Xeris Pharmaceuticals, Inc. · 12 hours ago
IT Service Desk Lead
Chicago, IL
Full-time
Hybrid
Mid, Senior Level
$75K/yr - $110K/yr
5+ years expXeris Pharmaceuticals, Inc. is a company focused on providing premium IT support services. The IT Service Desk Lead is responsible for overseeing daily IT support operations and ensuring efficient service delivery while driving continuous improvement across the helpdesk function.
BiotechnologyDiabetesHealth CarePharmaceuticalTherapeutics
Responsibilities
Lead daily IT support operations across office and field teams, ensuring timely resolution of issues and minimal business disruption, utilizing ITIL best practices. Serve as the primary escalation point for complex technical problems and high-priority service requests
Own and evolve ITSM processes (incident, service request, change and problem), document repeatable procedures, and lead support-related projects
Incident Management - Lead incident response efforts by prioritizing and resolving IT issues swiftly, coordinating with support teams to minimize disruption, meet SLAs, and drive continuous improvement through analysis and reporting
Service Request Management – Manage and optimize the service request lifecycle, ensuring timely fulfillment, process efficiency, and alignment with ITIL best practices of user requests in alignment to enhance user experience and operational performance
Change Management - Coordinate and oversee change management activities, ensuring proper assessment, approval, and communication of changes to minimize risk and disruption to IT services
Problem Management - Drive problem management processes by identifying recurring issues, performing root cause analysis, and implementing long-term solutions to improve service stability and reduce incident volume. Lead and report to management on a regular cadence
Project Management - Lead support center projects, integrating new technologies and driving successful implementation
Asset Management - Manage the lifecycle of user-facing technology, maintain accurate asset inventory, and enforce IT security protocols
Take ownership of support issues, engaging other internal / external expertise as required
Ability to communicate complex technical information to all stakeholders, including those who do not have a technical background
Continuously educate employees and equip them with essential IT tools and best practices
Qualification
Required
Associate or bachelor's degree in information technology or equivalent work experience preferred
5+ years of progressive experience in IT support/helpdesk roles
Proven supervisory experience with a strong grasp of helpdesk fundamentals—ticketing systems, SLA adherence, and performance metrics; ITIL Foundation knowledge or certification preferred
Advanced capabilities using Microsoft products including Outlook, Excel, Word, PowerPoint, Teams and SharePoint
Knowledge of modern workplace technologies, Windows system administration, M365 administration, enterprise backup and recovery, and system performance monitoring tools; agile project management techniques
Strategic thinker with strong problem-solving abilities, capable of managing multiple priorities under pressure while maintaining attention to detail
High emotional intelligence and discretion, with a proactive and customer-focused approach to anticipating needs and resolving issues
Self-starter with initiative and adaptability, thriving in fast-paced, diverse environments and contributing effectively to team success
Preferred
Preferred experience with SOX compliance, enterprise desktop management, mobile device management, cybersecurity tools and incident response processes
Competencies : [Examples may include:] Leadership, Interpersonal Skills, High Emotional Intelligence, Independent Judgement, Teamwork / Collaboration, Verbal & Written Communication, Project Management, Microsoft Office Suite, Attention to Detail, Adaptability
Benefits
Bonus
Equity
Multiple paid time off benefits
Various health insurance options
Retirement benefits
Company
Xeris Pharmaceuticals, Inc.
We're a growth-oriented biopharmaceutical company improving patient lives by developing and commercializing advanced products across a range of therapies.
201-500 employees
H1B Sponsorship
Xeris Pharmaceuticals, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
Funding
Current Stage
Public CompanyTotal Funding
$548.5MKey Investors
Hayfin Capital ManagementArmistice CapitalDeerfield
2024-03-06Post Ipo Debt· $200M
2022-01-03Post Ipo Equity· $30M
2021-03-11Post Ipo Equity· $27M
Leadership Team
John Shannon
CEO and Director
Kenneth Johnson
Senior Vice President - Clinical Development, Regulatory Affairs, QA and Medical Affairs
Recent News
2026-01-09
The Motley Fool
2026-01-03
Company data provided by crunchbase