Service Desk Manager

Location: This position may be performed remotely, but requires the flexibility and willingness to travel as needed.

The Opportunity

Praxis is seeking a Service Desk Manager to lead our IT Support Team and ensure excellent technical service delivery across the company. This role is vital to keeping our IT support experience fast, clear, and reliable. As the first line of escalation from our Service Desk Specialists, you’ll triage tickets, optimize routing, and partner across the business to resolve issues quickly. You’ll also drive process improvements, support ongoing maintenance work with our Tier II team, and proactively manage hardware and licensing needs. This is a hands-on leadership role, ideal for someone who’s energized by problem-solving, team coaching, and delivering high-integrity support in a dynamic environment.

Primary Responsibilities

• Manage day-to-day ticket intake performance and ensure SLAs are met or exceeded

• Serve as the primary point of escalation for Tier I tickets, resolving issues or coordinating handoff to Tier II as needed

• Support the Tier II team on ongoing IT maintenance and infrastructure projects

• Identify and escalate trends in hardware and licensing needs before they impact the business

• Coach, mentor, and develop a small team (3–4) of Tier I Service Desk Specialists

• Partner cross-functionally with internal teams and external vendors to ensure seamless service

• Develop documentation, workflows, and training to improve consistency and efficiency

Qualifications and Key Success Factors

• 4+ years of hands-on experience with Microsoft enterprise environments, including Entra ID (Azure AD), Microsoft 365, Defender for Endpoint, and related tools

• 3+ years of experience managing a service desk or IT support team

• Proven ability to lead, coach, and develop Tier I support staff

• Strong troubleshooting skills across hardware, software, and systems in a corporate environment

• Demonstrated customer service orientation — responsive, clear, and empathetic in every interaction

• Able to triage effectively, prioritize under pressure, and manage workload in a fast-paced setting

• Experience with ITSM tools, endpoint management platforms, and remote support technologies

• Detail-oriented, proactive, and highly accountable — you take ownership and follow through

The physical and mental requirements of our roles include but are not limited to regular use of a computer, devices or other office equipment, clear communication, and occasional movement. You'll need comfort with screen work, basic hand coordination, and focus. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

Compensation & Benefits

At Praxis, we believe that taking care of our people (and their people) is important, so we provide a world class benefits package to help you thrive.  This includes 99% of the premium paid for medical, dental and vision plans. We also provide company-paid life insurance, AD&D, disability benefits, and voluntary plans to personalize your coverage. Thinking about the future?  We match dollar-for-dollar up to 6% on eligible 401(k) contributions and sweeten the deal with long-term stock incentives and ESPP.  We provide a discretionary quarterly bonus, an extremely flexible wellness benefit, generous PTO, paid holidays and company-wide shutdowns.  Not to mention, you'll also be joining a phenomenal crew of colleagues who are smart, engaged and inspiring.  We aim high, collaborate hard, and produce results.  Let’s achieve the impossible together!

To round out our world-class total rewards package, we provide annualized base salary compensation in the range listed below. Final salary range may be modified commensurate with job level, education, and experience.

Annualized Base Salary
$100,000—$122,000 USD

Company Overview

Praxis Precision Medicines is a clinical-stage biopharmaceutical company translating genetic insights into the development of therapies for central nervous system disorders characterized by neuronal imbalance. At Praxis we share a common vision of reshaping the human condition into a more freeing and fulfilled existence by developing high impact medicines for patients and families affected by and living with complex brain disorders. Our core Values of Trust, Ownership, Curiosity and Results are foundational to every aspect of our business and are exemplified by each and every one of our team members.

Diversity, Equity & Inclusion
Guided by our core values, at Praxis Precision Medicines, Inc. we continue to DARE FOR MORE® to advance, promote, and champion diversity, equity, and inclusion by encouraging individuals to bring their authentic selves and perspectives to work each day. We are an equal opportunity employer and committed to providing opportunities to all qualified applicants without regard to race, religious creed, color, gender identity or expression, age, national origin, sexual orientation, disability, genetics, military service and veteran status, or any other characteristic protected by federal, state, or local laws.

Attention: Job Scam Alert
Praxis has recently become aware of fraudulent job recruitment postings from individuals claiming to represent Praxis. These postings seek financial information in connection with fraudulent opportunities for employment. If you suspect any fraudulent activity or misrepresentation in connection with a Praxis job opportunity, please report it to [email protected].

Praxis does not accept unsolicited submissions from recruitment agencies for open positions. We ask all recruitment agencies to refrain from contacting any Praxis employee regarding any position. All unsolicited resumes submitted by recruitment agencies to any Praxis employee in any form or method will be deemed to be the property of Praxis, and Praxis explicitly reserves the right to hire those candidate(s) without any financial obligation to the recruitment agency.