Helpdesk Manager - Softheon : Job Details

Job Title: Helpdesk Manager

Job Location: On-Site

About us:

Join us in revolutionizing healthcare! We build software that simplifies the process of choosing the right health insurance for individuals. Our solutions help our health plan and government customers with the administration, reporting, and operational requirements of their plans. By tackling the complexities of enrollment, administration, renewal, billing, and more, we enable our customers and partners to concentrate on advancing their core missions.

Our Company Culture:

Our culture is built on collaboration, innovation, and appreciation. We value each employee's unique talents and contributions and understand that every individual plays a critical role in our mission to transform healthcare. Every day, we celebrate our team's dedication, creativity, and expertise, which drive us closer to our goals.

At Softheon, our mission is making healthcare more affordable, accessible, and plentiful for every American. Our vision is that everyone can access and choose the healthcare they need.

About the role:

The Helpdesk Manager at Softheon is a pivotal role designed for experienced IT support professionals ready to step into greater leadership responsibility while remaining technically hands-on. This role leads the End-User Compute (EUC) team responsible for internal user support, including helpdesk services, VDI workstations, Microsoft Teams, Outlook, and desktop productivity platforms.

Please note that this role is required to be on site at our Stony Brook headquarters full time.

You Will:

Team Leadership and Development

• Provide daily mentorship to End-User Computer Engineers and Helpdesk staff, promoting ownership, accountability, and continuous learning.

• Set technical direction and serve as a hands-on leader during incident response, major deployments, and strategic upgrades.

• Support performance reviews and career development by identifying and fostering growth opportunities.

Technical & Operational Support

• Lead the deployment, configuration, and lifecycle management of all end-user devices, including laptops, desktops, peripherals, and VDI workstations.

• Manage escalated support issues and ensure timely resolution of problems involving Microsoft Teams, Outlook, and desktop productivity platforms.

• Drive operational efficiency through automation, process improvements, and standardization across helpdesk workflows and device management.

• Define and enforce procedures for device provisioning, user access, software updates, and endpoint security.

Project and Stakeholder Management

• Plan and execute EUC-related projects including system upgrades, technology rollouts, and workstation refresh programs.

• Collaborate cross-functionally with Network, Server, Cloud, and Security teams to ensure end-user systems are integrated and aligned with enterprise standards.

• Communicate updates, risks, and decisions clearly to stakeholders and leadership.

Security and Compliance

• Enforce policies and practices to ensure end-user environments remain secure and compliant with frameworks like HIPAA, GDPR, and PCI-DSS.

• Work with the Security team to assess vulnerabilities, apply patches, and conduct regular endpoint compliance reviews.

Documentation and Process

• Maintain and continuously improve documentation for end-user device configuration, onboarding/offboarding processes, application support guides, and helpdesk workflows.

• Ensure all standard operating procedures (SOPs), knowledge base articles, and support documentation are current, accessible, and aligned with ITIL practices.

• Establish and uphold standards across the end-user computing domain for consistent service delivery and compliance.

• Regularly review documentation with the team to promote knowledge sharing and onboarding efficiency.

Talent Management

• Assist with recruiting, onboarding, and developing new team members in collaboration with Talent and Infrastructure leadership.

• Build a high-performing, collaborative team culture with a focus on mentorship, growth, and continuous improvement.

Additional Responsibilities

• Must be available for on-call duty during peak periods, providing support outside of regular working hours as needed to ensure timely resolution of critical issues.

You Have:

Education

• Bachelor's degree in Information Technology, Computer Science, or a related field.

Certifications

• Microsoft Certified: Azure Network Engineer Associate (AZ-140) (Must get within First Year of Employment)

• Microsoft Azure Fundamentals (AZ-900) (Must get within 30 days of Employment)

Experience

• 5+ years of experience in end-user computing or desktop support, with at least 2 years in a lead or mentoring role.

• Proven expertise in troubleshooting Windows, VDI environments, Microsoft 365, Teams, and device management tools like Intune or SCCM.

• Experience managing helpdesk escalations and support workflows.

Skills & Knowledge

• Strong understanding of desktop productivity platforms, collaboration tools, and endpoint security.

• Ability to lead small technical teams, influence change, and drive standardization.

• Effective communicator and collaborator with excellent documentation and process skills.

Attributes

• Eager to step into leadership while remaining hands-on with technology.

• Strategic thinker with strong organizational and prioritization skills.

• Committed to mentorship, operational improvement, and delivering excellent internal customer service.

What We Offer:

Softheon offers every full-time employee a comprehensive compensation and benefits packageincluding:

• For this position we offer a base pay of $87,400 - $125,000/yr, plus equity (when applicable), variable/incentive compensation, and benefits. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as candidate location, qualifications, skill level, and competencies.

• Work from your home company with a one-time home office stipend

• Comprehensive benefits package that includes health, vision and dental coverage for you, your spouse and dependents

• Additional benefits, including a monthly wellness stipend and internet stipend, 401K w/ a match; immediately vested, employee assistance program, disability/life insurance, and parental leave

• 15 days to discretionary PTO based on YOS

• 9 additional paid holidays

• Referral bonuses, discretionary bonus program, spot bonuses and professional development opportunities

*Please note that candidates applying for this position must reside within the United States.

Eligibility to Work in the U.S.: We are unable to sponsor or assist with visa-related processes. Candidates must have valid work authorization to work in the U.S. without any current or future need for employer sponsorship.

Join Softheon, and together, we'll shape the future of healthcare in America.

Are you ready to make a difference? Join us at Softheon and help revolutionize healthcare for all.

At Softheon, we embrace and celebrate diversity in all its forms as an equal opportunity employer. We strongly believe that employing a diverse workforce is key to our success. Our recruitment and hiring decisions are made solely on the basis of each candidate's qualifications, experience, and skills. We highly appreciate your dedication to our shared mission of making healthcare affordable, accessible, and plentiful for all. Join us in our journey towards continually building a diverse and inclusive workplace, where everyone's contributions are valued, respected, and celebrated.

Employment with Softheon is at-will, which means either the employee or Softheon may terminate the employment relationship at any time, with or without cause, and with or without notice. Nothing in this job description or in any document or statement shall be construed to constitute a guarantee of employment for a specified period of time.