Our Mission Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable. Overview How you can make a difference 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. What you’ll be doing - 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 What you will need to be successful - 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 - Relevant technical certifications are a plus but not required #LI-Remote This is a remote position. Salary Range $120,500.00 To $157,000.00 / year Benefits & Perks The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives and restricted stock units as part of the total compensation package, in addition to a full range of benefits including: - Medical, dental, and vision - HSA contribution and match - Dependent care FSA match - Uncapped paid time off - Paid parental leave - 401(k) match - Personal and healthcare financial literacy programs - Ongoing education & tuition assistance - Gym and fitness reimbursement - Wellness program incentives Onboarding & Travel This is a remote role, with an in-person onboarding training component. New team members must participate in Trailhead, HealthEquity’s immersive onboarding experience Trailhead is designed to foster meaningful connections, support your integration into the organization, and equip you with a strong understanding of our business. Trailhead participation is a key expectation of this role. Trailhead is held onsite at our headquarters once per quarter. HealthEquity covers all required travel and accommodations. This role may begin with a virtual, self-paced onboarding experience, followed by a mandatory onsite Trailhead session at a later date. HealthEquity is committed to providing reasonable accommodations to team members with qualifying disabilities. Should you be selected for this role and require an accommodation, we will put you in touch with our Benefits Team so you can begin the accommodation request process. Why work with HealthEquity HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more. You belong at HealthEquity! HealthEquity, Inc. is an equal opportunity employer, and we are committed to being an employer where no matter your background or identity – you feel welcome and included. We ensure equal opportunity for all applicants and employees without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity’s applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page. HealthEquity uses Microsoft Copilot to transcribe screening interviews between candidates and their direct Talent Partner for note taking and interview summaries. By scheduling a screening interview with us, you consent to Microsoft Copilot’s AI technology recording and transcribing your interview with your Talent Partner. This information will be reviewed for accuracy and then used by HealthEquity to summarize the interview, ensure accuracy, and facilitate our hiring process. We take privacy seriously. You have the option to opt out. If you wish to opt out of this Microsoft Copilot transcription, please notify your Talent Partner in advance of the interview. If we do not receive an opt-out request from you, we will assume that you consent to the use of Microsoft Copilot. At HealthEquity, our goal is to save and improve lives by empowering healthcare consumers. This shared purpose inspires everything we do, including how we approach hiring. Our process is designed to get to know the real you: your skills, experiences, and potential to make a difference. We value honesty, originality, and the courage to do the right thing, even when it is not the easiest path. Showing up as your authentic self reflects these values and helps us build something truly remarkable together. As AI is becoming a common tool throughout the application process, we want to be clear about its appropriate use at HealthEquity. Using AI to support resume writing, research, or interview preparation is perfectly acceptable, provided the content is accurate and genuinely represents your qualifications and skills. For other key parts of our interview process, however, it is important that the ideas, communication, and work you share reflect your own voice, experiences, and thinking. We ask that you participate in our live interviews and complete any assessments without AI assistance unless instructions explicitly indicate otherwise or a specific exception is discussed and approved in advance. This approach ensures fairness, celebrates your individuality, and allows your authentic perspective to shine. Behaviors that do not align with these guidelines may result in disqualification from the hiring process or termination of employment if later discovered. We appreciate your understanding and look forward to learning about the unique contributions only you can bring to HealthEquity. HealthEquity is committed to your privacy as an applicant for employment. For information on our privacy policies and practices, please visit HealthEquity Privacy.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Handle complex customer issues that are escalated by level I and level 2 engineers. Provide technical expertise, collaborating with cross-functional teams, and managing customer expectations during high-pressure situations. - Mentor and train junior support staff. - Develop and implement processes and procedures that ensure consistent high-quality support. - Participate in on-call rotations. - Have a deep understanding of the systems and technologies involved in supporting AWS services. - Exhibit strong communication and leadership skills. Qualifications - Bachelor's degree or foreign equivalent degree in Computer Science or a related field. - Four years of experience in the job offered or a related occupation. - Employer will accept six years of experience as equivalent to a Bachelor's degree and four years of experience. - Must have one year of experience in the following skills: - Knowledge of distributed computing environments. - Experience with AWS services or other cloud offerings. - Experience with network and operating system support. - Experience in information security and compliance. - Presenting to an audience containing one or more executive team member(s). Requirements - 100% telecommuting permitted; work may be performed from anywhere in the U.S. Benefits - Salary Range: $161,138/year to $163,700/year. - Amazon is a total compensation company; equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package. - A full range of medical, financial, and/or other benefits.

We anticipate the application window for this opening will close on - 20 Mar 2026 At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world. A Day in the Life At Medtronic, we bring bold ideas forward with speed and decisiveness to put patients first in everything we do. This position is remote to enhance our competitive edge and expand our cross-functional collaboration efforts. This role will require 75% of travel to enhance collaboration and ensure successful completion of projects. At Medtronic, we value what makes you unique. Be part of a company that thinks differently to solve problems, make progress, and deliver meaningful innovations. Impact patient outcomes. Come for a job, stay for a career. Medtronic strives to enable earlier diagnosis, better treatment, faster complication-free recovery, and enhanced patient outcomes through less invasive surgical solutions. The Robotic Surgical Technologies Business Unit set the standard for Robotically Assisted Surgery (RAS) by creating innovative surgical products and services that focus on surgical procedures of diseases and conditions. The Technical Service Specialist, as part of the RAS service team, will be responsible for providing product technical troubleshooting for Global field technical escalations, spare parts provisioning, and development of strategies for field replacement units in collaboration with the RAS operations team and Principal technical Service Lead. This individual is considered an expert in the field within the Medtronic organization. Key measures of success include uptime management, internal and external customer satisfaction and functional objectives as well as Service specific goals and objectives. In this role, the individual will help implement and monitor service projects/processes associated with the Robotic Assisted Surgery System. This role will represent service on all appropriate business groups. This work includes working closely with factory and field management and cross functional teams on the Field service aspects of new product introductions, field technical trainings as well as providing Level III technical support to the field. Location: Seeking a candidate to be located near Charlotte, NC - 75% travel across the country with potential for international travel Day in the Life - Lead and drive Field service escalation program management for supporting installed RAS systems. - Provide LIII engineering field support by following the appropriate use of the escalation process, when other avenues for resolution are exhausted. This activity may include travel to sites to perform both system repair, validation, and data gathering - Validation of warranty claim submissions and assist in the review of field service issues for appropriate classification and root cause analysis. - Deliverables including technical training, Field Replaceable Unit (FRU) upgrades strategy and implementation. Work very closely with Regional Field Service management to coordinate activities - Be a services ECO ( change order) representative in R&D projects. Includes both ECO origination for service based deliverables as well as ECO approval for all business activities with Service impact - Provide timely and accurate follow-up to broader Services team (outside of RAS S&R) for call closure and escalation follow-up - Develop content, validate, and release Technical Service Bulletins/Manuals to support field/factory activities - Develop, maintain, and distribute quarterly actionable service metrics specific to RAS service activities - Active participation in RAS quality system. Function as a liaison between service team and the quality group. Ensure accurate collection of data on system performance - Assist in the analysis of data against the installed base to show correlations. Function as a liaison between engineering staff and customer base to improve the functionality of the system - Provide appropriate follow-up communications with internal and external customers to ensure resolution and proper follow-up, leading to customer satisfaction - Other duties as assigned/requested by management - All activities must be performed in compliance with the Quality System Other Potential Responsibilities - Provide training and support to hospital staff on proper setup and use of the Hugo RAS system. - Support Training Facilities as needed - Support RAS System troubleshooting at the training center - In concert with the Medtronic Startup Specialists and the hospital staff, prepare the operating room to host the Medtronic robot Must Have: Minimum Requirements - Bachelors degree required with 2 years of relevant experience OR - An advanced degree with 0 years of experience Nice to Have - Biomedical Engineering degree or equivalent - Experience providing technical support & services. Including equipment and application support. - Systems are primarily used in the operating room, so healthcare/surgical setting experience - Familiarity with FDA product requirements and regulatory guidelines - Experience with robotics or motion control - Highly organized with the ability to be flexible, multi-task and prioritize multiple assignments - Strong attention to detail and accuracy - Familiarity with most commonly used test equipment (i.e.: power supplies, DVM's, signal generators, flow meters, etc) - Ability to read and understand schematics and engineering drawings - Familiar with the FDA 21 CFR, CGMP for Medical devices - Demonstrable skills in Microsoft Office products as well as ERP and CRM software packages (such as SAP, ServiceMax and SalesForce.com) - Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner, are necessary to accomplish this task - Responsive problem solver and action oriented in resolving customer issues and meeting customer requirements - Ability to work under minimum supervision with a high degree of organizational, technical, and business competence - Ability to function well under pressure and expend effort to meet schedules and deadlines For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required. Physical Job Requirements The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.  The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. U.S. Work Authorization & Sponsorship At Medtronic, we are committed to fostering an environment where employees can thrive and make a meaningful impact. In alignment with our enterprise-wide workforce planning approach, U.S. work authorization sponsorship (H-1B, TN, J, etc.) is offered exclusively for Principal-level roles and above, where specialized expertise aligns with long-term business needs. Roles below the Principal level require candidates to possess unrestricted U.S. work authorization at the time of hire and for the duration of employment. Join us in our mission to alleviate pain, restore health, and extend life—where your unique background and perspective are valued. Benefits & Compensation Medtronic offers a competitive Salary and flexible Benefits Package A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage. Salary ranges for U.S (excl. PR) locations (USD):$72,800.00 - $109,200.00 This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP). The base salary range is applicable across the United States, excluding Puerto Rico and specific locations in California. The offered rate complies with federal and local regulations and may vary based on factors such as experience, certification/education, market conditions, and location. Compensation and benefits information pertains solely to candidates hired within the United States (local market compensation and benefits will apply for others). The following benefits and additional compensation are available to those regular employees who work 20+ hours per week: Health, Dental and vision insurance, Health Savings Account, Healthcare Flexible Spending Account, Life insurance, Long-term disability leave, Dependent daycare spending account, Tuition assistance/reimbursement, and Simple Steps (global well-being program). The following benefits and additional compensation are available to all regular employees: Incentive plans, 401(k) plan plus employer contribution and match, Short-term disability, Paid time off, Paid holidays, Employee Stock Purchase Plan, Employee Assistance Program, Non-qualified Retirement Plan Supplement (subject to IRS earning minimums), and Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums). Regular employees are those who are not temporary, such as interns. Temporary employees are eligible for paid sick time, as required under applicable state law, and the Employee Stock Purchase Plan. Please note some of the above benefits may not apply to workers in Puerto Rico. Further details are available at the link below: Medtronic benefits and compensation plans About Medtronic We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary. Learn more about our business, mission, and our commitment to diversity here. It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities. If you are applying to perform work for Medtronic, Inc. (“Medtronic”) in any position which will involve performing at least two (2) hours of work on average each week within the unincorporated areas of Los Angeles County, you can find here a list of all material job duties of the specific job position which Medtronic reasonably believes that criminal history may have a direct, adverse and negative relationship potentially resulting in the withdrawal of a conditional offer of employment. Medtronic will consider for employment qualified job applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

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