Skip to main content

This job has expired

You will need to login before you can apply for a job.

Senior Manager, IT Service Management

Employer
Element Biosciences
Location
San Diego, CA
Start date
Jul 15, 2021

Job Details

Element Biosciences is a multi-disciplinary startup focused on innovating genetic analysis tools for the research and clinical markets. The Company's technology will broaden the end user experience through improved data quality and simplified workflows to benefit discoveries and diagnosis in healthcare.


Responsibilities:

  • Manage outsourced technicians to provide world class support to customers
  • Oversee all requests, incidents, and problems. Manage urgent, VIP, and complicated support issues to completion
  • Develop ticket/escalation process
  • Determine root cause of issues and communicate appropriately to stakeholders
  • Manage CMDB and own change control process to ensure IT service reliability
  • Documenting processes and monitoring support metrics
  • Work closely with other IT functions for seamless integration with end-user experience
  • Maintain appropriate inventory levels of assets and consumables
  • Own relationship with end-user equipment suppliers
  • Responsible for PC and mobile standards, selection, and support/maintenance
  • Maintain budget for service and support function



Requirements:

  • A Bachelor of Science degree in Information Technology, or equivalent field of study, with 8+ years of relevant experience (an equivalent combination of experience and education may be considered)
  • 5+ years experience as a Support Manager with Service Management
  • Able to keep current with industry trends, processes, and systems
  • Not afraid to provide direct support when needed
  • Experience with ticketing systems, asset management, ITIL
  • Familiarity with end-user compute hardware, software, and systems
  • Ability to manage small projects, document environment, and process improvement
  • Exceptional ability to provide end user support to internal departments
  • Able to generate and maintain budget
  • Advanced proficiency in determining the causes of support issues and remediation
  • Ability to keep up with remote staff and distributed vendors
  • Exceptional communication skills


We are passionate about our mission to develop high performing products to study genomics in an unprecedented flexibility and to understand biology for the improvement of healthcare. We have built a highly efficient product-driven organization where employees can learn, grow and thrive in a challenging but encouraging environment.  We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.   We offer excellent benefits, which include a 401K plan, competitive health benefits, flexible vacation, and equity incentives. 

We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.

Company

At Element Biosciences, our mission is to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. Our proprietary approach to improving the signal-to-noise ratio allows us to provide groundbreaking innovations in surface chemistry, instrumentation, and biochemistry to drastically decrease the run cost and capital cost while delivering high sequencing data quality. Founded in 2017, our headquarters is located in San Diego, California, with additional operations located in the San Francisco Bay area.

Twitter

Company info
Website
Phone
(619) 353-0300
Location
10055 Barnes Canyon Road
San Diego, CA 92121
US

Get job alerts

Create a job alert and receive personalized job recommendations straight to your inbox.

Create alert