IT Support Manager at CareDx, Inc. in Remote

Summary: CareDx, Inc. is a leading precision medicine solutions company focused on the discovery, development, and commercialization of healthcare solutions for transplant patients. The IT Support Manager will lead the IT Support team, providing end-user systems administration and support, ensuring high-quality technical support, and developing IT policies to enhance service delivery. 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: - 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 Qualifications: - 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 Required Skills: AD, M365/O365 Admin Centers Important Skills: ServiceNow, Networking fundamentals, Intune/Endpoint Manager, Windows Server Nice-to-Have Skills: Customer service skills, IT certifications Benefits: 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, Living Donor Employee Recovery Policy that allows up to 30 days of paid leave annually