IT Service Desk Manager (Remote)

Rula Health; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Rula Health seeks an IT Service Desk Manager to lead a team providing support for technology needs. You will develop your team's skills while ensuring a high-quality service experience for employees, all within a culture of diversity and support for mental health.

Benefits

100% remote work environment

Attractive pay and benefits

Comprehensive health benefits

401(k) plan access

Generous time-off policies

Paid parental leave

Employee Assistance Program (EAP)

New hire home office stipend

Quarterly department stipend

Wellness events and lunch & learns

Qualifications

• 2+ years of management experience as IT Service Desk Manager.
• 5+ years in IT support roles, supporting SaaS environments.
• Hands-on troubleshooting experience with macOS and Windows.

Responsibilities

• Ensure effective support for internal customers' technology needs.
• Develop and grow Service Desk team.
• Expand technical and supervisory skills.

Skills

People Management

Technical Support

Troubleshooting macOS

Troubleshooting Windows

SaaS Support

Service Desk Metrics

Tools

Identity Provider (IdP) platforms

Jira Service Management

Zendesk

Confluence

Intune Mobile Device Management

Job description

We believe that mental health is just as important as physical health. We recognize that mental health issues can be complex and multifaceted, and we are dedicated to treating the whole person, not just the symptoms.

We aim to create a world where mental health is no longer stigmatized or marginalized, but rather is embraced as an integral part of one's overall well-being.

We believe that by providing quality care that is both evidence-based and compassionate, we can empower individuals to take charge of their mental health and achieve their full potential. We are passionate about making a positive impact on the lives of those struggling with mental health issues and we strive to be a force for positive change in the field of mental healthcare.

About the Role

The Rula IT Service Desk is the first tier of support for Rula employees’ technology needs. As the IT Service Desk Manager, you’ll ensure that we’re meeting the core needs of our internal customers effectively and efficiently. You’ll have agency and support in growing and maturing the team to scale with the needs of the business, as well as help to develop the skills and careers of Service Desk Specialists. You’ll also encounter endless opportunities to expand and refine your own technical and supervision skills. Most importantly, the work you do will help ensure the best outcomes for patients as we strive to make mental healthcare work for everyone.

Required Qualifications

• 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.

Preferred Qualifications

While having the preferred qualifications enhances your candidacy, having all of them is not mandatory. We encourage all interested applicants to apply, even those who may not meet every preferred requirement.

• 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).

We're serious about your well-being! As part of our team, full-time employees receive:

• 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: Start saving for your future

• 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

Our team

We believe that diversity, equity, and inclusion are fundamental to our mission of making mental healthcare work for everyone. We are dedicated to having a culture of inclusion that will support our employees in feeling safe, seen, heard, and valued.