Senior Manager, IT Service Desk
Key Skills for This Role
Full Job Posting
Responsibilities
- Service Desk Delivery Monitoring and Management
- Lead a growing internal service desk team and a managed service provider (MSP) to deliver end-to-end incident and request management across all IT services, from ticket intake through closure.
- Hire, coach, and develop the team; set goals, assign work, manage performance, and balance workload between internal staff and the MSP.
- Design, document, and continuously improve service desk processes ensuring consistent execution by internal staff and MSP resources.
- Define service metrics and KPIs (e.g., SLA attainment, MTTR, MTTF, first-contact resolution, backlog aging, CSAT) and own the dashboards and leadership summaries used to communicate performance.
- Lead the design and delivery of self-service capabilities, including knowledge base content standards, catalog offerings, and report on ticket deflection and knowledge usage.
- Define requirements for ServiceNow/ITSM workflow, automation, and reporting enhancements that improve service desk delivery and measurement.
- Support MSP partnership success through defining scope and service levels, own runbooks and training, conduct ticket quality audits, and lead monthly/quarterly performance and SLA reviews with remediation plans.
- Onboarding, Offboarding, and Employee Lifecycle Support
- Design and manage the onboarding process for account and hardware provisioning, coordinating team and MSP delivery against defined lead times, and partner with HR on new employee onboarding plans.
- Own the offboarding process (device retrieval, access disablement, data preservation/handoff per HR and Legal requirements, and license reclamation) and report on completion timeliness and compliance.
- Manage the process for transfers, role changes, and contractor/vendor accounts, including periodic reconciliation against HR records and reporting of exceptions.
- Physical Device Lifecycle Management (partnering with Endpoint Engineering on management tooling)
- Design and manage the full hardware lifecycle process ( acquire, receive, inventory, tag, provision, repair, refresh, retire, dispose), with execution delivered by the team and MSP.
- Govern asset record accuracy in ServiceNow; define the reconciliation cadence against physical inventory and CMDB data and report on accuracy and variances.
- Maintain the standard hardware catalog and refresh cycle; set and monitor spare and hot-swap stock levels per site.
- Own secure disposal and data sanitization processes, including certificates of destruction, e-waste vendor management, and audit-ready documentation.
- Manage shipping and logistics processes for remote and field personnel, including return kits, and track fulfillment and return rates.
- Lab and Scientific Systems Support
- Manage lab system device lifecycle processes (implement, maintain, retire) in partnership with Endpoint Engineering.
- Define priority and response targets for lab incidents and requests, oversee team and MSP delivery against them, and report on lab support performance.
- Coordinate with instrument vendors and field service engineers on scheduled maintenance, software upgrades, and validation constraints; maintain the associated schedules and service records.
- Establish and monitor support practices for data integrity on instrument-attached workstations, including controlled access, backup verification, and time synchronization.
- Partner with R&D on support planning and service readiness for new instruments during lab build-out and capital purchases.
- Stakeholder Representation and Service Improvement
- Own the service improvement roadmap, using metrics, trend analysis, and customer feedback to prioritize ServiceNow workflow, automation, and process improvements.
- Champion the voice of the customer: measure satisfaction and feedback themes, maintain a walk-up/office-hours presence, and lead periodic service reviews with business functions backed by performance reporting.
Qualifications
- 7+ years in IT support/service desk roles, including 3+ years in a leadership or team management capacity.
- Demonstrated experience managing SLAs, KPIs, and service reporting (e.g., MTTR, MTTF, CSAT).
- Experience managing or closely partnering with an MSP or outsourced support model.
- Hands-on experience with ServiceNow or a comparable ITSM platform.
- Experience with IT asset/inventory management and hardware lifecycle processes.
- Strong communication skills, with experience presenting to non-technical business stakeholders and senior leadership.
- ITIL Foundation certification or equivalent process framework experience is desirable.
- Washington State Pay Range
- $162,000 — $193,562 USD
- E/E/O
- Immunome, Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
- E-Verify
- Immunome, Inc. is a participant in E-Verify. Please review the following notices: E-Verify Participation Poster | Right to Work Poster (English) | Right to Work Poster (Spanish).
Knowledge and Skills
- Strong communication skills, with experience presenting to non-technical business stakeholders and senior leadership.
- Experience supporting lab, scientific, or instrument-connected systems (e.g., in biotech, pharma, or R&D environments) preferred.
- Familiarity with data integrity and validation requirements for regulated or research environments preferred.
- ITIL Foundation certification or equivalent process framework experience is desirable.
- Washington State Pay Range
- $162,000 — $193,562 USD
- E/E/O
- Immunome, Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
- E-Verify
- Immunome, Inc. is a participant in E-Verify. Please review the following notices: E-Verify Participation Poster | Right to Work Poster (English) | Right to Work Poster (Spanish).
Preferred Qualifications
- Experience supporting lab, scientific, or instrument-connected systems (e.g., in biotech, pharma, or R&D environments) preferred.
- Familiarity with data integrity and validation requirements for regulated or research environments preferred.
About Immunome, Inc.
Public clinical-stage biotechnology company developing targeted oncology therapies for cancer patients.
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