IT Support Manager

CareDx, Inc. is a leading precision medicine solutions company focused on the discovery, development, and commercialization of clinically differentiated, high-value healthcare solutions for transplant patients and caregivers. CareDx offers products, testing services, and digital healthcare solutions along the pre- and post-transplant patient journey, and is the leading provider of genomics-based information for transplant patients.

In the role of the IT Support Manager, you will be leading the IT Support team which is responsible for providing all aspects of end-user systems administration and support including incident resolution, request fulfillment, problem-solving, root-cause analysis, and systems configuration. This is an onsite position at our headquarters office and you will have the opportunity to use your knowledge of Windows and Mac computers to provide white-glove service and support to our users. You will administer multiple IT systems and applications, including AD, Azure AD, M365, and more. The service level requirements are high with a 24x7x365 lab operation and a fast-paced environment. The ideal candidate will have an owner's mindset, and be able to work on issues, changes and projects, in support of IT's vision and goals.

Key Responsibilities:

• Lead and mentor the IT Support team, fostering a collaborative environment and ensuring high-quality technical support.
• Work with vendors for licensing and contracts management.
• Provide laboratory, office, and remote users technical support via remote tools, phone, email and chat.
• Develop and implement IT policies and best practice guides to enhance service delivery.
• Consistently strive to provide the ultimate client experience by being responsive and empathetic to users’ IT issues.
• Prioritize, schedule, and resolve service desk incidents and requests in a timely and efficient manner.
• Provide support for account and group administration of on-premise and cloud-based applications.
• Diagnose and resolve hardware and software issues, guiding staff through steps.
• Testing and documentation of new solutions and processes to continually improve IT services and support.
• Ability to train end users on IT applications and systems as needed.
• Provide support on lab systems, label printers, copiers, and other electronics as needed.
• Participate in evaluations of new software, hardware, and tools.
• Assist with strategic initiatives providing input into IT processes, procedures, and service level development.
• Participate in decisions regarding downtime impact on users through accurate communication, planning of scheduled downtime, and quick problem resolution.
• Creation of knowledgebase articles and documentation as required.
• All other duties as assigned by management.

Required Qualifications:

• Education: HS Diploma/GED required, Associates Degree or higher preferred
• 1-3 years of experience in IT Support management 
• Experience working with AD, M365/O365 Admin Centers, application provisioning, and troubleshooting.
• Experience with ServiceNow or other ITSM platforms.
• Knowledge of networking fundamentals.
• Must have strong customer service skills with an ability to communicate technical issues to non-technical users.
• Available to provide on-call, after-hours support for priority tickets as needed.

Preferred Experience:

• Experience with Intune/Endpoint Manager, or other endpoint management systems.
• Experience with Windows Server, Microsoft 365, SharePoint.
• IT certifications such as Microsoft, ITIL, ITSM, A+, Network+, etc.

Additional Details: 

Every individual at CareDx has a direct impact on our collective mission to improve the lives of organ transplant patients worldwide. We believe in taking great care of our people, so they take even greater care of our patients. 

Our competitive Total Rewards package for US Employees includes:

• Competitive base salary and incentive compensation
• Health and welfare benefits, including a gym reimbursement program
• 401(k) savings plan match
• Employee Stock Purchase Plan
• Pre-tax commuter benefits
• And more!
• Please refer to our page to view detailed benefits at https://caredx.com/company/careers

In addition, we have a Living Donor Employee Recovery Policy that allows up to 30 days of paid leave annually to a full-time employee who makes the selfless act of donating an organ or bone marrow.

With products that are making a difference in the lives of transplant patients today and a promising pipeline for the future, it’s an exciting time to be part of the CareDx team. Join us in partnering with transplant patients to transform our future together.

CareDx, Inc. is an Equal Opportunity Employer and participates in the E-Verify program.

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