NeoGenomics Laboratories · 2 months ago
Senior Service Desk Manager
Fort Myers, FL
Full-time
Onsite
Senior Level
7+ years expNeoGenomics Laboratories is committed to employee development and offers a dynamic work environment. They are seeking a Senior Service Desk Manager responsible for leading the global Service Desk and Application Production Support teams, ensuring high-quality service delivery and continuous improvement in IT service management.
BiotechnologyGeneticsHealth CareHealth DiagnosticsMedicalPharmaceutical
Responsibilities
Provides leadership for the service desk and application production support teams in a “follow the sun” ITIL support model, including planning, coaching, performance development, and mentoring
Develop and maintain formal procedures for consistency and increased productivity
Own, investigate and follow-up on executive-level escalations, and triage all escalated Service Desk requests
Prioritize and escalate requests to assure compliance with Service Level Agreements (SLA)
Own the change management and incident management processes
Manages the professional and technical development of staff by coaching, setting goals, and monitoring delivery and quality of work
Lead teams to provide exceptional customer service through excellent technical proficiency and a strong customer orientation
Responsible for new hire recruiting, conducts performance reviews/promotions, and provides guidance on improving deficiencies for staff
Responsible for continuous ITSM improvements and elimination of non-value-added processes
Qualification
Required
7 years of Information Technology experience required
Ability to delegate and hold staff accountable
Ability to set priorities and define what is most important
Preferred
Bachelor's Degree in Information Technology preferred
ITIL Foundation Certification preferred
Formal management training such as Capella or equivalent preferred
Service desk-related certifications (ITIL, HDI, etc.) preferred
ServiceNow experience a plus, but not mandatory
Service Desk – at least 3 years preferred
Supervisory role (any industry) – 5-7 years preferred
Customer Service (any industry) – 5 years preferred
Practical knowledge and experience with compliance standards such as HIPAA, SOC, SOX, 21 CFR 11, CAP, CLIA and/or GDPR preferred
Benefits
Highly competitive benefits with a variety HMO and PPO options
401k match
Employee Stock Purchase Program
Tuition reimbursement
Leadership development
16 days of paid time off plus holidays
Wellness courses
Highly engaged employee resource groups
Company
NeoGenomics Laboratories
NeoGenomics, Inc. is a premier cancer diagnostics company specializing in cancer genetics testing and oncology data solutions.
1001-5000 employees
H1B Sponsorship
NeoGenomics Laboratories has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (10)
2023 (2)
2022 (4)
2021 (3)
2020 (7)
Funding
Current Stage
Public CompanyTotal Funding
$925.9M2021-05-05Post Ipo Equity· $200M
2020-04-30Post Ipo Equity· $125.4M
2020-04-30Post Ipo Debt· $175M
Leadership Team
Ravi Ada
Chief Technology Officer, Informatics Division
George A. Cardoza
Chief Financial Officer
Recent News
2026-01-14
2026-01-13
2026-01-13
Company data provided by crunchbase