IT Service Desk Manager

Lyell Immunopharma • South San Francisco, CA

5d

About The Position

Using living cells to treat – and sometimes even cure – cancer is one of the most dramatic advances in modern medicine. Patients with hematologic malignancies have been successfully treated with cell therapies. However, these profound results have not yet been achieved in patients with solid tumors, representing approximately 90% of all cancers. And for patients with hematologic malignancies, there is a need for next-generation cell therapies that can deliver increased response rates and longer duration of response. We are a clinical-stage company advancing a pipeline of next-generation CAR T-cell therapies for patients with solid tumors or hematologic malignancies. Lyell’s product candidates are enhanced with novel technology designed to generate T cells that resist exhaustion and have qualities of durable stemness in order to drive durable tumor cytotoxicity and achieve consistent and long-lasting clinical response. We were founded by cell therapy pioneers whose decades of research elevated the broader understanding of T-cell biology and its interaction with cancer. In our quest to advance next-generation CAR T-cell therapies, we have built a fully integrated company capable of discovering new technologies, translating science into therapies, manufacturing cell therapy products, and clinically evaluating them in patients. Our culture is based on Science, Respect, Collaboration, and Courage and reflects who we are, the environment we create, and our mission's urgency.
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.

Requirements

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

Nice To Haves

• Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent experience.
• Experience managing small to medium-sized projects.
• ITIL certification or similar.
• Excellent analytical skills and scientific/technical expertise.

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.

Benefits

• Employees are also eligible to participate in Lyell’s Equity Incentive Plan.
• Our Employee Benefits program is extensive and includes subsidized medical, dental and vision plans from your first day of employment, FSA, Company provided Life and AD&D Insurance as well as STD and LTD Insurance, ESPP, a 401(k) Plan with Company match, mass transit commuter benefits, cell phone reimbursement and a range of supplemental benefits that you may choose to elect.
• Our paid time-off benefits currently include Flex Time off, sick leave, 8 observed holidays as well as a floating holiday.
• We also have a winter office shutdown.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager