IT Service Support Manager

AstraZeneca • Boston, MA

2d • Onsite

About The Position

The IT Service Support Manager leads day-to-day on-site IT support across three assigned locations: 100 Binney, 290 Binney, and 121 Seaport. Reporting directly to the Site IT Director, this hands-on role keeps each site operational and efficient while ensuring users receive consistent, high-quality service. The manager works alongside the support team as needed and serves as the on-site contact for Network and Infrastructure teams carrying out remote diagnosis or approved changes.

The role focuses on commodity end-user devices and related workplace services within the Site IT service catalog. Issues outside that catalog are directed to the designated support owners. The manager ensures local service delivery follows AstraZeneca’s global IT standards, approved service offerings, and established processes.

The position requires coordination with local and global technical teams, Information Security, Facilities, vendors, and site stakeholders. The manager maintains clear communication with the Site IT Director about priorities, incidents, service trends, risks, and stakeholder concerns, and obtains appropriate approval before making material changes outside delegated authority.

Requirements

• At least five years of experience in an IT managerial or leadership role, including responsibility for enterprise desktop or workplace IT support and day-to-day service delivery.
• Hands-on ability to diagnose and resolve issues with standard Windows endpoints, peripherals, approved mobile devices, and common workplace applications.
• Working understanding of basic networking concepts, including connectivity, Wi-Fi, cabling, and IP addressing, and ability to perform physical checks under the direction of Network or Infrastructure teams.
• Experience using ServiceNow for incident and request management, ticket documentation, reporting, escalation, and applicable change procedures.
• Strong written and verbal communication, sound judgment, customer focus, and ability to keep leadership informed and collaborate across teams.
• Ability and willingness to work on site at all three assigned locations, prioritize competing requests, and participate directly in support activities.
• Bachelor’s degree in IT or a related field, or equivalent relevant professional experience.

Nice To Haves

• Experience supporting end users in a fast-paced, multi-site enterprise environment with diverse business needs and a strong focus on service quality and operational continuity.
• Experience with Microsoft 365, Intune, Autopilot, endpoint management, and AI productivity tools such as Microsoft Copilot, ChatGPT, or Claude.
• Basic scripting or automation skills, such as PowerShell or Python, used to improve repeatable support tasks.
• Intermediate practical experience with AI-enabled productivity or IT support tools, including appropriate data handling and human review.
• Willingness to learn and incorporate approved AI tools into day-to-day Site IT operations as soon as practical.
• Familiarity with ITIL practices, service metrics, vendor coordination, or multi-site support.

Responsibilities

• Lead daily Site IT support operations across 100 Binney, 290 Binney, and 121 Seaport, maintaining operational readiness, efficient service delivery, responsive support, well-managed ticket queues, timely escalations, and a strong user experience.
• Provide hands-on support for standard laptops, desktops, approved mobile devices, printers, and other commodity devices within the Site IT service catalog.
• Troubleshoot standard endpoint, connectivity, account-access, collaboration, and software issues under approved support procedures, engaging specialist teams when ownership or access falls outside Site IT.
• Provide on-site assistance to Network and Infrastructure teams by checking physical connections and equipment status, tracing or reseating approved cables, collecting device indicators, assisting with equipment swaps, and performing directed checks under the owning team’s guidance and change controls.
• Coordinate local support for network outages and infrastructure incidents, providing accurate observations and updates without independently changing network configurations or infrastructure standards.
• Oversee site-specific device lifecycle activities, including deployment, refresh, inventory accuracy, asset handling, and secure return or disposal.
• Use ServiceNow to maintain accurate tickets, meet applicable service-level agreements, monitor response and resolution performance, and report metrics on trends, recurring issues, service concerns, and improvement opportunities.
• Coordinate with Global IT, Information Security, Facilities, vendors, and other support teams to resolve issues and prepare for site changes or business events.
• Follow security, privacy, change management, quality, and site access requirements, and promptly escalate potential compliance or operational risks.
• Continually improve day-to-day Site IT service delivery and operations.
• Keep the Site IT Director informed about site priorities, incidents, service trends, risks, and stakeholder concerns, escalating early when issues may affect users, operations, commitments, or support delivery.
• Obtain appropriate approval before implementing material changes to service delivery, local processes, spending, or stakeholder commitments; make routine decisions within agreed responsibilities and follow escalation and incident procedures for urgent incidents.
• Communicate professionally with end users, technical teams, vendors, and site leaders, explaining ownership, next steps, and realistic timelines.

Benefits

• Eligibility for short-term incentive bonuses.
• Equity-based awards for salaried roles.
• Qualified retirement programs.
• Paid time off, including vacation, holidays, and leaves.
• Health coverage.
• Dental coverage.
• Vision coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager