Back to jobs

Senior IT Support Manager

Brisbane, CA

 

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 Senior 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.

**This position is based on-site in Brisbane, CA**

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
  • 5+ 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.

By proceeding with our application and submitting your information, you acknowledge that you have read our U.S. Personnel Privacy Notice and consent to receive email communication from CareDx.

***We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.***

Certain jurisdictions require notice of how we use and protect your personal information. For more information, please read our Privacy Policy

This is the anticipated base salary range for candidates who will work in Brisbane, California. The final salary offered to a successful candidate will be dependent on several factors that may include, but are not limited to, the type and length of experience within the job, the type and length of experience within the industry, education, etc. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and restricted stock units. CareDx is a multi-state employer, and this salary range may not reflect positions that work in other states.

San Francisco Bay Area Roles:

$135,000 - $175,000 USD

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Education

Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in CareDx, Inc.’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.