Manager, IT Helpdesk

At Personalis, we are transforming the active management of cancer through breakthrough personalized testing. We aim to drive a new paradigm for cancer management, guiding care from biopsy through the life of the patient. Our highly sensitive assays combine tumor-and-normal profiling with proprietary algorithms to deliver advanced insights even as cancer evolves over time. Our products are designed to detect minimal residual disease (MRD) and recurrence at the earliest timepoints, enable selection of targeted therapies based on ultra-comprehensive genomic profiling, and enhance biomarker strategy for drug development. Personalis is based in Fremont, California.

We are actively seeking a highly motivated and experienced, hands-on, Manager, IT Helpdesk to lead our dedicated helpdesk team. The ideal candidate will be a proven leader with a passion for providing exceptional customer service and a strong technical background, particularly with MacOS and Jamf in a corporate setting. You will be responsible for the overall management and continuous improvement of our helpdesk operations, ensuring our employees receive timely and effective technical support.

In this role, you will be instrumental in developing and implementing helpdesk policies and procedures, managing the helpdesk team's performance, and serving as the primary escalation point for complex technical issues. The Manager, IT Helpdesk will play a pivotal role in maintaining high levels of internal customer satisfaction and contributing to the overall efficiency of our IT department.

• Team Leadership and Development: Supervise, mentor, and develop a team of helpdesk technicians, fostering a collaborative and high-performing work environment. Conduct regular performance reviews, provide ongoing training, and scheduling to ensure adequate coverage. Mentor and assist IT personnel with complex tier one, two, and three IT support issues
  
• Helpdesk Operations Management: Oversee the day-to-day operations of the IT helpdesk, including ticket management, prioritization, and resolution in a timely and efficient manner. Ensure all support requests are logged and tracked using our IT service management (ITSM) system.
  
• End-user Compute Endpoint Management: Lead management of Windows, macOS, and Linux endpoints, including VDI, utilizing advanced capabilities in Jamf for imaging, software deployment, patch management, security, and configuration on macOS, and PDQ Connect on Windows.
  
• Lab Endpoint Management: Manage and maintain EUC systems in a CLIA/CAP/NYSDOH/FDA regulated laboratory environment.
  
• Process Improvement and Strategy: Develop, implement, and refine helpdesk policies, procedures, and best practices to enhance service quality, efficiency, and customer satisfaction. Analyze helpdesk metrics and KPIs to identify trends, anticipate future needs, and drive continuous improvement.
  
• Technical Escalation and Problem Solving: Serve as the primary point of escalation for complex and high-priority technical issues, providing hands-on support and guidance to the team. Troubleshoot a wide range of hardware, software, and network problems.
  
• Customer Service Excellence: Champion a customer-centric approach within the helpdesk team, ensuring a positive and professional support experience for all employees.
  
• Vendor and Asset Management: Liaise with hardware and software vendors as needed for procurement, support, and issue resolution. Oversee the management of IT assets, including hardware and software inventory tracking and lifecycle management.
  
• Reporting and Communication: Prepare and present regular reports on helpdesk performance, key metrics, and team productivity to IT leadership. Communicate effectively with stakeholders across the organization regarding IT support matters.
  
• Network Management: Manage and maintain user wired and wireless networks, including supporting user network access and VLANS.
  
• User Account Management: Manage user accounts in Active Directory and other related systems and applications, including provisioning, de-provisioning, permissions, and access control.
  

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
  
• Proven experience in an IT helpdesk or technical support role, with at least 3-5 years in a leadership or management position.
  
• Strong technical knowledge of computer hardware, operating systems (Windows, macOS), mobile devices, and common business software applications, especially Google Workspace and Microsoft Office 365
  
• Strong technical knowledge of Jamf Pro macOS management, including MDM, imaging, software deployment and patch management.
  
• Strong knowledge of Active Directory (AD), DNS, DHCP, and TCP/IP.
  
• Strong experience managing user VPN, especially Cisco AnyConnect.
  
• Experience with IT service management (ITSM). Experience with Jira Service Management (JSM) is a plus.
  
• Excellent leadership, communication, and interpersonal skills with the ability to motivate and guide a team.
  
• Demonstrated ability to develop and implement effective helpdesk processes and procedures.
  
• Strong analytical and problem-solving skills with a keen attention to detail.
  
• A customer-focused mindset and a commitment to delivering high-quality support.
  
• Relevant IT certifications (e.g., ITIL, CompTIA A+, Network+) are a plus.
  

• Jamf certification.
  
• Experience with Linux and NFS.
  
• Experience working in a regulated laboratory or GxP environment.
  
• Experience assisting with the configuration of servers, storage, and network switches.
  
• Experience with Omnissa Horizon VDI solutions
  

The hiring range for this position is $130,000 to $150,000 per year, which may factor in various geographic regions. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. Our full-time regular positions also include an annual performance-based bonus (or a sales incentive plan) and long-term incentive units (equity) provided as part of our compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the level and position offered.

Personalis is an equal opportunity employer and is committed to the full inclusion of all individuals. As part of this commitment, Personalis will ensure that persons with disabilities are provided with reasonable accommodations. If you need an accommodation to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your recruiter know, if/when they contacts you.