IT Service Desk Manager, Rightway
$125-150k
Personalized healthcare platform for employees
Be an early applicant
Personalized healthcare platform for employees
201-500 employees
Be an early applicant
$125-150k
201-500 employees
Company mission
To simplify the healtcare experience.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Our take
Modern healthcare ecosystems are fragmented, so patients have to organize multiple services to get the care they need. This can be complex, time-consuming and expensive, which is why Rightway provides a unified healthcare organizational system to manage employee healthcare benefits better.
The company’s aim is to simplify access to healthcare, whilst also saving users money through price comparison services. Examples of its offerings are a pharmacy services platform that enables employees to access medication via a smartphone app, and the Advocate platform that helps to close care gaps.
The startup serves companies of all sizes, from small businesses to enterprises like Burger King, Popeyes and RBI. It has hundreds of thousands of users across the US, and has raised considerable funding which will enable it to further develop its platform and strengthen its foothold among employers, health plans, third-party administrators and other potential clients.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
14% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2024
$108.8m
LATE VC
Mar 2021
$100m
SERIES C
Total funding: $240.8m
Company benefits
- 401k
- Flexible time off
- Full medical, dental, and vision insurance
- Commuter benefits
- Health Savings Account
Company HQ
West Village, New York, NY
Leadership
Jordan Feldman
(Co-Founder & CEO)Studied Government and Economics at Harvard before working in investment at Goldman Sachs and Redbird.
Theodore Feldman
(Co-Founder & Chief Medical Officer)Also Chief Medical Officer at Cadence. They studied Medicine at Harvard University and the Albert Einstein College of Medicine. Worked as Medical Director at South Miami Heart Centre and the Head of Cariology at FIU Wertheim College.
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