Job Overview
Location
US-California-Remote
Job Type
Full-time
Category
Engineering
Date Posted
May 20, 2026
Full Job Description
📋 Description
- • The Manager, IT Service Desk is responsible for driving operational stability, reducing backlog, and ensuring consistency in workflows and service delivery across the organization, strengthening day-to-day execution and supporting scalable Service Desk operations.
- • Day-to-day responsibilities include driving consistency in incident, request, and escalation workflows; ensuring efficient and predictable ticket handling; overseeing staffing and scheduling for proper phone and extended hour coverage; supporting and enforcing the Continuous Shift Coverage model; monitoring queue performance and operational trends; partnering with leadership on operational priorities; coaching and developing supervisors, leads, and technicians; and ensuring consistent service delivery across all Business Units.
- • The role reports to the Director, Enterprise Service Desk, and focuses on improving operational performance, workflow alignment, and service quality across the enterprise, with a strong emphasis on ITSM/ITIL principles and ServiceNow platform expertise.
- • The person in this role can learn and achieve mastery in enterprise IT service management, leadership in technical operations, process optimization using ITIL frameworks, and advanced ServiceNow administration, while developing coaching and cross-functional collaboration skills in a growing healthcare technology organization.
🎯 Requirements
- • Strong understanding of Incident, Request, and Problem Management
- • Awareness of Change Management dependencies and operational impact
- • Ability to apply ITIL principles to daily operational decisions
- • Strong working knowledge of ServiceNow workflows
- • Understanding of SLAs, assignment groups, and queue structure
- • Ability to use reporting and dashboards for operational visibility
🏖️ Benefits
- • Compensation range of $98,605.00 to $147,907.00
- • Opportunity to lead and develop a technical team in a healthcare-focused organization
- • Remote work flexibility within the PST time zone
- • Impact on scalable Service Desk operations across enterprise Business Units
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Vera Whole Health, Inc.
Vera Whole Health is a Seattle-based healthcare services company founded in 2007 that provides advanced primary care and population health management to self-insured employers and health plans. It operates on-site and near-site clinics emphasizing preventive care, integrated behavioral health, and health coaching to reduce total cost of care and improve employee health outcomes. The company uses a value-based care model with capitated payments and dedicated multidisciplinary care teams to deliver personalized, longitudinal primary care services.
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