Senior IT Service Desk Lead - Lab & Enterprise Support

immunomeinc; Bothell (WA); On-site; USD 120,000 - 180,000; Full time

Job summary

Immunome is seeking a Senior Manager, IT Service Desk to own end-to-end IT support across the organization, blending hands-on service management with strategic planning. You will design coverage models, manage SLAs, and supervise an MSP while ensuring lab and scientific systems are supported.

This working manager role requires balancing daily operations with strategy, setting priorities, and guiding a growing team to keep employees productive.

Responsibilities

• Lead internal service desk and MSP to deliver end-to-end incident and request management.
• Hire, coach, and develop the team; set goals, assign work, manage performance, and balance workload between internal staff and the MSP.
• Design, document, and continuously improve service desk processes ensuring consistent execution by internal staff and MSP resources.
• Define service metrics and KPIs (e.g., SLA attainment, MTTR, MTTF, first-contact resolution, backlog aging, CSAT) and own the dashboards and leadership summaries used to communicate performance.
• Lead the design and delivery of self-service capabilities, including knowledge base content standards, catalog offerings, and report on ticket deflection and knowledge usage.
• Define requirements for ServiceNow/ITSM workflow, automation, and reporting enhancements that improve service desk delivery and measurement.
• Support MSP partnership success through defining scope and service levels, own runbooks and training, conduct ticket quality audits, and lead monthly/quarterly performance and SLA reviews with remediation plans.
• Own the onboarding process for account and hardware provisioning, coordinating team and MSP delivery against defined lead times, and partner with HR on new employee onboarding plans.
• Own the offboarding process (device retrieval, access disablement, data preservation/handoff per HR and Legal requirements, and license reclamation) and report on completion timeliness and compliance.
• Manage the process for transfers, role changes, and contractor/vendor accounts, including periodic reconciliation against HR records and reporting of exceptions.
• Design and manage the full hardware lifecycle process ( acquire , receive, inventory, tag, provision, repair, refresh, retire, dispose), with execution delivered by the team and MSP.
• Govern asset record accuracy in ServiceNow; define the reconciliation cadence against physical inventory and CMDB data and report on accuracy and variances.
• Maintain the standard hardware catalog and refresh cycle; set and monitor spare and hot-swap stock levels per site.
• Own secure disposal and data sanitization processes, including certificates of destruction, e-waste vendor management, and audit-ready documentation.
• Manage shipping and logistics processes for remote and field personnel, including return kits, and track fulfillment and return rates.
• Manage lab system device lifecycle processes (implement, maintain , retire) in partnership with Endpoint Engineering.
• Define priority and response targets for lab incidents and requests, oversee team and MSP delivery against them, and report on lab support performance.
• Coordinate with instrument vendors and field service engineers on scheduled maintenance, software upgrades, and validation constraints; maintain the associated schedules and service records.
• Establish and monitor support practices for data integrity on instrument-attached workstations, including controlled access, backup verification, and time synchronization.
• Partner with R&D on support planning and ser

Job description

Immunome is seeking a Senior Manager, IT Service Desk to own end-to-end IT support across the organization, blending hands-on service management with strategic planning. You will design coverage models, manage SLAs, and supervise an MSP while ensuring lab and scientific systems are supported.

This working manager role requires balancing daily operations with strategy, setting priorities, and guiding a growing team to keep employees productive.