Precision Medicine Group · 21 hours ago
Director ITSM Service Desk
United States
Full-time
Remote
Director/Executive
$147K/yr - $200K/yr
10+ years expPrecision Medicine Group is a leader in delivering clinically centered technologies, and they are seeking a Director of ITSM Service Desk for North America. This role is responsible for overseeing Service Desk operations, improving service delivery through innovation, and enhancing customer experience while leading a high-performing team.
BiotechnologyHealth Care
Responsibilities
Lead North America Service Desk operations, accountable for daily service delivery, workforce performance, and the execution of defined ITSM processes
Develop, coach, and guide staff to build a high-performing, scalable organization focused on operational excellence, service quality, and customer-centric outcomes
Deliver operational modernization and service improvement initiatives—including automation, self-service, knowledge management, and process standardization—to enhance efficiency, scalability, and the overall end-user experience
Oversee end-user computing and support services, including device lifecycle management, patch compliance, configuration management, and desktop support for clinically centered technologies
Establish clear role definitions, support workflows, and consistent operating standards to maximize accountability and minimize operational friction
Ensure effective execution of identity and collaboration services, including Microsoft 365, Intune, and Entra ID, in alignment with Zero Trust principles, Conditional Access policies, and security and compliance requirements
Collaborate with cross-functional partners across ITSM, Security, Compliance, Cloud Operations, Finance, and Procurement to ensure coordinated service delivery, regulatory adherence, effective escalation, and operational and cost optimization
Provide operational reporting, performance insights, and actionable recommendations to leadership to deliver continuous service improvement and informed decision-making
Champion a culture of accountability, continuous improvement, and service excellence, reinforcing the Service Desk as a trusted, outcomes-driven enabler of Precision Medicine Group’s mission
Qualification
Required
10-12+ years of experience in IT service delivery, end-user computing, or enterprise support leadership, with a record of leading regional or multi-site teams
Demonstrated success managing day-to-day operations, workforce performance, and service delivery for geographically distributed teams
Proven ability to implement and operationalize support processes, improve efficiency, and enhance the customer experience
Experience overseeing end-user computing services, including endpoint management, desktop support, and collaboration/identity platforms (Microsoft 365, Intune, Entra ID)
Strong leadership skills with experience coaching, developing, and scaling high-performing teams
Proven ability to lead day-to-day Service Desk and end-user computing operations, ensuring high-quality service delivery, workforce performance, and adherence to operational standards
Solid understanding of service desk operations, end-user support best practices, and support workflows, with experience delivering consistent, reliable, and scalable services
Knowledge of enterprise endpoint platforms (Windows, macOS, iOS, Android), including device lifecycle management, patch compliance, and configuration management
Familiarity with Microsoft 365, Intune, Entra ID, SSO, and Conditional Access, with operational experience ensuring secure, compliant, and reliable user access
Ability to implement operational improvements, automation, self-service, and process standardization to enhance efficiency, scalability, and the customer experience
Skilled at coaching, mentoring, and developing staff to build high-performing, accountable, and customer-focused teams
Champions user experience, accountability, and service quality across the North America support organization
Ability to work effectively with IT peers, Security, Compliance, Finance, and Procurement to deliver aligned, compliant, and cost-effective services
Strong problem-solving and decision-making skills, with the ability to interpret performance data and operational metrics to drive improvements and informed decisions
Excellent interpersonal and communication skills, able to translate operational issues into clear insights for leadership and staff
Preferred
Bachelor's degree in Computer Science, Information Systems, or equivalent professional experience
Familiarity with ITSM frameworks and workplace platforms, including knowledge of service desk best practices
Experience with operational modernization initiatives, including automation, self-service, and process optimization
Relevant professional certifications (e.g., ITIL Foundation, Microsoft Certified: Enterprise Administrator Expert, PMP) are a plus but not required
Or equivalent combination of education, professional training and experience that provides the individual with the required knowledge, skills, and abilities to perform the job
Benefits
Discretionary annual bonus
Health insurance
Retirement savings benefits
Life insurance and disability benefits
Parental leave
Paid time off for sick leave and vacation
Company
Precision Medicine Group
We founded Precision Medicine Group in 2012 because we believed there was a transformational opportunity to improve the process of bringing new drugs to market.
1001-5000 employees
H1B Sponsorship
Precision Medicine Group 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 (2)
2024 (3)
2022 (2)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Mark Clein
Co-Founder & Chief Executive Officer
Matt DeZee
Chief Financial Officer
Company data provided by crunchbase