Senior Manager, Helpdesk Support
- Intellia Therapeutics
- Cambridge, MA
- Start date
- Mar 16, 2023
- Information Technology, Applications/Technical Support, Regulatory, Regulatory Affairs, Sales & Service, Customer Service
- Required Education
- Bachelors Degree
- Position Type
- Full time
- Genetown, Best Places to Work
Why Join Intellia?
Our mission is to develop curative genome editing treatments that can positively transform the lives of people living with severe and life-threatening diseases.
Beyond our science, we live our four core values: One, Explore, Disrupt, Deliver and feel strongly that you can achieve more at Intellia. We have a single-minded determination to excel and succeed together. We believe in the power of curiosity and pushing boundaries. We welcome challenging thoughts and imagination to develop innovative solutions. And we know that patients are counting on us to make the promise a reality, so we must maintain high standards and get it done.
We wantall ofour people to go beyond what is possible. We aren’t constrained by typical end rails, and we aren’t out to just “treat” people. We’re all in this for something more. We’re driven to cure and motivated for change. Just imagine the possibilities of what we can do together.
How you will Achieve More with Intellia:
Join Intellia’s Information Technology department as our new Senior Manager, Helpdesk Support! In this role, you’ll be managing a team of helpdesk support engineers, which includes hiring, training, supervising, and developing your staff. You’ll also manage our external MSP program and act as a liaison between the vendor and Intellia. As a Senior Manager, you’ll be expected to lead and influence your team, leveraging on-the-job training and team building events to foster a culture of pride, empowering them not only to close to tickets, but to identify their root causes and take ownership of seeing them through until they are resolved.
This is an opportunity to have a voice and make an impact through your ownership of process improvements and your freedom to make decisions as it pertains to the work owned by the helpdesk support team. You’ll be expected to understand and monitor the KPI’s (key performance indicators) of the helpdesk ticketing system (Fresh Service) such as busy times, ticket volumes across engineers and categories, and make recommendations to improve efficiency and to identify and resolve backlogs and critical tickets. You’ll also oversee asset management and inventory of company equipment across the organization for both on-site and remote workers. Lastly, you’ll have opportunities to participate on various project teams, and lead and participate in cross-functional initiatives, especially with regard towards building a scalable and efficient technical infrastructure to support a rapidly growing company.
A strategic thinker and self-starter with the ability to execute at a tactical level, your technical background combined with your previous experience managing a team will make you successful in this role. Although you love problem-solving and digging deep into technical issues, you’re also proud of your strong communication skills and enjoy playing a customer-facing role and speaking on behalf of your team.
A proven track record of success in building and/or managing a high-performing team is required.
Meet your future team:
Reporting to the Associate Director, IT Operations, you’ll be joining a dynamic and energetic team of 7 (with the possibility of expanding to 10 this year!) The Helpdesk Support team covers 5 buildings across our campus in Cambridge, MA. We also have a large population of hybrid workers as well as some who are fully remote who will require virtual technical support when they are not on-site. We are a highly collaborative and customer-service orientated group that isn’t afraid to roll-up their sleeves and get things done.
Helpdesk Support is a part of the larger IT Operations team, which is led by a highly technical leader who encourages his employees to take on new challenges to develop their skills and empowers them to be able to make decisions within the bounds of their role. You can expect to join a hard-working and passionate group of people who are working together to achieve one goal of bringing cures to patients.
Covid-19 Vaccination Policy: All Intellia employees, regardless of work location, must be fully vaccinated for COVID-19. This requirement includes a booster dose once eligible. Requests for exemption for medical or sincerely held religious beliefs will be considered.
EEOC Statement: Intellia believes in a diverse environment, and is committed to equal employment opportunity for all its employees and qualified applicants. We do not discriminate in recruitment, hiring, training, promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. Intellia will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.
Many of us pursuing work in the biotechnology industry are inspired by a loved one who is living with a disease or the loss of someone in our community. Rare genetic and oncological and immunological diseases not only affect the people living with often debilitating and life-threatening symptoms, but these disorders also significantly impact their families, friends and caregivers.
Our researchers work tirelessly to harness the genome editing technology CRISPR/Cas9 for human therapeutic use. Jennifer Doudna, an Intellia co-founder, and Emmanuelle Charpentier were awarded the 2020 Nobel Prize in Chemistry for their pioneering work in CRISPR. We at Intellia are humbled to have a hand in making what we believe to be medical history. As a leader in this space, we take this responsibility to patients seriously.
We are employing a modular genome editing platform to create diverse in vivo and ex vivo pipelines, spanning a range of therapeutic indications. Guided by this full-spectrum approach, we are committed to making CRISPR/Cas9-based medicines a reality for patients suffering from genetic diseases and to creating novel engineered cell therapies for various cancers and autoimmune diseases.
Change life stories with genome editing therapies!
Stock Symbol: NTLA
- (857) 285-6200
40 Erie Street
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