IT Service Desk Manager

Reporting to the SVP of Business Technology, the Service Desk Manager leads the creation and execution of the end-user computing environment, enhancing our end-users' productivity by providing greater adaptability, regardless of their location. The Service Desk Manager leads and manages our IT service desk team to ensure the efficient and effective delivery of IT support services to our organization. Maintains high levels of customer satisfaction and IT service quality while continuously improving the service desk's processes and operations.

In addition, the Service Desk Manager plays a hands-on role for about 50-60% of the time, performing the duties of a technical resource handling service desk tickets. Has excellent communication and customer service skills, attention to detail, organization, follow-up, team motivation, management and mentorship, and documentation skills.

Technical skills commensurate with experience is expected, so that the Service Desk Manager can handle trouble-shooting escalations from the Service Desk team members.

Responsibilities:

• Leads the support team to enable best-in-class customer service for all company-issued systems, including laboratory systems.
• Works on and resolves service desk tickets for about 50-60% of the time.
• Oversees daily service desk operations, ensuring prompt resolution of IT issues and requests in accordance with defined service level agreements (SLAs).
• Ensures coverage is provided across time zones and after hours/on weekends as required based on ticket severity.
• Monitors service desk metrics and key performance indicators (KPIs) to track team performance and identifies areas for improvement.
• Develops and implements service desk policies, procedures, and best practices.
• Maintains a strong focus on customer satisfaction by actively seeking feedback, addressing customer concerns, and promoting a customer-centric mindset within the team.
• Continuously improves customer support processes and communications to enhance the overall customer experience.
• Manages and prioritizes incident and service request queues, ensuring timely and appropriate responses. Coordinates with other IT teams and vendors to resolve complex issues and escalate problems when necessary.
• Oversees Jira Service Management for ticket assignments and performance expectations against SLAs.
• Manages M365 licensing and other enterprise license as applicable.
• Generates and presents regular reports on service desk performance, including incident trends, resolution times, and customer feedback, to IT leadership.
• Stays current with industry best practices and emerging technologies to drive innovation within the service desk.
• Identifies trends in support requests to remediate ongoing issues.
• Establishes and maintains a technical knowledgebase to assist end-users in resolving issues.
• Improves and automates onboarding, offboarding and other support processes for scalability and agility.
• Manages the procurement, deployment, and maintenance of IT hardware and software resources.
• Maintains inventory of equipment and software licenses.
• Leads MSP teams where appropriate, establishing a model for scalability and cross-time zones support.
• Serves as the support escalation point.
• Works with vendors as needed in order to resolve issues.
• Oversees the offices’ audio-visual (Zoom Rooms) and printer equipment.
• Responsible for end-user communication and overall IT training.
• Collaborates as needed on projects with our Infrastructure & Cybersecurity team.

Qualifications:

• Proficient with Mac and Windows devices.
• 4-6 years of demonstrated hands-on expertise in Jira Service Desk, Confluence, M365, Zoom, Okta.
• Demonstrated operational experience evaluating, designing, implementing, and leading IT services.
• Demonstrated experience managing IT process, in particular onboarding and offboarding of users.
• Demonstrated experience establishing, reporting, and improving service desk metrics.
• Relevant experience leading end-user support functions.
• Able to handle multiple tasks simultaneously, meeting deadlines.
• Excellent written and verbal communication.
• Strong knowledge of ITIL framework and best practices.
• Experience working in Pharma or Biotech preferred.
• Knowledge of lab systems and validated system controls in a biotech/pharma organization preferred.
• ITIL Foundation Certification preferred.
• CompTIA A+ or similar preferred.
• Given the criticality of the role in supporting our users, some after hours and weekend work may be required on occasion.
• This position is open to remote.

2024 Company benefits include:
Medical, dental, vision, and life insurance
401(k) plan: Neumora matches 50% of an employee’s eligible contribution, up to the first 6% of salary (up to 3% employer contribution)
Company Equity (New Hire Awards, Annual Awards, ESPP)
Annual paid time off:
Accrued Vacation Days: 15 days per year
Sick Days: 10 days per year
Company Holidays: 13 days plus summer recharge week in July and winter shutdown in December
Leave of Absence: Paid Medical Leave, Paid New Parent Bonding Leave, Paid Family Leave, paid short- and long-term disability
Discretionary year-end bonus

The salary range posted describes the minimum to maximum base salary range for this position in the location listed.  Actual salary may vary based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Base Salary Range: $118,715 - $130,493