Sr Manager, Desktop Services

Job Locations: US-Remote

Our Mission

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

Overview

How you can make a difference

HealthEquity 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.

What you’ll be doing

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 ServiceNow 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 HealthEquity’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 FinOps
- Own vendor relationships, procurement strategy, and lifecycle management for desktop hardware, software, and services
- Support FinOps 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

What you will need to be successful

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 ServiceNow 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

#LI-Remote

This is a remote position.

Salary Range

$120,500.00 To $157,000.00 / year

Benefits & Perks

The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives and restricted stock units as part of the total compensation package, in addition to a full range of benefits including:

Medical, dental, and vision
HSA contribution and match
Dependent care FSA match
Uncapped paid time off
Paid parental leave
401(k) match
Personal and healthcare financial literacy programs
Ongoing education & tuition assistance
Gym and fitness reimbursement
Wellness program incentives

Onboarding & Travel

This is a remote role, with an in-person onboarding training component. New team members must participate in Trailhead, HealthEquity’s immersive onboarding experience Trailhead is designed to foster meaningful connections, support your integration into the organization, and equip you with a strong understanding of our business. Trailhead participation is a key expectation of this role. Trailhead is held onsite at our headquarters once per quarter. HealthEquity covers all required travel and accommodations.

This role may begin with a virtual, self-paced onboarding experience, followed by a mandatory onsite Trailhead session at a later date.

HealthEquity is committed to providing reasonable accommodations to team members with qualifying disabilities. Should you be selected for this role and require an accommodation, we will put you in touch with our Benefits Team so you can begin the accommodation request process.

Why work with HealthEquity

HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more.

You belong at HealthEquity!

HealthEquity, Inc. is an equal opportunity employer, and we are committed to being an employer where no matter your background or identity – you feel welcome and included. We ensure equal opportunity for all applicants and employees without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity’s applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page.

HealthEquity uses Microsoft Copilot to transcribe screening interviews between candidates and their direct Talent Partner for note taking and interview summaries. By scheduling a screening interview with us, you consent to Microsoft Copilot’s AI technology recording and transcribing your interview with your Talent Partner. This information will be reviewed for accuracy and then used by HealthEquity to summarize the interview, ensure accuracy, and facilitate our hiring process. We take privacy seriously. You have the option to opt out. If you wish to opt out of this Microsoft Copilot transcription, please notify your Talent Partner in advance of the interview. If we do not receive an opt-out request from you, we will assume that you consent to the use of Microsoft Copilot.

At HealthEquity, our goal is to save and improve lives by empowering healthcare consumers. This shared purpose inspires everything we do, including how we approach hiring. Our process is designed to get to know the real you: your skills, experiences, and potential to make a difference. We value honesty, originality, and the courage to do the right thing, even when it is not the easiest path. Showing up as your authentic self reflects these values and helps us build something truly remarkable together.

As AI is becoming a common tool throughout the application process, we want to be clear about its appropriate use at HealthEquity. Using AI to support resume writing, research, or interview preparation is perfectly acceptable, provided the content is accurate and genuinely represents your qualifications and skills. For other key parts of our interview process, however, it is important that the ideas, communication, and work you share reflect your own voice, experiences, and thinking. We ask that you participate in our live interviews and complete any assessments without AI assistance unless instructions explicitly indicate otherwise or a specific exception is discussed and approved in advance. This approach ensures fairness, celebrates your individuality, and allows your authentic perspective to shine. Behaviors that do not align with these guidelines may result in disqualification from the hiring process or termination of employment if later discovered. We appreciate your understanding and look forward to learning about the unique contributions only you can bring to HealthEquity.

HealthEquity is committed to your privacy as an applicant for employment. For information on our privacy policies and practices, please visit HealthEquity Privacy.