---
title: 'Senior Manager, IT Service Desk at Immunome, Inc.'
canonical: 'https://feeny.ai/job/senior-manager-it-service-desk-immunome-inc-bothell-hbryvrpksf4x'
type: 'job'
last_seen: '2026-10-17'
---

# Senior Manager, IT Service Desk at Immunome, Inc.

- **Company:** Immunome, Inc.
- **Location:** Bothell, WA
- **Compensation:** $162k–$194k
- **Posted:** 2026-10-14
- **Last confirmed live:** 2026-10-17
- **Apply:** https://job-boards.greenhouse.io/immunomeinc/jobs/5451788008

## Job description

Company Overview

Immunome is a clinical-stage targeted oncology company committed to developing first-in-class and best-in-class targeted cancer therapies. We are advancing an innovative portfolio of therapeutics, supported by a leadership team with deep experience in the design, development, and commercialization of cutting-edge therapies, including antibody-drug conjugates. Our pipeline includes varegacestat, an investigational gamma secretase inhibitor for which an NDA has been accepted by the U.S. FDA; IM-1021, a clinical-stage ROR1 ADC; IM-1617, a clinical-stage solid tumor ADC; and IM-3050, a clinical-stage FAP-targeted radioligand therapy. We are also advancing a broad portfolio of early-stage ADCs pursuing undisclosed solid tumor targets.

Position Overview

The Senior Manager, IT Service Desk owns end-to-end delivery of IT support services across the organization from ticket intake through resolution, and is accountable for the people, processes, and partner relationships that keep employees and lab operations productive. This role blends hands-on service management with strategic planning: designing coverage models, managing SLAs, overseeing an MSP relationship, and driving self-service adoption, while also owning device lifecycle management and specialized support for lab and scientific systems.

This is a working manager role. You'll set strategy and represent the service desk to stakeholders, while staying close enough to daily operations to catch quality issues, unblock your team, and support escalations when needed.

## Responsibilities

Service Desk Delivery Monitoring and Management

- Lead a growing internal service desk team and a managed service provider (MSP) to deliver end-to-end incident and request management across all IT services, from ticket intake through closure.
- Hire, coach, and develop the team; set goals, assign work, manage performance, and balance workload between internal staff and the MSP.
- Design, document, and continuously improve service desk processes ensuring consistent execution by internal staff and MSP resources.
- Define service metrics and KPIs (e.g., SLA attainment, MTTR, MTTF, first-contact resolution, backlog aging, CSAT) and own the dashboards and leadership summaries used to communicate performance.
- Lead the design and delivery of self-service capabilities, including knowledge base content standards, catalog offerings, and report on ticket deflection and knowledge usage.
- Define requirements for ServiceNow/ITSM workflow, automation, and reporting enhancements that improve service desk delivery and measurement.
- Support MSP partnership success through defining scope and service levels, own runbooks and training, conduct ticket quality audits, and lead monthly/quarterly performance and SLA reviews with remediation plans.

Onboarding, Offboarding, and Employee Lifecycle Support

- Design and manage the onboarding process for account and hardware provisioning, coordinating team and MSP delivery against defined lead times, and partner with HR on new employee onboarding plans.
- Own the offboarding process (device retrieval, access disablement, data preservation/handoff per HR and Legal requirements, and license reclamation) and report on completion timeliness and compliance.
- Manage the process for transfers, role changes, and contractor/vendor accounts, including periodic reconciliation against HR records and reporting of exceptions.

Physical Device Lifecycle Management (partnering with Endpoint Engineering on management tooling)

- Design and manage the full hardware lifecycle process (acquire, receive, inventory, tag, provision, repair, refresh, retire, dispose), with execution delivered by the team and MSP.
- Govern asset record accuracy in ServiceNow; define the reconciliation cadence against physical inventory and CMDB data and report on accuracy and variances.
- Maintain the standard hardware catalog and refresh cycle; set and monitor spare and hot-swap stock levels per site.
- Own secure disposal and data sanitization processes, including certificates of destruction, e-waste vendor management, and audit-ready documentation.
- Manage shipping and logistics processes for remote and field personnel, including return kits, and track fulfillment and return rates.

Lab and Scientific Systems Support

- Manage lab system device lifecycle processes (implement, maintain, retire) in partnership with Endpoint Engineering.
- Define priority and response targets for lab incidents and requests, oversee team and MSP delivery against them, and report on lab support performance.
- Coordinate with instrument vendors and field service engineers on scheduled maintenance, software upgrades, and validation constraints; maintain the associated schedules and service records.
- Establish and monitor support practices for data integrity on instrument-attached workstations, including controlled access, backup verification, and time synchronization.
- Partner with R&D on support planning and service readiness for new instruments during lab build-out and capital purchases.

Stakeholder Representation and Service Improvement

- Own the service improvement roadmap, using metrics, trend analysis, and customer feedback to prioritize ServiceNow workflow, automation, and process improvements.
- Champion the voice of the customer: measure satisfaction and feedback themes, maintain a walk-up/office-hours presence, and lead periodic service reviews with business functions backed by performance reporting.

## Qualifications

- 7+ years in IT support/service desk roles, including 3+ years in a leadership or team management capacity.
- Demonstrated experience managing SLAs, KPIs, and service reporting (e.g., MTTR, MTTF, CSAT).
- Experience managing or closely partnering with an MSP or outsourced support model.
- Hands-on experience with ServiceNow or a comparable ITSM platform.
- Experience with IT asset/inventory management and hardware lifecycle processes.

Knowledge and Skills

- Strong communication skills, with experience presenting to non-technical business stakeholders and senior leadership.
- Experience supporting lab, scientific, or instrument-connected systems (e.g., in biotech, pharma, or R&D environments) preferred.
- Familiarity with data integrity and validation requirements for regulated or research environments preferred.
- ITIL Foundation certification or equivalent process framework experience is desirable.

Washington State Pay Range $162,000—$193,562 USD

E/E/O

Immunome, Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

E-Verify

Immunome, Inc. is a participant in E-Verify. Please review the following notices: [E-Verify Participation Poster](https://immunome.box.com/s/bopxukipfidxjscs4bjxt75f90bvpppk) | https://immunome.box.com/s/r51g9subw1wqni9xkutbl6up635sjr8e | https://immunome.box.com/s/r3ekbimwh988my9vzl76tnlbg60zvh9u.

## About Immunome, Inc.

## Company Overview
- **One-liner**: Immunome is a clinical-stage oncology company developing first-in-class and best-in-class targeted cancer therapies, with a primary focus on antibody-drug conjugates (ADCs).
- **Entity Type**: Public (Nasdaq: IMNM)
- **Headquarters**: Bothell, Washington, United States
- **Founded**: The company was formed through a merger of Morphimmune and Immunome in October 2023.
- **Founders**: The company is led by Clay Siegall, Ph.D. (Chairman, CEO, and President), who co-founded Seagen. The original Immunome entity was founded earlier, but the current company structure dates to the 2023 merger.

## Core Business
- Primary industry/industries: Biotechnology, Oncology, Drug Discovery & Development
- Target customers: Patients with cancer, healthcare providers, and clinical trial sites. The company is a B2B/B2C entity in the healthcare and life sciences space.
- Mission or purpose statement: "Our mission is to improve outcomes for cancer patients by advancing and expanding a portfolio of first-in-class and best-in-class therapeutic candidates." [immunome.com](https://immunome.com/)

## Products & Services
- **Varegacestat (formerly AL102)**: A late-clinical stage gamma secretase inhibitor for the treatment of desmoid tumors. The company submitted a New Drug Application (NDA) to the U.S. FDA in April 2026. [investors.immunome.com](https://investors.immunome.com/)
- **IM-1021**: A ROR1-targeted antibody-drug conjugate (ADC) currently in a Phase 1 trial.
- **IM-3050**: A FAP-targeted radioligand which received IND clearance in Q1 2025.
- **Preclinical ADC Pipeline (IM-1617, IM-1340, IM-1335)**: ADCs pursuing undisclosed targets with expression in multiple solid tumors. IM-1617 had its first patient dosed in a Phase 1 trial in June 2026. [investors.immunome.com](https://investors.immunome.com/)

## Market Standing
- **Valuation/Market Cap**: Not publicly available in the search results. As a public company, this fluctuates. (Check recent filings for current data).
- **Key Metric**: The company is pre-revenue (clinical-stage) and has raised significant capital. Since the 2023 merger, CEO Clay Siegall has raised $355 million in equity financings. [immunome.com](https://immunome.com/about/)
- **Notable Investors/Partners**: The company is publicly traded. Key leadership previously worked at Seagen (acquired by Pfizer for $43 billion).
- **Growth Signals**: The company is rapidly advancing its pipeline. Key milestones include the NDA submission for varegacestat, first patient dosed for IM-1617, and positive Phase 3 data presented at ASCO 2026. The company currently lists 32 open positions on its careers page, indicating strong hiring momentum. [job-boards.greenhouse.io](http://job-boards.greenhouse.io/immunomeinc)

## Competitive Advantages
- **World-Class Leadership**: The executive team, led by Seagen co-founder Clay Siegall, has deep experience in designing, developing, and commercializing blockbuster ADCs (ADCETRIS, PADCEV, TIVDAK, TUKYSA). [immunome.com](https://immunome.com/about/)
- **Proprietary ADC Platform**: A systematic, data-driven process for optimizing antibodies, linkers, and payloads to create differentiated ADCs. [immunome.com](https://immunome.com/)
- **Near-Term Catalyst**: The NDA submission for varegacestat provides a potential near-term commercial opportunity.
- **Strong Financial Backing**: Raised $355M in equity since the merger, providing a solid runway for pipeline advancement.

## Strategic Focus
- **Advancing the Pipeline**: The primary focus is on executing clinical trials for varegacestat (Phase 3), IM-1021 (Phase 1), and IM-3050 (Phase 1), and advancing preclinical ADCs into the clinic.
- **Regulatory Filing**: Successfully navigating the FDA NDA submission and potential approval for varegacestat.
- **Discovery & Expansion**: Using their ADC discovery platform to generate new candidates and identify and acquire targeted oncology assets to expand the portfolio. [immunome.com](https://immunome.com/about/)

## Why Work Here
- **Mission-Driven**: The work directly impacts the lives of cancer patients, with a stated goal of developing transformative therapies. [immunome.com](https://immunome.com/about/)
- **High-Impact Team**: Opportunity to work with "some of the brightest and most experienced minds in ADC development," including leaders who have brought multiple drugs to market. [immunome.com](https://immunome.com/careers/)
- **Growth Stage**: With 32 open roles, the company is in a rapid growth phase, offering significant career advancement opportunities. [job-boards.greenhouse.io](http://job-boards.greenhouse.io/immunomeinc)
- **Comprehensive Benefits**: Includes 100% company-paid medical premiums for employees, a 401(k) with employer match, paid parental leave, and a week-long winter break. [immunome.com](https://immunome.com/careers/)
- **Location & Culture**: Based in Bothell, WA. The company describes a culture of "innovative, collaborative environment where employees are empowered to do their best work." [immunome.com](https://immunome.com/careers/)

## Sources
1. [Immunome Official Website](https://immunome.com/)
2. [Immunome About Page](https://immunome.com/about/)
3. [Immunome Investor Relations](https://investors.immunome.com/)
4. [Immunome Careers Page](https://immunome.com/careers/)
5. [Immunome Jobs on Greenhouse](http://job-boards.greenhouse.io/immunomeinc)

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