Senior Manager, IT Service Desk
Immunome
Immunome seeks a Senior Manager for IT Service Desk to lead end-to-end support operations, overseeing an internal team and managed service provider while managing incident resolution, SLAs, device lifecycle, and lab system support.
Responsibilities
- Lead internal service desk team and coordinate with managed service provider for incident and request management
- Monitor service delivery metrics, SLAs, and ticket resolution quality
- Design and implement support coverage models and self-service adoption strategies
- Own device lifecycle management and specialized support for laboratory systems
- Represent service desk to organizational stakeholders and drive operational improvements
Requirements
- Experience managing IT service desk operations and support teams
- Proficiency in ticket management systems and SLA tracking
- Ability to manage vendor relationships and MSP partnerships
- Knowledge of device lifecycle management and lab/scientific IT systems
- Strategic planning and service design experience
- Strong stakeholder communication and escalation management
Vacancy posted 11 days ago
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