Desktop Operations Lead

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 13%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Datavant

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

💰 $40M Series B on 2020-10

Healthcare • Consulting • Healthcare Insurance

Datavant is a company that provides a platform and network focused on making health data secure, accessible, and usable across the healthcare ecosystem. With a focus on data connectivity and interoperability, Datavant facilitates the movement of healthcare records across a vast network of organizations, including hospitals, clinics, health systems, and data partners. Their suite of products and solutions covers areas such as health data exchange, data transformation, and privacy compliance, serving various clients including health plans, healthcare providers, life sciences, and government organizations. Datavant's mission is to advance human health through improved data exchange and analytics.

📋 Description

• Run daily operations of the Desktop Operations team as a senior, hands-on working lead • Serve as the main escalation point for urgent and high-impact issues • Coach team members, triage and direct work, and propose operational and business decisions • Perform quick queue sweeps for major incidents, whole-office incidents, executive impact, aging tickets, reopened tickets, and tickets nearing SLA • Coordinate major desktop and endpoint incidents through resolution • Identify recurring escalation themes and feed them into longer-term fixes • Spot-check completed tickets for quality and consistency • Monitor documentation quality and ensure technicians maintain weekly documentation • Track KPIs and SLAs including resolution time, reopen rate, CSAT, backlog, and ticket aging • Provide the Manager with regular metrics summaries covering trends and root causes • Drive permanent fixes, automation, workflow improvements, and reduced ticket volume • Lead an ITIL-aligned ticket priority and impact framework project with the Jira team • Advise and oversee office-related escalations and improvements • Coordinate delegated office project work and monitor AV, vendor, hardware, and asset needs • Provide technical mentorship and coaching • Identify skill gaps, training needs, and workload imbalances and advise the Manager • Represent Desktop Operations in delegated projects and cross-team meetings • Serve as a day-to-day contact for partner teams • Independently make escalation-routing, triage, coaching, quality, operational-direction, and delegated office-project decisions • Recommend process, workflow, SOP, office-process, tooling, policy, hiring, development, and performance changes for Manager approval

🎯 Requirements

• At least 5 years of progressive, hands-on desktop support or desktop engineering experience • Track record of informal leadership, including mentoring peers, owning incidents from start to finish, and serving as a trusted escalation point • Strong incident management and troubleshooting skills under pressure • Desktop engineering knowledge covering device management, configuration, provisioning and imaging, OS deployment, and patching • Familiarity with IAM principles and SSO; environment uses Microsoft Entra • Hands-on endpoint and MDM tooling experience across Windows and Mac • Experience with Microsoft Intune for Windows and Mosyle for Mac, or comparable platforms such as Jamf or Configuration Manager/SCCM • Working knowledge of ITSM and ITIL processes and tooling • Experience with Jira and incident.io • Strong written and verbal communication, including explaining technical details to non-technical people • Good organizational skills and sound judgment about what to handle and what to escalate • Experience supporting a distributed workforce across remote and physical office environments • ITIL Foundation or familiarity with incident, problem, and change management is nice to have • Experience building or maintaining SOPs, runbooks, and operational documentation is nice to have • Familiarity with reporting and metrics tooling and dashboards is nice to have • Must be able to work in the United States; this job is not eligible for employment sponsorship • May be subject to post-offer health screenings and vaccination requirements

🏖️ Benefits

• Post-offer health screenings and proof and/or completion of vaccinations such as flu shot, Tdap, and COVID-19, subject to client requirements • Possible vaccination exemptions depending on the state and qualifying circumstances • Reasonable accommodations for individuals with physical and mental disabilities • Equal employment opportunity and nondiscrimination protections • Voluntary anonymous demographic questions that do not affect the application or hiring process