Caris Life Sciences · 15 hours ago
IT Technical Specialist Team Lead
Phoenix, AZ
Full-time
Onsite
Senior Level
7+ years expCaris Life Sciences is transforming cancer care and changing lives through precision medicine. The IT Technical Specialist Team Lead serves as the senior hands-on technical team member for end user support, ensuring high-quality delivery and driving continuous improvement in operational efficiency and user experience.
Artificial Intelligence (AI)BiopharmaBiotechnologyHealth CareLife Science
Responsibilities
Serve as the technical SME for end user support and act as the first escalation point for advanced troubleshooting and high-impact issues
Lead technical triage for priority incidents, maintain awareness of major outages, and recurring service disruptions where hands-on technical expertise may be required in the recovery effort
Provide advanced support for Windows and macOS endpoints, peripherals, and common enterprise applications (e.g., Microsoft 365, collaboration tools, VPN, printing, endpoint security)
Champion the adoption and stabilization of new end-user technology implementations by partnering with cross functional teams and providing frontline technical insight
Maintain continuous awareness of ticket queues (intake, aging/backlog, SLA/OLA) and monitor demand vs. capacity to ensure effective operations, bringing awareness to leadership team when needed
Load balance support effort by prioritizing, assigning, and reassigning work based on urgency, complexity, and available skills/capacity
Identify trends in service management (repeat tickets, ticket aging patterns, high-volume requests), pinpoint bottlenecks, and drive solutions to improve throughput and service quality
Escalate risks proactively—such as jeopardy of escalations & impacts, or operational blockers—and ensure appropriate leadership visibility when required
Evaluate current support workflows and implement improvements to reduce cycle time, MTTR and improve customer satisfaction
Propose and drive the creation and improvement of internal processes that strengthen collaboration across teams (e.g., clear escalation paths, handoffs, shared ownership boundaries, and standardization)
Partner with Infrastructure/Network/Security/Application teams to troubleshoot issues, align on remediation strategy, and preventative measures
Support IT service management best practices (e.g., incident/problem/change/request alignment) and contribute to post-incident reviews and corrective actions
Build and maintain the use of high-quality documentation, including:
Technical runbooks and troubleshooting guides
End user Knowledge Base articles
Supporting hardware/software standards and refresh lifecycle guidance
Maintenance schedules and vendor/support contract information
Ensure documentation reflects current configurations, procedures, and escalation paths and is scalable
Mentor junior technicians through peer review & troubleshooting support, and structured knowledge sharing
Promote consistent service behaviors and technical standards to improve quality, response, and customer experience
Contribute to onboarding and skills development plans to strengthen team capability, team growth and resilience
Provide clear, timely communication to end users and leadership as needed, maintaining fluid updates throughout troubleshooting and resolution
Support improvement trends on queue metrics, escalations, recurring issues, and service management performance
Consult with leadership and technical partners to align support execution with strategic objectives, risk considerations, and transformation initiatives
Participate in scheduled on-call rotation and occasional off-hours work for installations, upgrades, projects/initiative related tasks and urgent escalations/outages
Qualification
Required
Minimum of 7 years end user support, supporting all levels of the organization
Associate degree or higher from an accredited educational institution
Excellent verbal and written communication skills
Collaborative mindset with polished interpersonal and customer service skills
Excellent reasoning, problem solving, and decision-making skills
Demonstrated experience supporting: Windows and macOS operating systems and endpoint hardware, Microsoft 365 (O365) administration/support, Azure Virtual Desktop (AVD) and remote user support, JAMF MDM configuration mgmt
Strong analytical and problem-solving skills with a superior understanding of computer hardware and software systems
Experience supporting a fast-paced, including prioritization and multitasking under shifting demands supported by excellent time management skills
Working knowledgeable in Agile methodologies and ITIL Framework
Preferred
Bachelor's degree in computer science or related technology is preferred
Experience working in a healthcare, laboratory, regulated, or compliance-driven environment
Familiarity with ITSM practices (incident/request/problem/change), SLAs/OLAs, and service performance metrics
Working knowledge of ServiceNow and Okta Identity platform
Relevant ITIL certifications or IT Foundational certifications
Company
Caris Life Sciences
Caris Life Sciences develops molecular profiling and AI-driven technologies to support precision medicine in oncology.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$1.86BKey Investors
BraidwellOrbiMedSixth Street
2025-06-18IPO
2025-04-07Private Equity· $168M
2023-01-19Debt Financing· $400M
Leadership Team
Luke Power
Chief Financial Officer
Brian Stengle
SVP, Chief Marketing Officer
Recent News
2026-02-04
2026-02-03
2026-02-03
Company data provided by crunchbase