Senior Manager, IT Service Management

Location
San Diego, CA
Posted
Jul 15, 2021
Hotbed
Biotech Beach
Required Education
Bachelors Degree
Position Type
Full time
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.