What are the responsibilities and job description for the Manager, Service Desk & Endpoint Management position at RxBenefits, Inc.?
The Manager, Service Desk and Endpoint Management is responsible for leading the technical support operations and endpoint device strategy across the organization. This role ensures efficient service delivery, manages support teams, oversees endpoint security and configuration, and drives continuous improvement in IT support processes. The manager will collaborate across departments to align support strategies with business objectives and maintain high standards of customer service.
Essential Job Responsibilities Include:
Service Desk Leadership
- Develop and execute IT support and automation strategies that support the organization's long-term goals.
- Establish and cultivate technology partnerships, collaborate with business units to identify technology needs and deliver tailored solutions.
- Regularly report on IT performance, and project status to senior management.
- Manage first and second level support incidents and escalate the rest to senior resources.
- Manage hardware/software deployments, procurement, and licensing.
- Maintain asset records of hardware/software.
- Work with other IT teams to streamline support efforts and increase level zero solvable solutions.
- Provide excellent customer service to all users both internal and external.
Endpoint Management
- Oversee endpoint device lifecycle including imaging, deployment, patching, and asset tracking.
- Manage endpoint security tools (e.g., Microsoft Endpoint Manager, InTune, Tanium, Jamf) and ensure compliance with security baselines.
- Lead initiatives to standardize desktop configurations across Windows and macOS environments.
- Monitor and respond to endpoint-related security incidents and vulnerabilities.
Strategic Planning & Reporting
- Collaborate with business units to identify technology needs and deliver tailored solutions.
- Regularly report on IT performance, service metrics, and project status to senior leadership.
- Drive continual process improvement across support and onboarding workflows.
Team Development
- Recruit, train, and mentor service desk and endpoint support staff.
- Conduct performance evaluations and provide coaching for improvement.
- Foster a culture of accountability, collaboration, and technical excellence.
Required Skills / Experience:
- At least ten (10) years’ experience in a service desk or PC support related position
- At least five (5) years’ experience as a manager
- Strong problem-solving skills
- Excellent written and verbal communication skills
- Strong interpersonal skills and ability to interact with people on all levels
- Required experience with MS Office including Outlook, Windows 11, Phone systems, iPhones, PC imaging and deployment, Printers, etc.
- Familiarity with endpoint management and MDM tools (e.g., Microsoft Endpoint Manager, Tanium, InTune, Jamf).
- Experience with service desk ticketing systems (Jira, Service Now, etc.)
- Bachelors’ Degree Preferred
Based on relevant market data and other factors, the anticipated hiring range for this role is $103,200 - 110,000. Final compensation rates will be determined based on various factors, including but not limited to experience, skills, knowledge, and internal equity considerations. This role is also short-term incentive eligible. Incentive amounts will vary by individual and business goals. We are committed to fair and equitable compensation practices. The final salary offered to the selected candidate may vary from the posted range due to individual qualifications. Our goal is to ensure that all teammates are compensated fairly and competitively based on their contributions to our organization. RxBenefits is also committed to providing best in class benefits to our teammates. We offer a robust total rewards package that includes:
- Remote first work environment
- Choice of a HDHP or PPO Medical plan, we pay 100% of the premium for the HDHP for you and your eligible family members
- Dental, Vision, Short- and Long-Term Disability, and Group Life Insurance that we also pay 100% of premiums (for your family too on Dental and Vision)
- Additional buy-up options for Short- and Long-Term Disability and Life Insurance
- 401(k) with an employer match up to 3.5% available after 60 days
- Community Service Day to give back and support what you love in your community
- 10 company holidays including MLK Day, Juneteenth, and the day after Thanksgiving plus a floating holiday to use as you like
- Reimbursements for high-speed internet, we’ll send you a computer and monitors to help you do your best work
- Tuition Reimbursement for accredited degree programs
- Paid New Parent Leave that can be used for adoption or birth
- Pet insurance to protect your furbabies
- A robust mental health benefit and EAP service through Spring Health to support you when you need it most
Salary : $103,200 - $110,000