Help Desk Manager

Why join Freenome?

Freenome is a high-growth biotech company developing tests to detect cancer using a standard blood draw. To do this, Freenome uses a multiomics platform that combines tumor and non-tumor signals with machine learning to find cancer in its earliest, most-treatable stages. 

Cancer is relentless. This is why Freenome is building the clinical, economic, and operational evidence to drive cancer screening and save lives. Our first screening test is for colorectal cancer (CRC) and advanced adenomas, and it’s just the beginning. 

Founded in 2014, Freenome has ~500 employees and more than $1.1B in funding from key investors, such as the American Cancer Society, Andreessen Horowitz, Anthem Blue Cross, Bain Capital, Colorectal Cancer Alliance, DCVC, Fidelity, Google Ventures, Kaiser Permanente, Novartis, Perceptive Advisors, RA Capital, Roche, Sands Capital, T. Rowe Price, and Verily.  

At Freenome, we aim to impact patients by empowering everyone to prevent, detect, and treat their disease. This, together with our high-performing culture of respect and cross-collaboration, is what motivates us to make every day count. 

Become a Freenomer

Do you have what it takes to be a Freenomer? A “Freenomer” is a determined, mission-driven, results-oriented employee fueled by the opportunity to change the landscape of cancer and make a positive impact on patients’ lives. Freenomers bring their diverse experience, expertise, and personal perspective to solve problems and push to achieve what’s possible, one breakthrough at a time.

About this opportunity:

Join Freenome’s Information Technology department as our new Help Desk Manager! In this role, you’ll be managing a team of help desk specialists, which includes hiring, training, supervising, and developing your staff. As a 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 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 help desk support team. This opportunity is suited to proactive and detail-oriented IT professionals with a broad set of technology skills and experience. If your experience is a fit, then don't miss out on joining us at Freenome where we're revolutionizing early cancer detection through advanced technology products and services. This role is hybrid and required to be on-site 2-3x days a week. 

The role reports to the Director, Information Technology.

What you’ll do:

• Manage and oversee the daily operations of the IT help desk, including ticketing system, incident management, and service level agreements.
• Lead direct reports, provide challenging assignments, training, and career opportunities. Hire, train, and supervise a team of technical support specialists to ensure excellent customer service and timely issue resolution.
• Develop and implement IT policies and procedures related to the help desk, ensuring compliance with industry standards and best practices.
• Monitor and report on key performance indicators (KPIs) to identify trends, areas for improvement, and opportunities for optimization.
• Collaborate with other IT teams, vendors, and stakeholders to ensure seamless integration of systems and applications.
• Stay up-to-date with the latest trends and developments in the IT industry, including new technologies and security threats.
• Provide technical support to end-users, including troubleshooting hardware and software issues, configuring systems, and resolving network connectivity problems.
• Manage the inventory of hardware and software assets, ensuring proper documentation, maintenance, and disposal.
• Promote self-service tools, automation, and the knowledge base as tools to improve service levels, end user satisfaction, and productivity.
• Ensure all technical resolutions are documented and organized in a knowledge base for easy end user reference.

Must haves:

• 7+ years of experience in hands-on IT support and troubleshooting in a corporate environment.
• 3+ years of leading experience managing at least 3 specialists.
• Good understanding of ITIL.
• Experience with core systems such as Google Workspace, Zoom, Slack, Kandji, Freshservice.
• Strong customer service and time management skills, with the ability to work effectively in a dynamic, and fast-paced environment.
• Flexibility to work weekends and after hours for IT projects/maintenance (on occasion).
• Experience building onboarding and offboarding experiences in partnership with People Operations.
• Solid relationship management and performance management skills.
• Exceptional written and oral communication skills.

Nice to haves:

• Bachelor's degree in MIS/CIS, Computer Science or equivalent professional experience.
• Industry certifications such as CCNA, MCITP, MCSA, MCSE, VCP, Cloud+, Security+ preferred.
• Experience in diagnostic labs.

Benefits and additional information:

The US target range of our base salary for new hires is $128,000 - $195,000. You will also be eligible to receive pre-IPO equity, cash bonuses, and a full range of medical, financial, and other benefits dependent on the position offered.  Please note that individual total compensation for this position will be determined at the Company’s sole discretion and may vary based on several factors, including but not limited to, location, skill level, years and depth of relevant experience, and education. We invite you to check out our career page @ https://careers.freenome.com/ for additional company information.  

Freenome is proud to be an equal opportunity employer and we value diversity. Freenome does not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Applicants have rights under Federal Employment Laws.  

• Family & Medical Leave Act (FMLA)
• Equal Employment Opportunity (EEO)
• Employee Polygraph Protection Act (EPPA)

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