IT Service Support Manager

AstraZeneca•Cambridge, MA

4d•$112,082 - $168,122•Onsite

About The Position

The IT Service Support Manager leads day-to-day on-site IT support across the three assigned locations at 100 Binney, 290 Binney, and 121 Seaport, and reports directly to the Site IT Director. This hands-on role keeps each site operational and efficient and ensures users receive consistent, high-quality service. The manager works alongside the support team as needed and serves as the local hands-and-eyes contact for Network and Infrastructure teams carrying out remote diagnosis or approved changes. The position focuses on commodity end-user devices and workplace services; issues outside the Site IT service catalog are routed to the designated support owners. Local service delivery must align with global IT standards, approved service offerings, and established processes. The manager oversees operational readiness, support delivery, ticket queues, escalations, device lifecycle activities, service performance metrics, and coordination with internal teams and approved vendors. The role includes hands-on troubleshooting and directed physical checks for specialist teams, but does not own network design or configuration or non-commodity and scientific equipment. The manager follows security, privacy, change management, quality, and site access requirements, keeps the Site IT Director informed of priorities, incidents, risks, trends, and stakeholder concerns, and makes routine decisions within delegated responsibilities.

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, such as connectivity, Wi-Fi, cabling, and IP addressing, and ability to carry out physical checks under direction from 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, and 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, ensuring operational readiness, efficient service delivery, responsive on-site and remote 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 within approved support procedures, and engage specialist teams when ownership or access falls outside Site IT.
Act as on-site hands and eyes for Network and Infrastructure teams by verifying 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, updates, and follow-through 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 in line with company requirements.
Use ServiceNow to maintain accurate tickets, meet applicable service-level agreements, monitor response and resolution performance, and provide regular 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 applicable 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.
Maintain regular, clear communication with the Site IT Director about site priorities, incidents, service trends, risks, and stakeholder concerns; raise issues early when they could affect users, operations, commitments, or support delivery.
Obtain appropriate approval before material changes to service delivery, local processes, spending, or stakeholder commitments, and avoid decisions outside delegated authority.
Make routine day-to-day decisions within agreed responsibilities and respond promptly to urgent incidents under escalation and incident procedures, notifying the Director as soon as practical.
Communicate professionally with end users, technical teams, vendors, and site leaders, including explaining ownership, next steps, and realistic timelines.