IT Service Desk Manager

Position Summary

PatientNow is looking for a proactive, hands-on IT Service Desk Manager to keep our people equipped, connected, and ready to work. You'll manage the employee technology experience from onboarding through offboarding, with particular focus on device logistics, access, and responsive IT support.

This role is based near our Greenwood Village, Colorado office. Regular onsite presence is important for receiving and preparing IT equipment, coordinating shipments, and supporting new-hire onboarding. You'll help build reliable processes while staying flexible and responsive in a fast-paced, growing environment.

Essential Duties and Responsibilities

• Coordinate employee IT onboarding and offboarding, working with People Operations and hiring managers to ensure equipment and access are ready on time.
• Receive, configure, inventory, package, and ship laptops and other IT equipment; track deliveries, returns, repairs, and replacements.
• Provide timely, approachable support for employee hardware, software, account, and access needs; troubleshoot issues or route them to the right partner.
• Provision and maintain employee accounts, application access, licenses, and permissions in line with company policies.
• Maintain accurate asset records, support documentation, onboarding checklists, and IT procedures.
• Plan and coordinate IT migration projects, including device, application, and access transitions, with clear communication and testing to minimize disruption for employees.
• Coordinate with technology vendors on purchasing, shipping, warranties, and service issues.
• Identify recurring friction and improve IT workflows through clear processes, automation, and practical tools.
• Promote secure technology practices and handle employee and company information with care.
• Be a reliable onsite IT resource for new-hire setup and other equipment needs at the Greenwood Village office.
• Familiarity with device management, identity and access management, SaaS administration, and ticketing tools.
• Experience supporting a distributed or remote workforce.
• Exposure to IT security practices or compliance requirements.
• Experience automating routine IT workflows.

Competencies: To perform the job successfully, an individual should demonstrate the following.

• Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
• Business Ethics - Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically.
• Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
• Continuous Learning - Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others. Strives to continuously build knowledge and skills.
• Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
• Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.

Education/Experience

• Experience in IT operations, IT support, help desk, or systems administration, ideally in a startup or other fast-paced environment.
• Hands-on experience preparing and managing employee devices, inventory, and equipment shipments.
• Experience supporting employee onboarding and offboarding, including account and application access.
• Strong troubleshooting and prioritization skills, with the ability to manage requests independently and communicate updates clearly.
• A proactive, service-oriented approach and comfort moving between planned work and urgent needs.
• The ability to create structure, documentation, and repeatable processes without slowing the business down.
• Based within reasonable commuting distance of Greenwood Village and able to be onsite for equipment and onboarding needs.

In this role, you'll get to

• Work at the intersection of innovation and impact, helping real-world practices grow and thrive in a rapidly expanding market;
• Collaborate with a talented, curious team that values experimentation, learning, and customer empathy;
• Be empowered to lead with autonomy while supported by strong leadership and product discipline; and
• Help modernize aesthetics software in an industry that's ripe for transformation through innovative, AI-native technology.

Physical Demands

• While performing the duties of this job, the employee is regularly required to sit at a desk and work on a computer for prolonged periods.
• The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
• Employment may be contingent on a background check conducted at the stage permitted by applicable law. Applicants will receive any required disclosures and notices separately.

• Note: PatientNow jobs are listed on our careers page patientnow.com/careers and select job boards.
• We will never ask for payment or sensitive info.
• Official emails come from @patientnow.com, @recura.ai or

Values

• We deliver simplicity - We take complex problems and make them clear, actionable, and easy to understand. We avoid over-engineering and focus on what truly matters for our customers and our teams. Simplicity is not about doing less - it's about removing friction and delivering clarity.
• We set the pace - We take full responsibility for results, not just our tasks. We act with both urgency and accuracy. We follow through, solve problems, and step in when something needs to be done with appropriate pace. This means being accountable, proactive, and committed to delivering outcomes that accelerate our customers' business and our industry.
• We act with intention - We are thoughtful in how we work, communicate, and make decisions. We act with purpose, prioritize effectively, and consider the impact of our actions on customers, teammates, and the business. We don't operate on autopilot - we choose how we show up.
• We practice precision - We hold ourselves and each other to a high standard. We take pride in our work, pay attention to details, and continuously look for ways to improve. Quality is not optional - it's how we build trust with our customers and each other.