YOU ARE:
- 7+ years of IT support experience, including 3+ years in a service desk leadership or management role.
- Proven experience managing a service desk for 2,000 or more users in a high growth environment.
- Strong working knowledge of ITIL principles and best practices; ITIL Foundation certification or similar certification is strongly preferred.
- Directed Service Desk operations, confidently managing stakeholder relationships, expectations, and ensuring adherence to SLAs while fostering accountability and high performance.
- Demonstrated ability to track, analyze, and report on service desk SLAs and KPIs.
- Skilled at managing escalated issues and high-pressure situations with professionalism and empathy.
- Ability to perform basic technical troubleshooting for hardware, software, networking, and account access issues.
- Excellent people management skills with a focus on coaching, team development, and service excellence.
SALARY (BEFORE BONUS POTENTIAL): $125,000 - $150,000
Offer amounts for both remote and in office roles are influenced by geographic location.
CYBERSECURITY AWARENESS NOTICE
In response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the @rightwayhealthcare.com email domain. We will never ask for bank details or deposits of any kind as a condition of employment.
ABOUT RIGHTWAY:
Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient’s care journey through a modern, mobile app. Rightway is a front door to healthcare, giving patients the tools they need along with on-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them.
Since its founding in 2017, Rightway has raised over $205mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global. We’re headquartered in New York City, with a satellite office in Denver. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.
HOW WE LIVE OUR VALUES TO OUR TEAMMATES:
We’re seeking those with passion for healthcare and relentless devotion to our goal. We need team members that embody our following core values:
We are human, first Our humanity binds us together. We bring the same empathetic approach to every individual we engage with, whether it be our members, our clients, or each other. We are all worthy of respect and understanding and we engage in our interactions with care and intention. We honor our stories. We listen to—and hear—each other, we celebrate our differences and similarities, we are present for each other, and we strive for mutual understanding.
We redefine what is possible We always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries, other leaders, and other challenges. We use ingenuity and resourcefulness when faced with tough problems.
We debate then commit We believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution, we actively listen to one another, approach it with a “yes, and” mentality, and assume positive intent. Once a decision is made, we align and champion it as one team.
We cultivate grit Changing healthcare doesn’t happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for better. In the face of daunting situations, we value persistence. We embrace failure as a stepping stone to future success. On this journey, we seek to act with guts, resilience, initiative, and tenacity.
We seek to delight Healthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team, we each play a crucial part in our members’ care and take that responsibility seriously. When faced with an obstacle, we are kind, respectful, and solution-oriented in our approach. We hold ourselves accountable to our clients and our members’ success.
Rightway is Proudly an Equal Opportunity Employer that believes in strength in the diversity of thought processes, beliefs, background and education and fosters an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis covered by appropriate law. All employment is decided on the consideration of merit, qualifications, need and performance.
