Senior Manager, Virtual Desktop & Application Services

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

CVS Health is seeking an accomplished and technically hands-on leader to serve as Sr. Manager of Virtual Desktop & Application Services. This role is responsible for leading the operational delivery and continual evolution of enterprise-scale virtual desktop and application access services ensuring high availability, performance, and security across a large, complex global enterprise.

Our platforms support a diverse and distributed colleague base across multiple regions, data centers, identity domains, and hosting models, including Citrix Cloud, Microsoft Azure, and Windows 365. These services are mission-critical, enabling productivity for frontline workers, clinicians, and corporate teams that support millions of patients and customers.

This is a highly visible role requiring operational discipline, technical depth, strategic execution, and strong cross-functional leadership. The ideal candidate combines experience managing complex infrastructure platforms with the ability to lead teams, drive automation, support enterprise goals, and partner with stakeholders to ensure secure and seamless access to the modern digital workspace.

Key Responsibilities

• Lead operations and engineering for Citrix Cloud, Azure Virtual Desktop, Windows 365, and application delivery services supporting a global user base.
• Own the availability, health, and performance of the virtual desktop and application platforms across multiple regions, Active Directory domains, and cloud environments.
• Partner with business stakeholders and IT leadership to align platform capabilities with user needs, enterprise initiatives, and organizational goals.
• Serve as the senior escalation point for major incidents; oversee root cause analysis, resolution planning, and preventative improvements.
• Drive continuous improvement through monitoring, automation, policy enforcement, and proactive issue detection.
• Ensure all platform components meet enterprise security standards, including compliance with identity, access, and data protection policies.
• Manage vendor relationships, licensing, contracts, and support SLAs with key partners (Citrix, Microsoft, AWS, and others).
• Define and track operational KPIs and service-level objectives; report metrics to IT leadership and business stakeholders.
• Lead a high-performing team across engineering and operations; mentor staff, grow talent, and build a culture of ownership, excellence, and accountability.
• Collaborate across infrastructure, InfoSec, networking, identity, and application teams to ensure seamless end-to-end user access.

Required Qualifications

• 10+ years of experience in enterprise infrastructure or end-user computing, with 3+ years in a leadership role managing virtual desktop or application delivery platforms.
• 5+ years of experience operating large-scale Citrix and cloud-hosted desktop environments across complex, hybrid enterprise architectures.
• 5+ years of experience in:
  • Citrix Cloud, Virtual Apps & Desktops, NetScaler
  • Microsoft Azure, Windows 365, Intune, FSLogix, Entra ID
  • PowerShell scripting and infrastructure automation
  • Familiarity with AWS-hosted application or VDI platforms (preferred)
• 3+ years of experience managing services across multiple regions, data centers, and identity domains with high availability and performance expectations.

Preferred Qualifications

• Excellent communication, incident management, and leadership presence across both technical and business audiences.
• Strong track record of vendor and contract management, platform ownership, and cross-functional execution.
• Experience supporting 25,000+ users in a regulated, distributed enterprise environment.
• Knowledge of ITIL practices, SRE principles, and proactive monitoring strategies.
• Certifications in Citrix, Azure, AWS, or related technologies are highly valued.
• Familiarity with enterprise browser strategies or secure app delivery models a plus.

Education

• Bachelor’s degree or equivalent experience (High School Diploma and 4 years relevant experience)