Help Desk Manager

• Train and mentor Help Desk 1 and 2 personnel
• Partner with IT Director to perform personnel management tasks for Help Desk staff
• Work as an escalation resource for Help Desk 1 and 2 personnel
• Drive customer problem resolution via systemic solutions (MDM, scripting, etc.)
• Assist in promptly responding to user requests via ticketing system/phone calls/IM
• Assist HD staff and end-users with access/system issues
• Interface with internal partner teams to help drive best practices and compliance
• Manage user systems via MDM Software
• Write and update documentation for user reference
• Help build and establish procedures for the Helpdesk team
• Participate in a Help Desk OnCall schedule (tentatively will be one week/month. May be more to start, however.)

• 4+ Years of experience in a Help Desk role (preferably in a medium or larger company.)
• A customer-oriented approach to problem resolution
• Experience supporting Mac hardware/OSX in a Help Desk environment
• Experience supporting remote users in a distributed environment
• Experience with Jira Service desk or a similar ticketing system
• Experience with Office 365 suite
• Experience with MDM
• 1-2 year’s experience in a supervisory or management role
• Ability to lift 30 lbs. regularly and up to 50 lbs. occasionally

All employees are responsible for adherence to the Judi Health Code of Conduct including the reporting of non-compliance. This position description is designed to be flexible, allowing management the opportunity to assign or reassign duties and responsibilities as needed to best meet organizational goals.

Judi Health is a health technology company providing benefit administration solutions to employers, unions, health plans, and government entities. Judi Health replaces fragmented, outdated systems with the industry’s first Unified Claims Processing architecture, seamlessly consolidating pharmacy and medical benefit administration on a single, secure platform. By delivering true price transparency, eliminating unnecessary middleman fees, and leveraging advanced AI-powered care delivery, Judi Health helps clients achieve unprecedented operational efficiency and service levels.

At Judi Health, we’re deploying the infrastructure our country needs to deliver the healthcare we all deserve. We are the intelligence platform powering benefits plans for millions of Americans and proudly leading the next generation of care. To learn more, visit www.judi.health.

Location: Hybrid 3 days a week in Charlotte, NC office

About Judi Health

Judi Health is a next generation pharmacy benefits manager, overseeing prescription benefit plans on behalf of employers, unions, and government entities. Determined to transform an outdated model, Judi Health’s mission is to change the way prescription benefits are priced and administered in the US, unlocking enduring social change. Through our platform approach, Judi Health delivers data-driven insights and actionable strategies that reduce costs, while improving patient outcomes. Our commitment to innovation, technology, and service is the reason why Judi Health is among the fastest-growing PBMs in the country.