IT Service Desk Manager

Summary

Join Rula's IT Service Desk as the IT Service Desk Manager and provide first-tier technology support to employees. Ensure efficient and effective support, grow the team to meet business needs, and develop Service Desk Specialists. Expand and refine your technical and supervisory skills while contributing to improved patient outcomes. The role requires managing a fully remote workforce and supporting SaaS environments. Success hinges on strong people management, IT support experience, and proficiency with various technologies. The company offers a 100% remote work environment, attractive pay and benefits, and a commitment to employee well-being.

Requirements

• Minimum of 2 years of people management experience as an IT Service Desk Manager
• At least 5 years of experience working in IT support roles
• Demonstrated experience supporting SaaS environments with a fully remote workforce
• Hands-on experience troubleshooting macOS and Windows systems
• Experience with Identity Provider (IdP) platforms–ideally Okta
• A proven record of capturing, refining, and socializing core Service Desk metrics to key stakeholders across the business

Responsibilities

• Manage the Rula IT Service Desk, providing first-tier technology support to employees
• Ensure efficient and effective support for internal customers
• Grow and mature the Service Desk team to scale with business needs
• Develop the skills and careers of Service Desk Specialists
• Expand and refine your own technical and supervision skills
• Help ensure the best outcomes for patients

Preferred Qualifications

• ITIL and/or any of the current Apple certifications
• Experience with Kandji and Intune Mobile Device Management platforms
• Experience with Jira Service Management, Zendesk, and Confluence
• Possesses an understanding of information security fundamentals
• Experience managing a large fleet of laptops, including 3rd party depot management and Apple Business Manager (ABM)

Benefits

• 100% remote work environment (US-based only)
• Working hours to support a healthy work-life balance, ensuring you can meet both professional and personal commitments
• Attractive pay and benefits
• Full transparency of pay ranges regardless of where you live in the United States
• Comprehensive health benefits
• Medical, dental, vision, life, disability, and FSA/HSA
• 401(k) plan access
• Generous time-off policies
• Including 2 company-wide shutdown weeks each year for self-care (for most employees)
• Paid parental leave
• Available for all parents, including birthing, non-birthing, adopting, and fostering
• Employee Assistance Program (EAP)
• Support for your mental and physical health
• New hire home office stipend
• Set up your workspace for success
• Quarterly department stipend
• Fund team-building activities or in-person gatherings
• Wellness events and lunch & learns
• Explore a variety of engaging topics
• Community and employee resource groups
• Participate in groups that celebrate employee identity and lived experiences, fostering a sense of community and belonging for all