Senior Manager, IT Service Desk

The posting, as Immunome, Inc. wrote it

Company Overview

Immunome is a clinical-stage targeted oncology company committed to developing first-in-class and best-in-class targeted cancer therapies. We are advancing an innovative portfolio of therapeutics, supported by a leadership team with deep experience in the design, development, and commercialization of cutting-edge therapies, including antibody-drug conjugates. Our pipeline includes varegacestat, an investigational gamma secretase inhibitor for which an NDA has been accepted by the U.S. FDA; IM-1021, a clinical-stage ROR1 ADC; IM-1617, a clinical-stage solid tumor ADC; and IM-3050, a clinical-stage FAP-targeted radioligand therapy. We are also advancing a broad portfolio of early-stage ADCs pursuing undisclosed solid tumor targets.

Position Overview

The Senior Manager, IT Service Desk owns end-to-end delivery of IT support services across the organization from ticket intake through resolution, and is accountable for the people, processes, and partner relationships that keep employees and lab operations productive. This role blends hands-on service management with strategic planning: designing coverage models, managing SLAs, overseeing an MSP relationship, and driving self-service adoption, while also owning device lifecycle management and specialized support for lab and scientific systems.

This is a working manager role. You'll set strategy and represent the service desk to stakeholders, while staying close enough to daily operations to catch quality issues, unblock your team, and support escalations when needed.

Responsibilities

Service Desk Delivery Monitoring and Management

• Lead a growing internal service desk team and a managed service provider (MSP) to deliver end-to-end incident and request management across all IT services, from ticket intake through closure.
• 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.

Onboarding, Offboarding, and Employee Lifecycle Support

• Design and manage the onboarding process for account and hardware provisioning, coordinating team and MS

[…]
Experience with IT asset/inventory management and hardware lifecycle processes.

Knowledge and Skills

• Strong communication skills, with experience presenting to non-technical business stakeholders and senior leadership.
• Experience supporting lab, scientific, or instrument-connected systems (e.g., in biotech, pharma, or R&D environments) preferred.
• Familiarity with data integrity and validation requirements for regulated or research environments preferred.
• ITIL Foundation certification or equivalent process framework experience is desirable.

Washington State Pay Range
$162,000 — $193,562 USD

Join Our Experienced, Passionate Team

Working at Immunome gives you the opportunity to make a difference in the lives of cancer patients, contribute to developing best-in-class targeted cancer therapies, and work with some of the brightest and most experienced minds in antibody-drug conjugate (ADC) development.

Immunome’s office is charged with the collective excitement and passion of people working together to develop life-changing cancer medicines. Our team thrives in an innovative, collaborative environment where employees are empowered to do their best work.

Immunome also offers a comprehensive benefit program for you and your family, including:

• Medical, dental, and vision insurance coverage for employees and their dependents, including 100% company-paid medical premiums for employees
• A 401(k) with employer match
• Employer-paid life insurance, short- and long-term disability insurance, and AD&D
• Paid time off, company holidays, and a week-long winter break between Christmas and New Years.
• Paid parental leave

E/E/O

Immunome, Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

E-Verify

Immunome, Inc. is a participant in E-Verify. Please review the following notices: E-Verify Participation Poster | Right to Work Poster (English) | Right to Work Poster (Spanish) .