IT Operations Lead

The IT Operations Lead is responsible for owning day-to-day delivery of virtual desktop and end-user computing support for global healthcare revenue cycle operations. The role combines L3 technical depth with front-line leadership of a distributed L2/L3 support team across managed and BYOD environments and acts as the operational bridge between Client IT/EUS, Infrastructure, and Cybersecurity. This role is remote, but requires that you live in Denver, CO area.

Essential Job Functions

• Lead, schedule, and coach a distributed team of L2/L3 VDI and end-user computing engineers supporting 24x7, multi-site operations; own shift coverage, on-call rotation, and escalation paths.

• Own service-level performance for the VDI/EUC support queue: MTTR, first-contact resolution, backlog aging, and client-facing SLA adherence; report weekly to the Client IT/EUS leader.

• Act as major-incident commander for VDI, identity, and endpoint outages: run the bridge, drive vendor engagement, own stakeholder communication, and sign off RCA and corrective actions.

• Set technical standards for the team: runbooks, knowledge articles, image and configuration baselines, and peer-review of changes before they reach production.

• Build team capability through hiring input, onboarding, skills mapping, and cross-training across AWS WorkSpaces, Azure Virtual Desktop, and Windows 11 platforms.

• Partner with Infrastructure and Cybersecurity leads on patch cadence, vulnerability remediation, and secure BYOD policy; translate security requirements into operational practice for the team.

• Represent the support function in client onboarding, audits, and TPRM/HIPAA evidence requests; ensure PHI-handling controls are followed and evidenced.

• Oversee L3 technical escalations, ensuring complex performance, authentication, and endpoint issues are resolved across AWS WorkSpaces, Azure Virtual Desktop, and Windows 11 environments.

• Ensure all managed and BYOD endpoints strictly adhere to security baselines, MFA, endpoint protection, and HIPAA/PHI data handling requirements.

• Regularly participates in virtual meetings, training, coaching, audits, and other work-related interactions using Company-approved collaboration technology, including audio and video, as required by Company or client.

• Performs duties in compliance with Company’s policies and procedures, including but not limited to those related to HIPAA and compliance.

Key Success Indicators/Attributes

• Maintaining high availability, low latency, and optimal performance for AWS WorkSpaces/AWS VDI and Azure Virtual Desktop environments across multi-site operations.

• Achieving low Mean Time to Resolution (MTTR) for L2/L3 support tickets involving authentication, profiles, printing, and endpoint connectivity.

• Ensuring zero critical vulnerabilities across endpoints, maintaining robust BYOD access controls, and strictly upholding HIPAA and PHI data handling requirements.

• Demonstrating measurable improvements in troubleshooting workflows, endpoint imaging, patching cadences, and ticket deflection through automation or AI-assisted tooling.

• Delivering effective vendor management, clear root-cause analysis (RCA) reporting, and high-quality knowledge-article development to empower support teams.