Description Salary Range: $90,000 - $110,000 About Designs for Health Designs for Health is a trusted innovator in the nutraceutical space, committed to delivering science-first, evidence-based products to healthcare practitioners and consumers. With a growing team of 500+ employees across North America, we aim to optimize health outcomes through quality, integrity, and continuous improvement.
Position Overview IT Service Desk & Operations Manager The IT Service Desk & Operations Manager is responsible for leading and improving the Designs for Health (DFH) IT Service Desk, supporting employees, customers, patients, and vendors. This role includes implementing digital collaboration capabilities through Microsoft 365 and establishing service level agreements (SLAs) for key IT service categories. This position works closely with stakeholders across the enterprise to transition the current remote support model to a service-driven approach. The role interfaces with executives, directors, internal and external remote employees, and IT Service Desk analysts.
Essential Duties: • Plan and coordinate daily Service Desk operations and workflows
• Develop and implement IT service desk processes, SLAs, policies, and procedures, including regular status communication
• Design, implement, and manage the Desk365 knowledge base to enhance user experience
• Ensure prompt incident resolution and high-quality customer service
• Provide remote troubleshooting for software, hardware, networking, and connectivity issues
• Develop and track key metrics and KPIs; report insights to leadership to drive consistency and improvement
• Document common issues and solutions; maintain the knowledge base
• Escalate unresolved problems to appropriate IT leadership
• Manage employee onboarding and offboarding, ensuring timely and secure IT setup
• Serve as the primary escalation point for complex IT issues
• Oversee configuration of Service Desk tools including view creation, ticket routing, and optimization of self-service features
• Monitor service desk performance and ensure timely ticket resolution in line with SLAs
• Collaborate with cross-functional teams on IT projects, upgrades, and security initiatives
• Ensure adherence to IT security policies and relevant regulatory standards
• Mentor and train junior analysts to build technical and customer service capabilities
• Identify opportunities for automation and process improvement
• Perform other duties as assigned by IT Leadership
Qualifications: • Minimum 5 years of IT Service Desk/Help Desk and remote support experience
• Industry certifications in IT hardware, security, and/or ITIL preferred (e.g., CompTIA A+, Network+, Microsoft certifications)
• Proficient in Microsoft 365, Windows 11, Google Workspace, Active Directory, Azure Entra ID
• Experience with Zendesk or similar platforms, including creating views, routing, and automation
• Familiar with networking, VPNs, and IT infrastructure
• Prior experience supporting business systems such as Oracle NetSuite and Sage X3 is a plus
• Strong analytical and troubleshooting skills
• Effective communicator capable of explaining complex issues to technical and non-technical stakeholders
• Excellent interpersonal and customer service skills
• Strong documentation and knowledge base management skills
• Ability to perform in a high-demand, fast-paced environment
• Strong commitment to security compliance and IT best practices
Competencies: • Strong sense of urgency and task prioritization
• Excellent communication and follow-through
• Strong attention to detail
• Effective team building and collaboration
• Customer service mindset
• Project management and organizational skills
• Continuous improvement and innovation focus
Why Join Designs for Health? - Mission-driven company with a commitment to science-based wellness
- Growing team with opportunities to innovate and make an impact
- Collaborative, values-driven culture
- Competitive compensation and comprehensive benefits
Physical Demands: This is primarily a sedentary role, requiring regular use of hands for typing and communication. The role may occasionally require lifting items up to 30 lbs. Reasonable accommodations may be made to support individuals with disabilities in performing the essential functions.
Privacy Your application for this position is subject to Designs for Health's Privacy Notice for Job Applicants and Workforce Members. Designs for Health does not sell your personal information, nor does Designs for Health share it for purposes of cross-context behavioral advertising.
Our Commitment to Diversity, Inclusion & Belonging Designs for Health is an equal opportunity employer. We welcome diversity and are committed to creating an inclusive environment where all employees can grow and thrive. Our employees form meaningful and often life-long connections while working at Designs for Health. We are all passionate about our mission of designing a well world, together.