Senior Manager, IT Service Desk
Core
Own end-to-end delivery of IT support services, managing a team and MSP to handle incidents, requests, device lifecycle, and specialized lab/scientific system support.
Role type
Senior Manager, IT Service Desk
Builds
IT support services, device lifecycle management, and lab/scientific system support for employees and lab operations
Domain
Biotechnology / Clinical-stage oncology
Required skills
IT service desk management, MSP relationship management, ServiceNow/ITSM, IT asset/inventory management, hardware lifecycle management, SLA/KPI definition, team hiring and coaching, stakeholder communication
Preferred skills
Lab/scientific system support experience, data integrity knowledge, ITIL Foundation certification
Technologies
ServiceNow
Responsibilities
Lead internal service desk team and MSP for incident and request management; Design and manage onboarding/offboarding and employee lifecycle processes; Manage physical device lifecycle from acquisition to secure disposal; Oversee lab and scientific system support including vendor coordination and data integrity; Drive service improvement roadmap using metrics and automation; Represent service desk to stakeholders and manage performance reporting
Seniority
Senior, hands-on IC