Career Opportunities in the Foresite Capital Network

​How you will Achieve More with Intellia:

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​​Join Intellia’s Information Technology department as our new Senior Manager, Helpdesk Support! In this role, you’ll be managing a team of helpdesk support engineers, which includes hiring, training, supervising, and developing your staff. You’ll also manage our external MSP program and act as a liaison between the vendor and Intellia. As a Senior Manager, you’ll be expected to lead and influence your team, leveraging on-the-job training and team building events to foster a culture of pride, empowering them not only to close to tickets, but to identify their root causes and take ownership of seeing them through until they are resolved.

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​This is an opportunity to have a voice and make an impact through your ownership of process improvements and your freedom to make decisions as it pertains to the work owned by the helpdesk support team. You’ll be expected to understand and monitor the KPI’s (key performance indicators) of the helpdesk ticketing system (Fresh Service) such as busy times, ticket volumes across engineers and categories, and make recommendations to improve efficiency and to identify and resolve backlogs and critical tickets. You’ll also oversee asset management and inventory of company equipment across the organization for both on-site and remote workers. Lastly, you’ll have opportunities to participate on various project teams, and lead and participate in cross-functional initiatives, especially with regard towards building a scalable and efficient technical infrastructure to support a rapidly growing company.​

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​About You:

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​​A strategic thinker and self-starter with the ability to execute at a tactical level, your technical background combined with your previous experience managing a team will make you successful in this role. Although you love problem-solving and digging deep into technical issues, you’re also proud of your strong communication skills and enjoy playing a customer-facing role and speaking on behalf of your team.

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​A proven track record of success in building and/or managing a high-performing team is required.​

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​Meet your future team:

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​​Reporting to the Associate Director, IT Operations, you’ll be joining a dynamic and energetic team of 7 (with the possibility of expanding to 10 this year!) The Helpdesk Support team covers 5 buildings across our campus in Cambridge, MA. We also have a large population of hybrid workers as well as some who are fully remote who will require virtual technical support when they are not on-site. We are a highly collaborative and customer-service orientated group that isn’t afraid to roll-up their sleeves and get things done.

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​Helpdesk Support is a part of the larger IT Operations team, which is led by a highly technical leader who encourages his employees to take on new challenges to develop their skills and empowers them to be able to make decisions within the bounds of their role. You can expect to join a hard-working and passionate group of people who are working together to achieve one goal of bringing cures to patients.​