Senior Manager, IT Service Desk

Immunome•Bothell, WA

About The Position

The Senior Manager, IT Service Desk owns end-to-end delivery of IT support services across the organization, from ticket intake through resolution. This working manager is accountable for the people, processes, and partner relationships that keep employees and lab operations productive. The role combines hands-on service management with strategic planning, including designing coverage models, managing SLAs, overseeing a managed service provider (MSP) relationship, encouraging self-service adoption, managing device lifecycles, and overseeing specialized support for lab and scientific systems. The manager sets strategy and represents the service desk to stakeholders while staying connected to daily operations, quality, team support, and escalations. The role leads internal staff and MSP delivery across incident and request management; develops team members and service processes; defines metrics, dashboards, and reporting; and leads improvements to ServiceNow or other ITSM workflows, automation, and self-service capabilities. It manages employee onboarding, offboarding, transfers, role changes, and contractor/vendor accounts, as well as physical hardware lifecycle operations, asset records, inventory, secure disposal, and shipping logistics. The position also oversees support processes for lab and scientific systems, including lifecycle management, incident priorities, vendor maintenance coordination, data integrity practices, and readiness for new instruments. It owns the service improvement roadmap, monitors customer feedback, and conducts service reviews with business functions. Immunome is a clinical-stage targeted oncology company developing targeted cancer therapies. The Washington State pay range for this position is $162,000–$193,562 USD.

Requirements

At least 7 years in IT support or service desk roles, including at least 3 years in a leadership or team management capacity.
Demonstrated experience managing SLAs, KPIs, and service reporting, such as MTTR, MTTF, and 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, including experience presenting to non-technical business stakeholders and senior leadership.

Nice To Haves

Experience supporting lab, scientific, or instrument-connected systems, such as in biotech, pharma, or R&D environments.
Familiarity with data integrity and validation requirements for regulated or research environments.
ITIL Foundation certification or equivalent process framework experience.

Responsibilities

Lead an internal service desk team and MSP in delivering end-to-end incident and request management across IT services.
Hire, coach, and develop team members; set goals, assign work, manage performance, and balance workloads between internal staff and the MSP.
Design, document, and continuously improve service desk processes for consistent execution by internal staff and MSP resources.
Define service metrics and KPIs, maintain performance dashboards, and communicate results through leadership summaries.
Design and deliver self-service capabilities, including knowledge base standards and service catalog offerings; report on ticket deflection and knowledge usage.
Define requirements for ServiceNow or other ITSM workflow, automation, and reporting enhancements.
Define MSP scope and service levels; own runbooks and training; audit ticket quality; and lead monthly or quarterly performance and SLA reviews with remediation plans.
Design and manage onboarding processes for account and hardware provisioning, coordinate delivery against lead times, and partner with HR on onboarding plans.
Own offboarding processes, including device retrieval, access disablement, data preservation or handoff per HR and Legal requirements, and license reclamation; report on timeliness and compliance.
Manage processes for transfers, role changes, and contractor/vendor accounts, including reconciliation against HR records and exception reporting.
Design and manage hardware lifecycle processes, including acquisition, receiving, inventory, tagging, provisioning, repair, refresh, retirement, and disposal.
Govern asset record accuracy in ServiceNow; define reconciliation cadence against physical inventory and CMDB data; report on accuracy and variances.
Maintain the standard hardware catalog and refresh cycle; set and monitor spare and hot-swap stock levels by site.
Own secure disposal and data sanitization processes, certificates of destruction, e-waste vendor management, and audit-ready documentation.
Manage shipping and logistics for remote and field personnel, including return kits; track fulfillment and return rates.
Manage lab system device lifecycle processes in partnership with Endpoint Engineering.
Define priority and response targets for lab incidents and requests, oversee delivery against those targets, and report on lab support performance.
Coordinate with instrument vendors and field service engineers on scheduled maintenance, software upgrades, and validation constraints; maintain schedules and service records.
Establish and monitor data-integrity support practices for 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.
Own the service improvement roadmap and use metrics, trend analysis, and customer feedback to prioritize workflow, automation, and process improvements.
Measure customer satisfaction and feedback themes, maintain a walk-up or office-hours presence, and lead periodic service reviews with business functions using performance reporting.