Help Desk Manager

Why join Freenome?

Freenome is a high-growth biotech company on a mission since 2014 to create tools that empower everyone to prevent, detect, and treat their disease. 

To achieve this mission, Freenome is developing next-generation blood tests to detect cancer in its earliest, most treatable stages using our multiomics platform and machine learning techniques. Our first blood test will detect early-stage colorectal cancer and advanced adenomas.

To fight the war on cancer, Freenome has raised more than $1.1B from leading investors including a16z, GV (formerly Google Ventures), T. Rowe Price, BainCapital, Perceptive Advisors, RA Capital Management, Roche, Kaiser Permanente Ventures, and the American Cancer Society’s BrightEdge Ventures. 
Are you ready for the fight? A ‘Freenomer’ is a mission-driven employee who is fueled by the opportunity to make a positive impact on patients' lives, who thrive in a culture of respect and cross collaboration, and whose work makes a significant impact on the company and their career. Freenomers are determined, patient-centric, and outcomes-driven. We build teams around divergent expertise, allowing us to solve problems and ascertain opportunities in unique ways. We are dedicated to advancing healthcare, 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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