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Help Desk Support Manager

Princeton, New Jersey, United States

About Us 

Kardigan is a heart health company working to make cardiovascular disease preventable, curable and no longer the leading cause of death in the world. It is our mission to develop multiple targeted treatments in parallel that bring people with cardiovascular diseases to the cures they deserve. 

At Kardigan, we are motivated by our values which guide how we work, interact, and achieve our goals. Driven by patients and their families, we are deeply committed to improving the lives of patients and prioritizing their needs above all else. We believe in being authentic—leading with truth to bring out the best in others by creating an environment where every person knows they will be fully accepted. With an eagerness to learn, we encourage the highest levels of curiosity and are open to changing our minds. We are committed to winning as a team with urgency, excellence, and intention, and support each other no matter what role we play or where we sit. Lastly, we strive to enable the impossible because patients are counting on us. We are not afraid to take risks to unlock innovation and advance scientific discoveries.   

These values are the foundation of our work, empowering us to make a real difference, every day.  

 

Position Title: Help Desk Support Manager 

Department: Information Technology 

Reports To: VP, Head of IT 

 

Job Overview 

Kardigan is seeking an experienced and resourceful Help Desk Support Manager to play a key role in our IT support operations and ensure seamless technical support for a rapidly growing organization. As the Help Desk Support Manager, you will be responsible for handling the day-to-day technical support needs of the company, directly resolving IT issues, managing both onsite support staff and an outsourced MSP, and ensuring high-quality service delivery to support business functions. This role requires expertise in IT service management, troubleshooting, and providing excellent customer support to ensure smooth operations across the organization. 

 

Essential Duties and Responsibilities 

Technical Support and Troubleshooting: Provide hands-on support to end-users by diagnosing, troubleshooting, and resolving technical issues related to hardware, software, and network systems. Ensure quick and effective resolution of IT problems to minimize downtime and disruptions to business operations. 

Incident and Problem Management: Manage and resolve technical incidents, track and document issues, and ensure proper escalation when necessary. Identify recurring technical problems, work to resolve root causes, and implement long-term solutions to prevent further occurrences. 

User Support and Training: Offer direct support to employees, answering their queries and providing training on common IT systems, tools, and troubleshooting methods. Develop easy-to-understand documentation and knowledge base articles to empower users to resolve basic issues independently. 

Service Desk Technology Management: Utilize help desk software and ticketing systems to track, prioritize, and resolve service requests. Ensure efficient handling of support tickets and optimize the use of systems to maintain smooth operations. 

Cybersecurity Awareness: Adhere to best practices in cybersecurity and ensure that security issues are promptly addressed. Educate end-users on security best practices and recognize potential security threats to safeguard sensitive company data. 

Collaboration with IT Teams: Work closely with IT teams to address more complex technical issues, ensuring seamless coordination and effective issue resolution. Assist in system upgrades, maintenance tasks, and troubleshooting for a variety of IT services. 

Vendor and Support Collaboration: Work with external vendors to troubleshoot and resolve third-party application or service issues, ensuring that issues are addressed quickly and effectively. Help manage vendor relationships to ensure seamless support. 

Business Partnership: Act as a point of contact for internal departments to ensure help desk services meet their needs and address any technical concerns. Stay aligned with business objectives to provide proactive support for new systems, software, or initiatives. 

Compliance and Audit Support: Ensure that IT support activities are conducted in compliance with company policies and relevant regulations. Assist with audits related to IT services and ensure accurate documentation and reporting of incidents and resolutions. 

 

Qualifications and Preferred Skills 

  • Bachelor’s degree in Information Technology, Computer Science, or a related field; relevant certifications (e.g., ITIL, CompTIA A+, HDI) preferred. 
  • 5+ years of experience in IT support or help desk roles, with 2+ years in a service desk lead or manager role. 
  • Strong technical knowledge of IT support for hardware, software, and networking systems, in a mixed Windows and Mac environment. 
  • Experience working in Biotech/Life Sciences company supporting laboratory computer systems. 
  • Experience with help desk ticketing systems (e.g., ServiceNow, JIRA) and IT service management practices. 
  • Experience working with, and managing, a managed service provider (MSP) model for IT service desk. 
  • Solid understanding of cybersecurity best practices and the ability to address security-related issues. 
  • Experience supporting both cloud/SaaS, and on premises software and systems. 
  • Ability to troubleshoot and resolve technical issues in a timely and efficient manner. 
  • Excellent communication skills, with the ability to explain complex technical concepts to non-technical users. 
  • Strong customer service skills with a focus on delivering high-quality support. 
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. 
  • Experience in working independently and taking ownership of technical support tasks. 

 

Exact Compensation may vary based on skills, experience and location.

Pay range

$118,000 - $166,000 USD

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