{"id":2623447,"url":"https://alion.io/job/datavant-desktop-operations-lead","title":"Desktop Operations Lead","company":{"id":2448,"name":"Datavant","domain":"datavant.com","url":"https://alion.io/company/datavant","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":80,"open_postings":8,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":7,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":88000,"max_usd":201000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1126},"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"IAM","optional":true},{"name":"Incident Management","optional":true},{"name":"ITSM","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-10-15T13:18:13Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-15T14:18:17Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Datavant is the data collaboration platform trusted for healthcare. Guided by our mission to make the world’s health data secure, accessible and actionable, we provide critical data solutions for organizations across the healthcare ecosystem - including providers, health plans, researchers, and life sciences companies. From fulfilling a single patient’s request for their medical records to powering the AI revolution in healthcare, Datavanters are building the future of how data is connected and used to improve health. \nBy joining Datavant today, you’re stepping onto a driven and highly collaborative team that is passionate about creating transformative change in healthcare.\nAbout the Role\nThe Desktop Operations (DTO) Lead is a senior, hands-on leader who runs the daily operations of our Desktop Operations team. As the main escalation point for urgent and high-impact issues, you will own the quality and consistency of the team's work, help drive process improvement, and represent the team in specific meetings and projects. Our team includes both fully remote staff and members based in our physical offices, so you will also coordinate onsite project work and office-related improvements alongside the team's remote work.\nThis is a working-lead role rather than a formal people-management position. You will coach team members, triage and direct work, and propose operational and business decisions. Formal people-management responsibilities such as 1:1s, performance reviews, compensation, and hiring or termination decisions stay with the Desktop Operations Manager, who you will advise and support.\nWe hold this team to a higher standard than a typical L1 support team. Our technicians are autonomous, proactive, and accountable for their own work, which includes raising capacity concerns early and partnering with each other to redistribute work when someone needs help. As Lead, you will help hold that bar by monitoring team performance and surfacing where it is or isn't being met.\nWhat You'll Do\nMost of this role is oversight and stepping in on the exceptions, not doing everything yourself. The team owns the day-to-day work; you keep it running well, catch what needs attention, and drive improvements over time. Expect to ramp into it, getting a handle on escalations and quality first, then building out the proactive work.\nEscalation and incident triage (primary focus)\nBe the main point of contact for escalations from other leaders, teams, and stakeholders.\nStep in on the situations that go beyond a single technician's scope. Technicians own and prioritize their own queues, so you focus on the exceptions, and jump in when a ticket is clearly being neglected or mishandled.\nDo a couple of quick queue sweeps a day as a safety net, watching for major or whole-office incidents, executive impact, and tickets that are aging, reopened, or near SLA. (Tickets are auto-assigned through round-robin.)\nOwn coordination of major desktop and endpoint incidents through resolution.\nHandle what you can at the team level, and bring only business-critical or sign-off items to the Manager, with the context to decide.\nSpot recurring escalation themes and feed them into longer-term fixes.\nQuality, standards, and metrics\nSpot-check completed tickets for quality and consistency with team standards.\nKeep an eye on documentation. Each technician updates or creates one doc a week; you make sure it is happening and that the quality holds up.\nTrack team KPIs and SLAs such as resolution time, reopen rate, CSAT, backlog, and ticket aging.\nWatch performance against our higher-than-L1 bar of autonomy, proactivity, and accountability, and flag where people are excelling or slipping.\nGive the Manager a regular metrics summary that calls out trends and root causes.\nProcess and continuous improvement\nWe are not a typical L2 team; we think of ourselves as business enablers. When we see an issue, we look for a way to handle it better next time and cut ticket volume, rather than just closing the ticket. You will help drive this alongside the team.\nTurn recurring problems into permanent fixes instead of solving the same thing repeatedly.\nWith the team, propose automation and workflow improvements that reduce ticket volume and manual effort.\nLead a project to build a proper ticket priority and impact framework: an ITIL-aligned model with end-user impact and urgency inputs, working with the Jira team to implement it.\nOnsite and physical office operations\nBe the advisory and oversight point for office-related escalations and improvements. Office managers can come to you when onsite work is not being handled well.\nCoordinate office project work the Manager delegates. Day-to-day onsite work stays with the onsite technicians, who prioritize it and keep stakeholders informed.\nStay looped in on AV and vendor activity. Onsite members coordinate directly with the AV vendor; you keep tabs and flag anything that needs attention.\nKeep an eye on office hardware and asset needs. The remote IT Asset Management team owns shipping and onsite members handle orders; you flag gaps or recurring problems.\nKeep the Manager informed of anything affecting a whole office, and bring office process changes for approval before rolling them out.\nCoaching and team development\nOffer technical mentorship and coaching in the moment.\nNotice skill gaps, training needs, and workload imbalances, and advise the Manager to inform 1:1s and reviews. (Formal 1:1s, reviews, and personnel decisions stay with the Manager.)\nStakeholder and cross-team representation\nRepresent Desktop Operations in specific projects or cross-team meetings the Manager delegates, bringing sign-off items back with the context to decide.\nBe a day-to-day point of contact for partner teams on the work you are handling.\nHow the Role Works\nYou will decide independently on:\nEscalation routing and triage decisions\nIn-the-moment coaching and quality feedback to team members\nDay-to-day operational direction within established standards\nOffice-manager escalations about onsite work, and coordination of office project work the Manager has delegated\nYou will recommend, with the Manager approving:\nProcess, workflow, and SOP changes\nOffice-related process changes and improvements, for a single site or across locations\nTooling purchases or changes that involve spend\nPolicy changes or anything that affects other teams\nInput into hiring, development plans, and performance discussions\nThe Manager retains:\nFormal 1:1s, performance reviews, and personnel decisions\nCompensation, hiring, and termination decisions\nFinal sign-off on business decisions and budget\nWhat You'll Bring\nAt least 5 years of progressive, hands-on desktop support or desktop engineering experience.\nA track record of informal leadership, such as mentoring peers, owning incidents from start to finish, and being a trusted go-to for escalations. Formal lead or management experience is a plus but not required; this role suits a strong individual contributor ready to step into leadership.\nStrong incident management and troubleshooting skills under pressure.\nA solid grounding in desktop engineering: device management, configuration, provisioning and imaging, OS deployment, and patching.\nFamiliarity with IAM principles and SSO. Our environment uses Microsoft Entra.\nHands-on experience with endpoint and MDM tooling across Windows and Mac. We use Microsoft Intune for Windows and Mosyle for Mac, and experience with comparable platforms such as Jamf for Mac or Configuration Manager/SCCM for Windows carries over well.\nWorking knowledge of ITSM and ITIL processes and tooling. We use Jira for ticketing and issue tracking and incident.io for managing major business-impacting incidents.\nStrong written and verbal communication, including the ability to explain technical detail to non-technical people.\nGood organizational skills and sound judgment about what to handle and what to escalate.\nExperience supporting a distributed workforce across both remote and physical office environments.\nNice to Have\nITIL foundation or familiarity with incident, problem, and change management.\nExperience building or maintaining SOPs, runbooks, and operational documentation.\nFamiliarity with reporting and metrics tooling and dashboards.\nWhat Success Looks Like\nEscalations are handled quickly and consistently, with only the right items reaching the Manager.\nTeam metrics and quality are visible and trending in the right direction.\nRecurring issues steadily decline as permanent fixes take hold.\nThe team's work stays consistent and in line with standards.\nOnsite and remote members work to the same standards, and office issues are caught early.\nThe team keeps moving toward a more proactive, business-enabling state.\nTo ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Datavant Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.\nThis job is not eligible for employment sponsorship.\nDatavant is committed to a work environment free from job discrimination. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. To learn more about our commitment, please review our EEO Commitment Statement here. Know Your Rights, explore the resources available through the EEOC for more information regarding your legal rights and protections. In addition, Datavant does not and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay. \nAt the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your answers will be anonymous and will help us identify areas for improvement in our recruitment process. (We can only see aggregate responses, not individual ones. In fact, we aren’t even able to see whether you’ve responded.) Responding is entirely optional and will not affect your application or hiring process in any way.\nDatavant is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need an accommodation while seeking employment, please request it here, by selecting the ‘Interview Accommodation Request’ category. You will need your requisition ID when submitting your request, you can find instructions for locating it here. Requests for reasonable accommodations will be reviewed on a case-by-case basis.\nFor more information about how we collect and use your data, please review our Privacy Policy.","description_format":"text","description_chars":11179,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Revenue Cycle & Medical Billing","Health Data & Interoperability","Data Marketplaces, Sharing & Clean Rooms"],"lifecycle":[{"event":"open","at":"2026-10-15T14:18:17Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":7,"reasons":["conf:3","win:early"],"computed_at":"2026-10-15T17:31:20Z"},"pay":null,"html_url":"https://alion.io/job/datavant-desktop-operations-lead","json_url":"https://alion.io/job/datavant-desktop-operations-lead.json","meta":{"generated_at":"2026-10-15T17:31:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26523,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2448},"rest":"https://alion.io/mcp/rest/get_company?id=2448"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdatavant-desktop-operations-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdatavant-desktop-operations-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdatavant-desktop-operations-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/datavant-desktop-operations-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdatavant-desktop-operations-lead"}]}