IT Service Desk Manager

Role Summary

We are seeking a proactive and experienced IT Service Desk Manager to lead our help desk team in delivering exceptional support to standard and research lab users across our three locations: South San Francisco, Seattle, and Bothell, Washington. This role combines traditional IT service desk management with specialized responsibilities for laboratory environments. The ideal candidate thrives in a fast-paced environment, is able to juggle multiple priorities with ease, has a strong technical background with traditional IT systems and specific experience supporting lab systems and instrumentation, possesses a strong commitment to customer service, demonstrates accountability, and fosters a results-oriented, metrics-driven culture within the team.

Responsibilities

• Manage, mentor, and develop a team of IT support professionals to ensure timely and effective resolution of end-user issues across all three sites.
• Champion a customer-first mindset and foster a collaborative, positive service desk culture.
• Oversee daily operations of the IT Service Desk, including ticket management, call handling, and escalation procedures in a dynamic, fast-paced setting.
• Provide technical assistance and troubleshooting for Windows PCs, Macs, label printers, lab instruments, and other accessories.
• Balance and prioritize multiple tasks and user needs, adapting quickly to changing circumstances.
• Analyze support metrics, identify trends, and recommend improvements to processes, tools, and technologies.
• Continuously seek out and champion improvements in ITSM processes and service delivery to ensure the highest standards of support.
• Ensure high levels of customer satisfaction by upholding service level agreements (SLAs) and following up on user feedback.
• Coordinate with other IT teams and departments to resolve complex technical issues and facilitate seamless IT operations.
• Develop and maintain comprehensive documentation, standard operating procedures, and training materials.
• Manage staffing schedules to provide coverage for all sites and support after-hours as needed.
• Oversee day-to-day operation and maintenance of lab and research instruments, working closely with scientists to ensure reliable and secure operation of all laboratory-connected devices.
• Provide priority support for IT lab issues including instrument connectivity, data backup, computer setup, and network-connected devices used in laboratories.
• Maintain inventory of laboratory IT equipment and ensure security and upkeep of all connected devices.
• Maintain up-to-date documentation on laboratory systems configuration and project status.
• Administration of Microsoft 365, including Exchange Online, SharePoint Online, and OneDrive for Business.
• Proficiency managing Okta for identity and access management, supporting secure authentication and seamless platform integration.
• Experience in supporting Zoom and Zoom Conference Rooms, including setup, troubleshooting, and organizing All Hands meetings.
• Experience working with and administering FreshService or similar ITSM platforms.

Qualifications

• Preferred: Minimum of 5+ years of experience managing an IT service/help desk team in a multi-site environment.
• Preferred: 3+ years of experience supporting and maintaining network-connected devices and computers used in laboratories.
• Preferred: Strong leadership and people management skills with a proven track record of driving team performance.
• Preferred: Strong technical background with a good understanding of Windows/Mac support, Microsoft 365, Zoom, and Slack.
• Preferred: Exceptional customer service orientation and communication skills, with excellent oral and written communication abilities.
• Preferred: Demonstrated experience with IT service management (ITSM) tools and processes.
• Preferred: Ability to analyze and report on service desk metrics and implement data-driven improvements.
• Preferred: Excellent organizational, problem-solving, and follow-up abilities, especially in a fast-paced environment with frequent competing demands.
• Preferred: Ability to work independently and collaboratively among cross-functional teams.
• Preferred: Ability to work efficiently, prioritize workflow, meet deadlines, and balance competing priorities.
• Preferred: Experience managing small to medium-sized projects.
• Preferred: ITIL certification or similar.
• Preferred: Excellent analytical skills and scientific/technical expertise.

Education

• Preferred: Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent experience.