Supervisor, Systems Support
Adaptivebiotechnologies · Seattle
About this role
**Supervisor, Systems Support** **About Adaptive** At Adaptive, we’re powering the age of immune medicine—harnessing the adaptive immune system to transform how diseases are diagnosed and treated. **Position Overview** The Supervisor, Systems Support leads the delivery of end-user technology support services across the organization. You’ll provide day-to-day leadership for the Systems Support team, ensuring high-quality service delivery, operational excellence, and alignment with business objectives. This role is accountable for team performance, customer satisfaction, incident/request management, knowledge management, continuous improvement, and operational reporting. You’ll combine strong technical knowledge with proven leadership, using data-driven decision making to improve service quality, team effectiveness, and user experience. You’ll serve as a key escalation point, partner closely with stakeholders across the business, and foster a culture of accountability, collaboration, continuous learning, and exceptional customer service. **Key Responsibilities** - Directly supervise, coach, develop, and manage performance for IT Support team members - Establish individual and team goals aligned with departmental and organizational objectives - Foster a culture of accountability, collaboration, continuous learning, and customer service excellence - Support workforce planning, onboarding, scheduling, and resource allocation - Oversee daily service desk and end-user support operations to ensure timely resolution of incidents and requests - Manage ticket queue health, backlog reduction, escalations, and workload balancing - Serve as a primary escalation point for complex technical and customer-impacting issues - Coordinate major incident response activities and stakeholder communications - Monitor service performance against service level objectives (SLOs) and KPIs - Analyze operational data and service metrics to identify trends, risks, and improvement opportunities - Develop and maintain operational dashboards, reports, and performance reviews - Drive continual service improvement initiatives to enhance efficiency, quality, and customer satisfaction - Identify and implement process improvements, automation opportunities, and operational best practices - Partner with business leaders and teams across Corporate IT, Security, Infrastructure, and Enterprise Applications - Communicate service performance, risks, issues, and improvement initiatives to leadership and stakeholders - Support organizational initiatives and technology deployments through effective planning and execution - Ensure adherence to company policies, security standards, regulatory requirements, and information handling procedures - Promote security awareness and best practices within the support organization - Support audit, compliance, and asset management activities as required - Other duties as assigned **Position Requirements** **Required:** - Bachelor’s degree in Information Technology, Computer Science, Business, or equivalent work experience - 7+ years of progressive IT support experience, including leadership or supervisory responsibilities - Demonstrated experience leading service desk, desktop support, or end-user support teams - Strong analytical, organizational, and problem-solving skills - Excellent written, verbal, and interpersonal communication skills - Proven ability to communicate technical concepts to technical and non-technical audiences - Experience
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