**At Caris, we understand that cancer is an ugly word—a word no one wants to hear, but one that connects us all. That’s why we’re not just transforming cancer care—we’re changing lives.** We introduced precision medicine to the world and built an industry around the idea that every patient deserves answers as unique as their DNA. Backed by cutting-edge molecular science and AI, we ask ourselves every day: _“What would I do if this patient were my mom?”_ That question drives everything we do. But our mission doesn’t stop with cancer. We're pushing the frontiers of medicine and leading a revolution in healthcare—driven by innovation, compassion, and purpose. **Join us in our mission to improve the human condition across multiple diseases. If you're passionate about meaningful work and want to be part of something bigger than yourself, Caris is where your impact begins.** **Position Summary** The IT Technical Specialist Team Lead serves as the senior hands-on technical team member and day-to-day operational lead for end user support fostering teamwork and adaptability. This role is the technical Subject Matter Expert (SME **)** for the team and the first escalation point for complex incidents involving Windows and macOS hardware/software, enterprise end-user tooling, and customer-facing implementations. The Team Lead ensures high-quality, consistent delivery of support by maintaining strong awareness of ticket intake and queue health, actively monitoring workload and balancing efforts, and identifying recurring issues, bottlenecks, and process gaps impacting service management. The role drives remediation and continuous improvement through streamlined workflows, documentation, automation opportunities, and effective cross-team collaboration (e.g., Infrastructure, Network, Security, Applications, Lab/Operations). This position requires sound judgment, strong technical depth, and the ability to quickly evaluate situations, communicate clearly with leadership and cross-functional teams, and lead implementations of sustainable solutions that improve the user experience and operational efficiency. **Job Responsibilities** **Technical Leadership & Escalation Management** + Serve as the technical SME for end user support and act as the first escalation point for advanced troubleshooting and high-impact issues. + Lead technical triage for priority incidents, maintain awareness of major outages, and recurring service disruptions where hands-on technical expertise may be required in the recovery effort. + Provide advanced support for Windows and macOS endpoints, peripherals, and common enterprise applications (e.g., Microsoft 365, collaboration tools, VPN, printing, endpoint security). + Champion the adoption and stabilization of new end-user technology implementations by partnering with cross functional teams and providing frontline technical insight. **Queue Ownership & Operational Excellence** + Maintain continuous awareness of ticket queues (intake, aging/backlog, SLA/OLA) and monitor demand vs. capacity to ensure effective operations, bringing awareness to leadership team when needed. + Load balance support effort by prioritizing, assigning, and reassigning work based on urgency, complexity, and available skills/capacity. + Identify trends in service management (repeat tickets, ticket aging patterns, high-volume requests), pinpoint bottlenecks, and drive solutions to improve throughput and service quality. + Escalate risks proactively—such as jeopardy of escalations & impacts, or operational blockers—and ensure appropriate leadership visibility when required. **Process Improvement & Cross-Team Collaboration** + Evaluate current support workflows and implement improvements to reduce cycle time, MTTR and improve customer satisfaction. + Propose and drive the creation and improvement of internal processes that strengthen collaboration across teams (e.g., clear escalation paths, handoffs, shared ownership boundaries, and standardization). + Partner with Infrastructure/Network/Security/Application teams to troubleshoot issues, align on remediation strategy, and preventative measures. + Support IT service management best practices (e.g., incident/problem/change/request alignment) and contribute to post-incident reviews and corrective actions. **Documentation, Knowledge, and Asset Lifecycle** + Build and maintain the use of high-quality documentation, including: + Technical runbooks and troubleshooting guides + End user Knowledge Base articles + Supporting hardware/software standards and refresh lifecycle guidance + Maintenance schedules and vendor/support contract information + Ensure documentation reflects current configurations, procedures, and escalation paths and is scalable. **Mentorship & Team Development** + Mentor junior technicians through peer review & troubleshooting support, and structured knowledge sharing. + Promote consistent service behaviors and technical standards to improve quality, response, and customer experience. + Contribute to onboarding and skills development plans to strengthen team capability, team growth and resilience. **Communication & Reporting** + Provide clear, timely communication to end users and leadership as needed, maintaining fluid updates throughout troubleshooting and resolution. + Support improvement trends on queue metrics, escalations, recurring issues, and service management performance. + Consult with leadership and technical partners to align support execution with strategic objectives, risk considerations, and transformation initiatives. **On-Call and Off-Hours Support** + Participate in scheduled on-call rotation and occasional off-hours work for installations, upgrades, projects/initiative related tasks and urgent escalations/outages. **Required Qualifications** + Minimum of 7 years end user support, supporting all levels of the organization + Associate degree or higher from an accredited educational institution. + Excellent verbal and written communication skills + Collaborative mindset with polished interpersonal and customer service skills. + Excellent reasoning, problem solving, and decision-making skills. + Demonstrated experience supporting: + **Windows and macOS** operating systems and endpoint hardware + **Microsoft 365 (O365)** administration/support + **Azure Virtual Desktop (AVD)** and remote user support + **JAMF MDM** configuration mgmt. + Strong analytical and problem-solving skills with a superior understanding of computer hardware and software systems. + Experience supporting a fast-paced, including prioritization and multitasking under shifting demands supported by excellent time management skills. + Working knowledgeable in Agile methodologies and ITIL Framework **Preferred Qualifications** + Bachelor’s degree in computer science or related technology is preferred + Experience working in a healthcare, laboratory, regulated, or compliance-driven environment. + Familiarity with ITSM practices (incident/request/problem/change), SLAs/OLAs, and service performance metrics. + Working knowledge of ServiceNow and Okta Identity platform. + Relevant ITIL certifications or IT Foundational certifications. **Training** + All job specific, safety, and compliance training are assigned based on the job functions associated with this employee. **Other** + This position requires on call rotation, periodic travel, some evenings, weekends and/or holidays and other duties as assigned. **Conditions of Employment:** Individual must successfully complete pre-employment process, which includes criminal background check, drug screening, credit check ( applicable for certain positions) and reference verification. This job description reflects management’s assignment of essential functions. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Caris Life Sciences is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability. Caris Life Sciences is a leading innovator in molecular science and artificial intelligence focused on fulfilling the promise of precision medicine through quality and innovation. Caris is committed to quality and excellence at our state-of-the-art laboratories. Learn more about our tissue lab and the advanced technologies that are helping improve the lives of cancer patients.