Service Desk Manager

Lumen Bioscience • Seattle, WA

81d • $110,000 - $125,000

About The Position

Join Lumen Bioscience as a Service Desk Manager to transform our IT support function into a world-class service organization. In this role, you'll lead a small, high-performing team while designing and implementing scalable processes that support a rapidly growing environment.

This position combines hands-on technical leadership with strategic service management. You'll architect processes aligned to business goals (e.g., Incident, Problem, Change, Knowledge Management) while also rolling up your sleeves to troubleshoot complex technical issues across Microsoft 365, endpoint management, and identity platforms. If you thrive as a "player-coach" in a fast-paced setting and enjoy improving both systems and people, we encourage you to apply.

Requirements

• 3+ years managing IT Service Desk or technical support teams.
• Proven track record of improving service metrics (e.g., MTTR, first-contact resolution, CSAT).
• Experience building teams and processes in growing organizations.
• Strong project management skills with the ability to juggle multiple initiatives and priorities.
• Microsoft 365: Advanced administration of Exchange Online, SharePoint, Teams, and OneDrive.
• Endpoint Management: Hands-on Intune experience for Windows; familiarity with macOS MDM solutions.
• Identity Management: Entra ID/Azure AD administration, including SSO and MFA.
• Ticketing Systems: Experience improving and optimizing service desk/ticketing platforms.
• Scripting: Proficiency with PowerShell (and shell or Python) for automation and reporting.
• Exceptional communication skills (written, verbal, and presentation) with the ability to communicate clearly at all levels.
• Strong analytical and problem-solving abilities.
• Customer service mindset with high emotional intelligence and empathy for end users.
• Ability to translate complex technical concepts into language understandable to non-technical stakeholders.

Nice To Haves

• Background in biotech, pharma, or healthcare IT environments
• Understanding of GxP, 21 CFR Part 11, CMMC, and/or SOC 2 requirements
• Experience with IT asset management systems
• Knowledge of network fundamentals and IoT systems
• Familiarity with laboratory and scientific computing environments
• Experience with business analysis and process improvement methodologies

Responsibilities

• Lead and mentor a team of 2-3 Service Desk analysts (with plans to grow the team over time).
• Establish and maintain SLAs/OLAs with clear performance metrics (e.g., MTTR, FCR, CSAT).
• Implement and maintain compliance-aware Incident, Problem, Change, and Knowledge Management processes.
• Drive continuous improvement using data-driven insights and root cause analysis.
• Build and maintain a service catalog and self-service portal to reduce ticket volume and improve user experience.
• Create and maintain a comprehensive knowledge base and troubleshooting guides to support first-contact resolution.
• Oversee endpoint lifecycle management for 150+ devices (Windows 11 via Intune; macOS via MDM), including provisioning, configuration, patching, and decommissioning.
• Manage Microsoft 365 tenant administration, including Exchange Online, SharePoint, Teams, and OneDrive.
• Coordinate Entra ID (Azure AD) identity management, including user provisioning, group policies, SSO, MFA, and periodic access reviews.
• Implement automation using PowerShell and Microsoft Graph API (and similar tools) to streamline repetitive tasks, reporting, and service workflows.
• Optimize and improve ticketing system workflows, queues, and reporting.
• Recruit, onboard, and develop Service Desk talent, including creating training plans and mentoring team members.
• Create career development paths and skills matrices for Service Desk staff.
• Foster a partnership-centric culture that emphasizes empathy, customer focus, and first-contact resolution.
• Coordinate cross-training to ensure coverage, knowledge redundancy, and continuity of service.
• Lead by example with hands-on support during peak periods or critical incidents.
• Partner with the Security team on endpoint compliance, incident response, and security-related policies.
• Collaborate with the Infrastructure team on monitoring, proactive maintenance, and reliability initiatives.
• Support the CSV Engineer with validated system requirements and change control processes.
• Drive process initiatives aimed at improving the overall employee experience with IT.
• Manage vendor relationships and optimize software licensing usage and costs.

Benefits

• Stock bonus
• Health, Dental, and Vision premiums fully covered by Lumen
• 401k match up to 4%
• Industry-leading PTO policy, paid refresh days, and paid year-end holiday office closure
• Monthly wellness program to support your health and well-being
• Free onsite parking or public transportation subsidies
• Comprehensive parental leave policies
• Life insurance, short & long-term disability, and access to employee assistance programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Chemical Manufacturing
• Education Level: No Education Listed
• Number of Employees: 51-100 employees