Sr Manager, Desktop Services

HealthEquity

1d•Remote

About The Position

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.

Requirements

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

Nice To Haves

Relevant technical certifications are a plus but not required

Responsibilities

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