• Lead day-to-day IT operations and service delivery across all four eGenesis sites
• Manage the service desk in Freshservice, including queue management, prioritization, escalation handling, and quality of support
• Direct the work of managed service providers and support vendors, monitor vendor SLAs, and manage escalations through resolution
• Administer Microsoft 365, Entra ID, and Intune, including device compliance and security policies, conditional access, application deployment, and license management
• Manage the employee technology lifecycle, including onboarding, role changes, offboarding, and hardware provisioning and recovery
• Support endpoints (Windows and macOS), mobile devices, printers, conference rooms, and site infrastructure
• Support laboratory instrument workstations, connected lab systems, and lab software, coordinating with lab operations teams and instrument vendors
• Coordinate incident response for outages and service disruptions across internal staff and vendors, and drive issues to root cause
• Follow and enforce change control practices for changes affecting GxP systems, including documentation and closure evidence
• Perform periodic access reviews and support security operations, audits, and compliance activities
• Manage vendor contracts, quotes, purchase orders, renewals, and invoice review for IT services, hardware, and software
• Maintain accurate asset inventory, software and license records, documentation, and runbooks
• Lead operational projects such as office buildouts, hardware refreshes, and system rollouts from planning through verification
• Support the rollout, administration, and user enablement of approved AI tools in partnership with IT leadership
• Track and report service metrics, risks, and recurring problems to IT leadership with recommendations
• Serve as a liaison between IT and other business units for operational needs

BASIC QUALIFICATIONS

• A minimum of 5 years of progressive experience in Information Technology, with at least 2 years managing service delivery, vendors, or a support function
• Demonstrated experience overseeing managed service providers and technology vendors, including SLA monitoring, escalation management, and contract accountability
• Strong experience administering Microsoft 365 (Office, Teams, SharePoint, OneDrive), Entra ID, and Intune, including building and testing device compliance and security policies
• Experience managing macOS devices with an MDM platform (Kandji/Iru or equivalent)
• Working knowledge of networking fundamentals, including switching, Wi-Fi, VPN, and firewalls
• Experience administering an IT service management platform (Freshservice, ServiceNow, Jira Service Management, or similar) and managing to defined SLAs
• Experience supporting office-based and remote employees across multiple sites
• Strong project management skills, including handling multiple projects concurrently and meeting deadlines
• Exceptional communication, problem-solving, and customer service skills, with the demonstrated ability to collaborate with stakeholders at all organizational levels

PREFERRED QUALIFICATIONS

• A bachelor’s degree in Information Systems, Computer Science, or a closely related technical field
• Prior experience providing IT support within a biotech or pharmaceutical laboratory or other regulated setting, including exposure to GxP requirements, computer system validation, or 21 CFR Part 11
• Experience with AWS or another cloud platform
• Experience working with endpoint security tooling and managed detection and response providers
• ITIL Foundation or equivalent service management training, or relevant Microsoft, security, or networking certifications