Sr. Manager, IT Service Desk

About the Role

The Manager II, IT Service Desk will lead and evolve Tarsus's Service Desk operations, overseeing the IT Service Desk, Major Incident Management, Asset Management, and Change Management. This role is ideal for a hands-on, customer-centric leader who thrives in fast-paced, regulated environments and is passionate about building scalable, high-quality IT service delivery.

This position has direct supervisory responsibility for the Service Desk team and partners closely with business stakeholders, external vendors, and IT leadership to ensure reliable, secure, and high-performing technology services across the organization. The successful candidate brings deep IT service management expertise, strong people leadership skills, and a proven ability to drive initiatives from concept through execution.

Let's talk about some of the key responsibilities of the role:

• Lead day-to-day IT Service Desk operations, ensuring consistent, high-quality support across end-user computing, L1/L2 support, AV systems, and executive support.
• Manage the Service Desk team to ensure high levels of productivity, engagement, and customer satisfaction; hire, coach, and develop team members.
• Own incident, request, change, asset, and major incident management processes, ensuring timely resolution, effective communication, and minimal business disruption.
• Define, monitor, and report key performance indicators (KPIs) including SLAs, user satisfaction, incident trends, and resolution metrics; ensure SLAs are met or exceeded.
• Manage and continuously improve the Service Now platform, including Incident, Request, Change, Asset, CMDB, Problem Management, and Reporting modules.
• Provide oversight and support for endpoint devices (laptops, iPads) and audio-visual systems across the organization
• Lead user onboarding and offboarding processes, ensuring seamless, secure access management.
• Develop, review, and maintain IT support policies, procedures, and knowledge base documentation.
• Implement continuous improvement initiatives that drive efficiency, scalability, and service quality through automation and process optimization.
• Partner with cross-functional teams such as Information Security, Network Services, and Enterprise Applications to align end-user services with organizational objectives.
• Manage vendor relationships, contracts, and third-party service delivery to ensure service quality and value.
• Embed security, compliance, and resilience into all workplace and end-user services.
• Present regular updates and insights on IT service performance and trends to leadership.
• Deliver training and support to end users and support effective organizational change management for new tools and initiatives.
• Drive adoption of AI-powered solutions, chatbots, and intelligent automation to improve resolution times and enhance the end-user experience.
• Foster a collaborative, inclusive, high-performance culture that emphasizes accountability, professional growth, and knowledge sharing.
• Stay informed on trends in digital workplace technologies, virtual work environments, and collaboration tools to guide ongoing innovation.

Factors for Success:

• Bachelor's degree in Computer Science, Information Systems, or related field, with 8+ years of experience in IT service management and end-user support.
• Experience supporting regulated industries (biotech, pharma, life sciences); familiarity with GxP and SOX preferred.
• Strong hands-on expertise with:
  • ITSM platforms (Service Now required)
  • End-user computing, AV systems, and collaboration tools (Microsoft Teams, Zoom)
  • Microsoft ecosystem (M365, Azure AD, Intune, Exchange, SharePoint)
  • Endpoint management, security, antivirus, and vulnerability management
• Deep understanding of ITIL processes and best practices; ITIL certification highly desirable.
• Experience with identity and access management (Okta, Azure AD).
• Proficiency in IT automation, scripting (Power Shell, Bash), and monitoring tools (e.g., New Relic, PRTG).
• Experience using AI tools such as Microsoft Copilot and ChatGPT.
• Familiarity with analytics and visualization tools (Power BI, Tableau) is a plus.
• Excellent written, verbal, and interpersonal communication skills.
• Proven…