At Veracyte, we offer exciting career opportunities for those interested in joining a pioneering team that is committed to transforming cancer care for patients across the globe. Working at Veracyte – whether it be in one of our labs, corporate offices, the field – enables our employees to not only make a meaningful impact on the lives of patients, but to also learn and grow within a results-driven environment that values innovation, collaboration, and compassion.
The Position:We are seeking a highly skilled and motivated Helpdesk Manager to lead our End User Support team. The ideal candidate will be responsible for managing the day-to-day operations of the helpdesk, providing exceptional support to end users, and acting as an escalation point for complex technical issues. This role requires strong leadership, excellent communication skills, and a deep understanding of IT operations and end user support.
Location: This is an onsite position based out of our South San Francisco office.
Key Responsibilities: Manage and lead the End User Support Team, ensuring high levels of performance and customer satisfaction. Act as an escalation point for complex technical issues, providing guidance and resolution to the team. Oversee the daily operations of the helpdesk, including ticket management, issue resolution, and user support. Develop and implement helpdesk policies, procedures, and best practices to improve efficiency and effectiveness. Monitor and analyze helpdesk performance metrics, identifying areas for improvement and implementing corrective actions. Collaborate with other IT teams to ensure seamless support and integration of IT services. Provide training and development opportunities for the End User Support Team to enhance their skills and knowledge. Ensure compliance with IT policies, security standards, and regulatory requirements. Stay current with industry trends and emerging technologies to continuously improve helpdesk services. Prepare and present reports on helpdesk performance and key metrics to the Director of IT Operations and End User Support. Who You Are: Bachelor's degree in Information Technology, Computer Science, or a related field. 5-7 years of IT operations experience with at least 2-3 years in a management role. Proven experience in managing an IT helpdesk or end user support team. Strong technical knowledge of IT operations, systems, and support processes. Excellent leadership and team management skills. Exceptional problem-solving and decision-making abilities. Strong communication and interpersonal skills. Ability to work effectively under pressure and manage multiple priorities. Experience with helpdesk ticketing systems and IT service management (ITSM) tools. Knowledge of ITIL or other IT service management frameworks is a plus. Preferred Qualifications: ITIL certification or other relevant certifications. Experience in a similar role within a large organization. Familiarity with remote support tools and technologies. Working Conditions: This is a full-time position based in our office, with occasional remote work flexibility. The role may require evening or weekend work to address critical issues or perform system maintenance.
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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, 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. Veracyte is a multi-state employer, and this salary range may not reflect positions that work in other states.
Pay range$117,000—$132,000 USDWhat We Can Offer You
Veracyte is a growing company that offers significant career opportunities if you are curious, driven, patient-oriented and aspire to help us build a great company. We offer competitive compensation and benefits, and are committed to fostering an inclusive workforce, where diverse backgrounds are represented, engaged, and empowered to drive innovative ideas and decisions. We are thrilled to be recognized as a 2024 Certified™ Great Place to Work® in both the US and Israel - a testament to our dynamic, inclusive, and inspiring workplace where passion meets purpose.
About Veracyte
Veracyte (Nasdaq: VCYT) is a global genomic diagnostics company that improves patient care by providing answers to clinical questions, informing diagnosis and treatment decisions throughout the patient journey in cancer and other diseases. The company’s growing menu of genomic tests leverage advances in genomic science and technology, enabling patients to avoid risky, costly diagnostic procedures and quicken time to appropriate treatment. The company’s tests in lung cancer, prostate cancer, breast cancer, thyroid cancer, bladder cancer and idiopathic pulmonary fibrosis are available to patients and its lymphoma subtyping and renal cancer tests are in development. With Veracyte’s exclusive global license to a best-in-class diagnostics instrument platform, the company is positioned to deliver its tests to patients worldwide. Veracyte is based in South San Francisco, California. For more information, please visit www.veracyte.com and follow the company on X (Formerly Twitter).
Veracyte, Inc. is an Equal Opportunity Employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability status. Veracyte participates in E-Verify in the United States. View our CCPA Disclosure Notice.
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