Senior Manager, IT Service Desk

The role

This person will own end-to-end delivery of IT support services, including people, processes, and partner relationships. They will manage a service desk team and an MSP to support employees and lab operations.

What you will do

• Lead an internal service desk team and a managed service provider (MSP).
• Hire, coach, and develop the team.
• Design, document, and improve service desk processes.
• Define service metrics and KPIs and own performance dashboards.
• Lead the design and delivery of self-service capabilities.
• Define requirements for ServiceNow/ITSM workflow and automation.
• Support MSP partnership through scope definition and performance reviews.
• Manage the onboarding and offboarding processes for employees.
• Design and manage the full hardware lifecycle process.
• Manage lab system device lifecycle processes in partnership with Endpoint Engineering.

Required qualifications

• 7+ years in IT support/service desk roles
• 3+ years in a leadership or team management capacity
• Demonstrated experience managing SLAs, KPIs, and service reporting
• 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

Nice to have

• Experience supporting lab, scientific, or instrument-connected systems
• Familiarity with data integrity and validation requirements for regulated or research environments
• ITIL Foundation certification or equivalent process framework experience

Benefits

• Medical, dental, and vision insurance coverage for employees and dependents
• 100% company-paid medical premiums for employees
• 401(k) with employer match
• Employer-paid life insurance, short- and long-term disability insurance, and AD&D
• Paid time off
• Company holidays
• A week-long winter break between Christmas and New Years
• Paid parental leave

About the company

Immunome is a clinical-stage targeted oncology company committed to developing first-in-class and best-in-class targeted cancer therapies. The company is advancing an innovative portfolio of therapeutics, including antibody-drug conjugates.