Lyell Immunopharma · 14 hours ago
IT Help Desk Manager
South San Francisco, CA
Full-time
Onsite
Senior Level
$165K/yr - $185K/yr
5+ years expLyell Immunopharma is a clinical-stage company focused on advancing next-generation CAR T-cell therapies for cancer treatment. They are seeking an experienced IT Help Desk Manager to lead the help desk team, ensuring exceptional support for standard and research lab users across multiple locations while fostering a customer-first mindset and improving IT service delivery.
BiotechnologyHealthcarePharmaceuticalHealth CareMedical
Hiring Manager
Erin Gebo
Responsibilities
Manage, mentor, and develop a team of IT support professionals to ensure timely and effective resolution of end-user issues across all three sites
Champion a customer-first mindset and foster a collaborative, positive service desk culture
Oversee daily operations of the IT Service Desk, including ticket management, call handling, and escalation procedures in a dynamic, fast-paced setting
Provide technical assistance and troubleshooting for Windows PCs, Macs, label printers, lab instruments, and other accessories
Balance and prioritize multiple tasks and user needs, adapting quickly to changing circumstances
Analyze support metrics, identify trends, and recommend improvements to processes, tools, and technologies
Continuously seek out and champion improvements in ITSM processes and service delivery to ensure the highest standards of support
Ensure high levels of customer satisfaction by upholding service level agreements (SLAs) and following up on user feedback
Coordinate with other IT teams and departments to resolve complex technical issues and facilitate seamless IT operations
Develop and maintain comprehensive documentation, standard operating procedures, and training materials
Manage staffing schedules to provide coverage for all sites and support after-hours as needed
Oversee day-to-day operation and maintenance of lab and research instruments, working closely with scientists to ensure reliable and secure operation of all laboratory-connected devices
Provide priority support for IT lab issues including instrument connectivity, data backup, computer setup, and network-connected devices used in laboratories
Maintain inventory of laboratory IT equipment and ensure security and upkeep of all connected devices
Maintain up-to-date documentation on laboratory systems configuration and project status
Administration of Microsoft 365, including Exchange Online, SharePoint Online, and OneDrive for Business
Proficiency managing Okta for identity and access management, supporting secure authentication and seamless platform integration
Experience in supporting Zoom and Zoom Conference Rooms, including setup, troubleshooting, and organizing All Hands meetings
Experience working with and administering FreshService or similar ITSM platforms
Qualification
Required
Proactive and experienced IT Service Desk Manager
Ability to lead a help desk team in delivering exceptional support to standard and research lab users across multiple locations
Strong technical background with traditional IT systems and specific experience supporting lab systems and instrumentation
Strong commitment to customer service
Demonstrates accountability and fosters a results-oriented, metrics-driven culture within the team
Manage, mentor, and develop a team of IT support professionals
Champion a customer-first mindset and foster a collaborative, positive service desk culture
Oversee daily operations of the IT Service Desk, including ticket management, call handling, and escalation procedures
Provide technical assistance and troubleshooting for Windows PCs, Macs, label printers, lab instruments, and other accessories
Balance and prioritize multiple tasks and user needs
Analyze support metrics, identify trends, and recommend improvements to processes, tools, and technologies
Continuously seek out and champion improvements in ITSM processes and service delivery
Ensure high levels of customer satisfaction by upholding service level agreements (SLAs)
Coordinate with other IT teams and departments to resolve complex technical issues
Develop and maintain comprehensive documentation, standard operating procedures, and training materials
Manage staffing schedules to provide coverage for all sites and support after-hours as needed
Oversee day-to-day operation and maintenance of lab and research instruments
Provide priority support for IT lab issues including instrument connectivity, data backup, computer setup, and network-connected devices
Maintain inventory of laboratory IT equipment and ensure security and upkeep of all connected devices
Maintain up-to-date documentation on laboratory systems configuration and project status
Administration of Microsoft 365, including Exchange Online, SharePoint Online, and OneDrive for Business
Proficiency managing Okta for identity and access management
Experience in supporting Zoom and Zoom Conference Rooms
Experience working with and administering FreshService or similar ITSM platforms
Preferred
Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent experience
Minimum of 5+ years of experience managing an IT service/help desk team in a multi-site environment
3+ years of experience supporting and maintaining network-connected devices and computers used in laboratories
Strong leadership and people management skills with a proven track record of driving team performance
Strong technical background with a good understanding of Windows/Mac support, Microsoft 365, Zoom, and Slack
Exceptional customer service orientation and communication skills
Demonstrated experience with IT service management (ITSM) tools and processes
Ability to analyze and report on service desk metrics and implement data-driven improvements
Excellent organizational, problem-solving, and follow-up abilities
Ability to work independently and collaboratively among cross-functional teams
Ability to work efficiently, prioritize workflow, meet deadlines, and balance competing priorities
Experience managing small to medium-sized projects
ITIL certification or similar
Excellent analytical skills and scientific/technical expertise
Benefits
Opportunity to earn an annual bonus
Participate in Lyell’s Equity Incentive Plan
Company
Lyell Immunopharma
Lyell Immunopharma is an operator of a biotechnology company that develops cellular therapies to cure cancer.
201-500 employees
H1B Sponsorship
Lyell Immunopharma 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 (2)
2023 (2)
2022 (5)
2021 (2)
2020 (3)
Funding
Current Stage
Public CompanyTotal Funding
$543M2025-07-25Post Ipo Equity· $50M
2021-06-16IPO
2020-03-12Series C· $493M
Leadership Team
Lynn Seely
President & Chief Executive Officer
Gary Lee
Chief Scientific Officer
Recent News
2025-12-25
2025-12-19
2025-12-09
Company data provided by crunchbase