Help Desk Manager

About Judi Health Judi Health is an enterprise health technology company providing a comprehensive suite of solutions for employers and health plans, including: Capital Rx , a public benefit corporation delivering full-service pharmacy benefit management (PBM) solutions to self-insured employers, Judi Health™ , which offers full-service health benefit management solutions to employers, TPAs, and health plans, and Judi® , the industry’s leading proprietary Enterprise Health Platform (EHP), which consolidates all claim administration-related workflows in one scalable, secure platform. Together with our clients, we’re rebuilding trust in healthcare in the U.S. and deploying the infrastructure we need for the care we deserve. To learn more, visit www.judi.health . Location: Denver, CO (Hybrid) Position Summary: The Help Desk Manager leads the Denver IT team responsible for resolving technical issues, ensuring timely and high‑quality service delivery to end users. They oversee daily operations, implement support best practices, and drive continuous improvement to enhance user satisfaction and system reliability. Position Responsibilities: Train and mentor Help Desk 1 and 2 personnel Partner with IT Director to perform personnel management tasks for Help Desk staff Work as an escalation resource for Help Desk 1 and 2 personnel Drive customer problem resolution via systemic solutions (MDM, scripting, etc.) Assist in promptly responding to user requests via ticketing system/phone calls/IM Assist HD staff and end-users with access/system issues Interface with internal partner teams to help drive best practices and compliance Manage user systems via MDM Software Write and update documentation for user reference Help build and establish procedures for the Helpdesk team Participate in a Help Desk OnCall schedule (tentatively will be one week/month. However, may be more to start.) Responsible for adherence to the Capital Rx Code of Conduct including reporting of noncompliance. Required Qualifications: 4+ Years of experience in a Help Desk role (preferably in a medium or larger company.) A customer-oriented approach to problem resolution Experience supporting Mac hardware/OSX in a Help Desk environment Experience supporting remote users in a distributed environment Experience with Jira Service desk or a similar ticketing system Experience with Office 365 suite Experience with MDM 1-2 year experience in a supervisory or management role Ability to lift 30 lbs. regularly and up to 50 lbs. occasionally Required to go into Denver based office 3x per week Salary Range $100,000 $110,000 USD All employees are responsible for adherence to the Capital Rx Code of Conduct including the reporting of non-compliance. This position description is designed to be flexible, allowing management the opportunity to assign or reassign duties and responsibilities as needed to best meet organizational goals. Judi Health values a diverse workplace and celebrates the diversity that each employee brings to the table. We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. By submitting an application, you agree to the retention of your personal data for consideration for a future position at Judi Health. More details about Judi Health's privacy practices can be found at https://www.judi.health/legal/privacy-policy . ... (truncated, view full listing at source)