Tarsus Pharmaceuticals, Inc. · 17 hours ago
Sr. Manager, IT Service Desk
Orange County, CA
Full-time
Hybrid
Senior Level, Lead/Staff
$134K/yr - $188K/yr
8+ years expTarsus Pharmaceuticals, Inc. is seeking a Sr. Manager for their IT Service Desk to lead and evolve their service operations. The role involves overseeing IT service management, ensuring high-quality technology services, and managing a team to drive continuous improvement and customer satisfaction.
BiopharmaBiotechnologyLife Science
Responsibilities
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 ServiceNow 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
Qualification
Required
Bachelor's degree in Computer Science, Information Systems, or related field
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
Strong hands-on expertise with ITSM platforms (ServiceNow 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 (PowerShell, Bash), and monitoring tools (e.g., New Relic, PRTG)
Experience using AI tools such as Microsoft Copilot and ChatGPT
Excellent written, verbal, and interpersonal communication skills
Proven people management experience leading and developing IT support teams
Preferred
Familiarity with analytics and visualization tools (Power BI, Tableau)
Benefits
Health, dental and vision insurance benefits
Generous paid time off, including vacation, holidays, and personal days
Company
Tarsus Pharmaceuticals, Inc.
Tarsus (NASDAQ:TARS) is a biopharmaceutical company that applies proven science and new technology to revolutionize treatment for patients, starting with eye care.
201-500 employees
Funding
Current Stage
Public CompanyTotal Funding
$710.6MKey Investors
Pharmakon AdvisorsVivo Capital
2025-03-12Post Ipo Equity· $125M
2024-04-19Post Ipo Debt· $75M
2024-02-29Post Ipo Equity· $100M
Leadership Team
Jeffrey Farrow
Chief Financial Officer and Chief Strategy Officer
Bobak Azamian
Chairman
Recent News
Tarsus Pharmaceuticals, Inc
2025-11-06
Tarsus Pharmaceuticals, Inc
2025-11-05
2025-11-05
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