Associate Manager, Systems Engineer, IT

Agios Pharmaceuticals Inc•Cambridge, MA

62d•$94,025 - $141,038•Hybrid

About The Position

Agios Pharmaceuticals is searching for a dynamic Associate Manager, Systems Engineer to join our End User Experience (EUX) team. We want someone who cares about this important work, and who’s driven to connect to our mission of helping these patient communities. This is a hands-on, customer-facing growth role at the intersection of platform administration and everyday end-user support — a strong opportunity for someone with solid IT support experience who is ready to develop deep specialization in our Microsoft 365 collaboration and productivity platform (SharePoint Online, Microsoft Teams, OneDrive, and Exchange Online). You will administer and help improve these services day to day, working under the direction of your manager, who owns platform governance and will mentor you toward taking on greater ownership over time. In equal measure today, you will be a fully engaged member of the End User Experience team: supporting end users directly, working the ticket queue alongside your teammates, and pitching in on onboarding and high-volume periods — with your focus shifting increasingly toward M365 as you grow into the role. You will partner with business stakeholders, IT Security, and the broader IT organization to deliver a seamless, secure, and well-governed digital workspace, and to ensure our end users have an outstanding experience.

Requirements

Bachelor’s degree, with a preference in Information Technology, Computer Science, or a related field, or equivalent experience.
5+ years of progressive IT experience, including substantial end-user support and deskside experience.
Hands-on experience administering or supporting the Microsoft 365 collaboration and productivity platform (SharePoint Online, Teams, OneDrive, and/or Exchange Online) — enough to build on, with the appetite to develop deep expertise.
A genuine service orientation and strong end-user support skills, with a track record of delivering an excellent customer experience and a willingness to roll up your sleeves on the ticket queue alongside teammates.
Coachability and a growth mindset — eager to learn, open to direction, and motivated to grow into platform ownership over time.
Strong troubleshooting and analytical skills, with the ability to work issues independently and know when to escalate.
Excellent interpersonal, communication, and documentation skills, with the ability to partner effectively across technical and non-technical audiences.
Self-motivated and directed, able to effectively prioritize across operational and project work.
Must be available for on-call weekly rotation for emergency support.

Nice To Haves

Comfort supporting senior leaders and conference room / audio-visual technology is a plus.
Experience with collaboration platform governance (provisioning, permissions, lifecycle, external sharing) is a plus.
Experience administering Microsoft 365 in a regulated industry; familiarity with GxP / validated computer systems and 21 CFR Part 11 is a plus (not required — we will train).
Experience with ServiceNow for incident, request, and change management is preferred.
Familiarity with PowerShell or Microsoft Graph for collaboration platform administration and reporting is a plus.
Experience with ITIL-based service management processes is a plus.
Previous experience in the biotechnology and/or pharmaceutical industries is a plus.

Responsibilities

Administer, configure, and maintain the day-to-day health of the Microsoft 365 collaboration and productivity platform, including SharePoint Online, Microsoft Teams, OneDrive, and Exchange Online.
Help maintain and apply collaboration platform governance standards — site and team provisioning, lifecycle and access models, external sharing settings, and structure that keeps content findable and appropriately permissioned — within the framework set by your manager.
Support the governance of collaboration content that may reside within a regulated, GxP context — helping ensure repositories holding validated or regulated content meet FDA, 21 CFR Part 11, and Agios computer systems validation (CSV) requirements, in partnership with your manager, IT Security, Compliance, and QA.
Deliver excellent, customer-focused end-user support: work the service request and incident queue alongside the EUX team, resolve issues across the collaboration platform and general end-user computing, and grow into an escalation point for complex SharePoint, Teams, and Exchange Online issues as you develop expertise.
Contribute to new-hire onboarding and pitch in during high-volume periods, inspections, and onsite events to ensure the team delivers a consistent, high-quality experience.
Provide secondary support for audio/visual and conference room technology, assisting with meeting and event setups, and deliver executive / white-glove support to senior leaders as needed.
Help monitor service health, adoption, and experience metrics for the collaboration platform, and contribute to continuous improvement and root cause analysis on recurring issues.
Carry out platform changes — feature rollouts, configuration changes, and version updates — through Agios change management, working closely with your manager and the senior infrastructure team.
Partner with business stakeholders to understand collaboration needs and help translate them into well-governed platform capabilities, supporting self-service and automation where it reduces friction.
Create and maintain technical documentation, governance standards, SOPs, and end-user knowledge base articles.
Manage relationships with relevant vendors and Microsoft support for the collaboration and productivity stack.
Ensure adherence to FDA, Agios QA department, and Agios computer systems validation compliance SOPs, and complete all activities in accordance with approved SOPs and IT guidelines.
Participate in on-call weekly rotation for emergency support and be available to conduct platform maintenance outside core business hours as needed.
Responsible for additional tasks as assigned by IT management.