Director, Service Desk

Who We Are

Machinify is a leading healthcare intelligence company with expertise across the payment continuum, delivering unmatched value, transparency, and efficiency to health plan clients across the country. Deployed by over 60 health plans, including many of the top 20, and representing more than 160 million lives, Machinify brings together a fully configurable and content-rich, AI-powered platform along with best-in-class expertise. We're constantly reimagining what's possible in our industry, creating disruptively simple, powerfully clear ways to maximize financial outcomes and drive down healthcare costs.

Location: Dallas, TX (Machinify headquarters), with responsibility for an onsite team in La Grange, KY and a geographically dispersed team.

About the Opportunity

The Director, Service Desk will lead and scale Machinify's service desk operations, managing a local team in Dallas, a team in La Grange Kentucky and a geographically distributed team with a "follow the sun model".

This role will focus on driving efficiency and service excellence through analytics, automation, and tech-forward solutions. You will be responsible for building a customer-centric culture of service delivery that supports our executives, staff, and enterprise systems, while also ensuring consistent, high-quality support across all locations.

This leader will also oversee the planning and execution of large-scale virtual corporate events (e.g., all-hands meetings, town halls), ensuring flawless technology enablement and a seamless user experience.

Key Responsibilities

• Lead, mentor, and develop the Dallas and La Grange based service desk team and remote team members.
• Define and manage KPIs, SLAs, and reporting dashboards to ensure a data-driven, analytics-first approach to service delivery.
• Drive automation initiatives to improve self-service capabilities, reduce ticket volume, and enhance response times.
• Ensure consistent IT support standards across locations, with a focus on proactive issue prevention and knowledge management.
• Partner with the C-Suite and business leaders to support executive technology needs with discretion and excellence.
• Oversee technology setup and execution for enterprise-wide virtual and hybrid events, ensuring reliable performance.
• Manage vendor relationships, contracts, and escalations for service desk technologies and tools.
• Develop and enforce IT service policies, security practices, and compliance requirements.
• Continuously evaluate emerging technologies, tools, and best practices to improve the end-user experience.

Qualifications

• Proven experience leading a multi-location or distributed IT service desk team.
• Strong background in analytics-driven IT operations, automation, and process improvement.
• Hands-on experience with service desk platforms (e.g., FreshService, ServiceNow, Jira Service Management).
• Familiarity with Microsoft 365, Zoom, Slack, and other collaboration/communication tools.
• Demonstrated success in running large-scale virtual events (town halls, all-hands, webinars).
• Excellent leadership, communication, and stakeholder management skills, especially with executives.
• Strong understanding of ITIL or similar service management frameworks.
• Bachelor's degree in Information Technology, Computer Science, or equivalent experience preferred.

Preferred Qualifications

• Experience building or scaling a service desk function in a fast-growth or tech-forward environment.
• Knowledge of cloud-first and automation-first IT support models.
• Project management certification (PMP, Agile, or similar) a plus.

Pay range: $165,000 - $215,000 USD

• This is an exempt position. The salary range is for Base Salary.Compensation will be determined based on several factors including, but not limited to, skill set, years of experience, and the employee's geographic location.

What's in it for you

• PTO, Paid Holidays, and Volunteer Days
• Eligibility for health, vision and dental coverage, 401(k) plan participation with company match, and flexible spending accounts
• Tuition Reimbursement
• Company-paid benefits including life insurance, short-term disability, and parental leave
• Remote and hybrid work options
  
  

What values we'll share with you

• Ask why
• Think big
• Be humble
• Optimize for customer impact
• Deliver results
  
  

At Machinify, we're reimagining a simpler way forward. This begins with our employees. We are innovators who value integrity, teamwork, accuracy, and flexibility. We do the right thing, and we listen to the needs of our clients and their members. As tenured experts with unmatched experience, we champion diverse perspectives that help us to better understand and serve our clients.

Our values come to life through our culture. We embrace flexible working arrangements that allow our employees to bring innovation to life in the way that best suits their productivity. We work cross-functionally, abandoning silos, to bring innovative and accurate solutions to market. We invest in each other through ongoing education and team celebrations, and we give back to our communities through dedicating days for volunteering. Together, Machinify is making healthcare work better for everyone, and we're passionate about a future with better outcomes for all.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. Machinify is an employment at will employer. We participate in E-Verify as required by applicable law. In accordance with applicable state laws, we do not inquire about salary history during the recruitment process. If you require a reasonable accommodation to complete any part of the application or recruitment process, please contact our People Operations team atMachinify_Careers@machinify.com. See our Candidate Privacy Notice at:https://www.machinify.com/candidate-privacy-notice/

#INDHP