Senior Manager, Service Desk

Company Description

Guardant Health is a leading precision oncology company focused on helping conquer cancer globally through use of its proprietary tests, vast data sets and advanced analytics. The Guardant Health oncology platform leverages capabilities to drive commercial adoption, improve patient clinical outcomes and lower healthcare costs across all stages of the cancer care continuum. Guardant Health has commercially launched Guardant360®, Guardant360 CDx, Guardant360 TissueNext™, Guardant360 Response™, and GuardantOMNI® tests for advanced stage cancer patients, and Guardant Reveal™ for early-stage cancer patients. These tests fuel development of its screening program, which aims to address the needs of asymptomatic individuals eligible for cancer screening.

Job Description

This role is for an innovator who can represent the user perspective and proactively develop solutions to remove friction and increase productivity. You will have worked in Service Desk environments and will be keen not to replicate your experience. You understand that the true purpose of an IT Service Desk is to anticipate and not react, develop solutions, enable users to be self-sufficient and advocate for user productivity. You have sufficient and sustained technical acumen to identify existing and emerging technologies to facilitate your mission. You do not perpetuate bureaucracy, yet can deploy processes for intelligent scaling. You believe in the power of automation to liberate Service Desk technicians from routine work and have the technical skills to drive such change across all services delivered by the team.

You will be a team player, servant leader and business partner. 

For the right person this is a unique opportunity to transform our Service Desk to an Employee Empowerment and Productivity service, join an award-winning organization within a global industry leader on a mission to conquer cancer with data.

Responsibilities:

• Transform the Service Desk experience from ticket resolution to problem elimination. Evolve team members to focus on continuous user productivity improvements with measurable objectives. Anticipate and remove friction for users. Diagnose and solve for user training needs to aid solution adoption and user productivity.
• Set objectives and distribute workload across the team. Train, coach and mentor Service Desk Specialists and facilitate their development. Develop and maintain company-wide processes for Service Desk, leveraging ITIL & ITSM best practices for management of requests, incidents and problems. Evaluate and adopt emerging technologies that will elevate the user experience.
• Evolve and mature Service Desk processes to support an international 24x7 business operations. Leverage technology solutions to supplement staff, automating detection of and response to repeated requests or issues. Propose and implement solutions for automation of manual workflow.
• Partner with multiple technology teams - IT Infrastructure, DevOps, Business Applications, Software Engineering and Information Security - to deploy or support deployment of user-impacting changes. Focus on sound engineering discipline for adoption, rapid iteration and user self-service. Develop and advise on deployment and change management strategies.
• Miscellaneous: vendor management; asset management; optimization of software licenses in use; participation in strategy and policy development; metrics development and tracking. Liaison with business leaders.

Qualifications

• 3+ years leading IT Service Desk capabilities in geographically diverse environments, preferably including offshore teams in EMEA and Asia, 
• 5+ years of IT experience as a service desk specialist/manager or engineer within an enterprise infrastructure organization.
• 3+ years experience in implementations or usage of an ITIL framework and an ITSM solution. 
• Experience managing heterogeneous environments including Mac, Windows & Linux, on desktop and mobile devices. Mixed office productivity tools including MS Office, Google Workspace & Atlassian. Working knowledge of virtual machine and remote desktop solutions.
• Comfortable interacting with people across all levels of the organization. Experience building relationships with employees, managers, peers and stakeholders, including obtaining and responding to structured user feedback.
• Analytical, problem solving, and critical thinking skills to identify trends, root causes and propose solutions.
• Must be self-directed, able to work independently, as well as work in a team-oriented and fast paced hybrid-office environment.
• Proven track record of implementing and scaling people, processes, operations, and systems.
• Project management skills: ability to handle multiple projects, manage dependencies and competing priorities. Organized,