Lead IT Systems Administrator

Liquidia•,

16h

About The Position

The Lead IT Systems Administrator is the senior individual contributor responsible for the day-to-day delivery of IT operational services and end-user computing across Liquidia. The role manages the IT Service Management (ITSM) platform configuration, automation, and reporting; serves as the senior technical resource and escalation point for IT Systems Administrators; and leads the operational practices for service desk, endpoint management, device deployment, and asset lifecycle. The role drives continuous improvement and automation as the IT organization scales across multiple facilities.

Requirements

7 to 10 years of progressive IT operations and end-user support experience, preferably in a pharmaceutical, medical, or other regulated company.
Demonstrated management of an enterprise IT Service Management platform (Freshservice, ServiceNow, Jira Service Management, or comparable), including platform configuration, workflow automation, and operational reporting.
Bachelor's degree in Information Technology, Computer Science, or a related technical discipline, or an equivalent combination of education and progressively responsible experience.
Proficiency in administering and supporting Microsoft systems, including Active Directory, Azure AD, Microsoft 365, SharePoint Online, Office applications, and Windows servers and workstations.
Experience administering identity, collaboration, and endpoint management tooling, including Zoom/Teams, Endpoint Central, Intune, and Jamf, with PowerShell scripting for operational automation.
Working knowledge of network concepts, with the ability to troubleshoot connectivity issues and coordinate across infrastructure, security, and managed service teams to resolve cross-functional problems.
Experience using an enterprise helpdesk system to track and document issues through resolution at scale.
Comfort in supporting users and administering systems while keeping in mind security, regulatory, and compliance requirements typical of a regulated industry.
Proficient in triaging helpdesk incidents, consulting and escalating when necessary, and serving as the senior escalation point for less-experienced team members.
Strong working knowledge of IT Service Management practices, with ITIL framework familiarity preferred, including incident, problem, change, and request fulfillment management.
Demonstrated ability to influence peers, mentor less-experienced team members, and coordinate work across the IT team without direct management authority.
Capable of independent decision-making on operational matters within defined scope, with sound judgment on when to escalate.
Demonstrates a positive attitude and a strong commitment to providing excellent customer service.
Comfortable working in a rapidly growing, multi-facility commercial-stage pharmaceutical environment, adapting to new systems, policies, and procedures.
Capable of assessing the need for policies, procedures, and documentation, leading their creation, and adapting to their requirements.
Self-motivated team player with a strong sense of ownership and accountability for operational outcomes.
Able to work as part of multiple cross-functional teams, consisting of technical, scientific, and office team members, managing multiple tasks and projects in a dynamic environment with thoughtfulness, resourcefulness, and strong attention to detail.
Excellent written and verbal communication skills, with the ability to communicate technical concepts effectively to non-technical audiences and to senior leadership.
Proficiency in MS-Office (i.e., Excel, Word, PowerPoint, and Visio).

Nice To Haves

Preferably experienced in small to mid-size company scaling, multi-site operations, or significant facility build-outs.

Responsibilities

Manage end-to-end administration of the Freshservice ITSM platform, including category and taxonomy design, ticket routing, automation rules, SLA configuration, and operational reporting.
Provide senior technical leadership and escalation support to IT Systems Administrators on complex incidents, deployments, and customer-impacting service events.
Collaborate with IT team members to maintain and enhance all IT systems, and actively participate in planning new systems and services.
Partner with IT staff and company employees to identify network and computer system needs, support the installation of new hardware and software, and use employee feedback to troubleshoot and improve services.
Provide comprehensive technical support for company computers, servers, printers, software, applications, and other services, ensuring adherence to all company policies and procedures.
Lead the design and ongoing maintenance of standard operating procedures for service desk operations, endpoint management, device deployment, asset lifecycle, and end-user computing services.
Manage asset lifecycle execution, including procurement coordination, deployment, ongoing inventory accuracy, software license management, and end-of-life processing for IT hardware and software assets.
Manage the configuration and distribution of user equipment in line with company standards.
Maintain operational reporting and metrics for service delivery, including ticket trends, SLA performance, and asset and license utilization.
Coordinate with Liquidia's managed service provider and other technology vendors on operational handoffs, recurring service deliverables, and escalations.
Identify, evaluate, and implement automation and process improvement opportunities to scale IT operations as the company grows across multiple facilities.
Support multi-site IT operations, including new facility build-outs, office relocations, and the Pathway manufacturing facility opening.
Mentor IT Systems Administrators on technical skills, troubleshooting methodologies, customer service practices, and operational discipline.
Contribute to the creation and continuous improvement of IT policies and procedures.
Ensure adherence to all applicable local, state, and federal standards, industry codes, and regulations.
Take responsibility for assigned project tasks and ensure their completion.
Perform other duties as assigned.