IT Service Desk Lead

Adaptive Biotechnologies

Seattle (WA)

On-site

USD 90,000 - 135,000

Full time

14 days+

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Benefits offered by this job

Equity grant

Bonus eligible

Job summary

Adaptive Biotechnologies is seeking a Supervisor, Systems Support to lead the IT end-user support across the organization. You will guide the Systems Support team, drive service excellence, and align initiatives with business goals, partnering with stakeholders and cross-functional teams.

Ideal candidates have strong technical knowledge, proven leadership, and a data-driven approach to improve user experience, security, and operational dashboards while coaching team members to grow and perform

Qualifications

Bachelor's degree or equivalent in IT, CS, business, or related field.
7+ years in progressive IT support with leadership experience.
Experience leading service desk or end-user support teams.
Strong analytic, organizational, and communication skills.
Ability to explain technical concepts to varied audiences.
Familiarity with ITIL and service management frameworks.

Responsibilities

Provide direct supervision, coaching, development, and performance management for IT Support team members.
Establish individual and team goals aligned with department objectives.
Foster accountability, collaboration, and customer service excellence.
Oversee workforce planning, onboarding, scheduling, and resource allocation.
Manage daily service desk operations and timely incident resolution.
Coordinate major incident response and stakeholder communications.
Monitor service performance against SLAs and KPIs.