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