IT Service Desk Manager

Using living cells to treat – and sometimes even cure – cancer is one of the most dramatic advances in modern medicine. Patients with hematologic malignancies have been successfully treated with cell therapies. However, these profound results have not yet been achieved in patients with solid tumors, representing approximately 90% of all cancers. And for patients with hematologic malignancies, there is a need for next-generation cell therapies that can deliver increased response rates and longer duration of response.

We are a clinical-stage company advancing a pipeline of next-generation CAR T-cell therapies for patients with solid tumors or hematologic malignancies. Lyell’s product candidates are enhanced with novel technology designed to generate T cells that resist exhaustion and have qualities of durable stemness in order to drive durable tumor cytotoxicity and achieve consistent and long-lasting clinical response. We were founded by cell therapy pioneers whose decades of research elevated the broader understanding of T-cell biology and its interaction with cancer.

In our quest to advance next-generation CAR T-cell therapies, we have built a fully integrated company capable of discovering new technologies, translating science into therapies, manufacturing cell therapy products, and clinically evaluating them in patients. Our culture is based on Science, Respect, Collaboration, and Courage and reflects who we are, the environment we create, and our mission's urgency.

We are seeking a proactive and experienced IT Service Desk Manager to lead our help desk team in delivering exceptional support to standard and research lab users across our three locations:
South San Francisco, Seattle, and Bothell, Washington. This role combines traditional IT service desk management with specialized responsibilities for laboratory environments. The ideal candidate thrives in a fast-paced environment, is able to juggle multiple priorities with ease, has a strong technical background with traditional IT systems and specific experience supporting lab systems and instrumentation, possesses a strong commitment to customer service, demonstrates accountability, and fosters a results-oriented, metrics-driven culture within the team.

• Manage, mentor, and develop a team of IT support professionals to ensuretimelyand effective resolution of end-user issues across all three sites.
• Champion a customer-first mindset and foster a collaborative, positive service desk culture.
• Oversee daily operations of the IT Service Desk, including ticket management, call handling, and escalation procedures in a dynamic, fast-paced setting.
• Provide technicalassistanceand troubleshooting for Windows PCs, Macs, label printers,lab instruments,and other accessories.
• Balance and prioritize multiple tasks and user needs, adapting quickly to changing circumstances.
• Analyze support metrics,identify trends, and recommend improvements to processes, tools, and technologies.
• Continuously seek out and champion improvements in ITSM processes and service delivery to ensure the highest standards of support.
• Ensure high levelsof customer satisfaction by upholding service level agreements (SLAs) and following up on user feedback.
• Coordinate with other IT teams and departments to resolve complex technical issues andfacilitateseamless IT operations.
• Develop andmaintaincomprehensive documentation, standard operating procedures, and training materials.
• Manage staffing schedules to provide coverage for all sites and support after-hours as needed.
• Oversee day-to-day operation and maintenance of lab and research instruments, working closely with scientists to ensure reliable and secure operation of all laboratory-connected devices.
• Provide priority support for IT lab issues including instrument connectivity, data backup, computer setup, and network-connected devices used in laboratories.
• Maintain inventory of laboratory IT equipment and ensure security and upkeep of all connected devices.
• Maintain up-to-date documentation on laboratory systems configuration and project status.
• Administration of Microsoft 365, including Exchange Online, SharePoint…