Manager, IT Operations & End User Services

Biodesix•Louisville, KY

About The Position

The IT Operations & End User Services Manager is responsible for leading day-to-day IT operational support and end-user technology services across the organization. This role oversees operational IT processes, endpoint support, onboarding/offboarding coordination, endpoint lifecycle management, operational escalations, and service delivery activities that support business continuity, employee productivity, laboratory operations, and enterprise growth. The position partners closely with Infrastructure Engineering, Cybersecurity, Software Development, Business Intelligence, Quality & Compliance, and business stakeholders to ensure stable, scalable, secure, and efficient operational support services across the organization. This is not a traditional help desk management role focused solely on ticket coordination or administrative oversight. The position is designed for a hands-on technical leader capable of helping mature and scale IT operations, operational support processes, endpoint management, and service delivery functions. The successful candidate must be comfortable operating in a highly technical environment and actively participating in technical troubleshooting, operational escalations, infrastructure coordination, and support process execution while leading and developing the operational support function.

Requirements

Bachelor’s degree in Information Technology, Information Systems, Computer Science, Engineering, Business, or related field; equivalent experience may be considered
6-10 years of progressive experience supporting enterprise IT operations, endpoint technologies, Microsoft 365 environments, IT service management platforms, operational process improvement initiatives, and cloud-based enterprise productivity technologies
5+ years of leadership or management experience leading technical support, operational, or infrastructure-focused teams, preferred
Experience managing operational escalations, service delivery activities, support processes, and cross-functional technical coordination
Proven ability to lead operational support teams, manage competing priorities, and improve service delivery in a fast-paced environment.
Strong technical, analytical, and problem-solving skills, with experience handling escalations and driving cross-functional collaboration.
Excellent communication skills and a customer-focused, team-oriented approach.
Self-motivated, detail-oriented, and adaptable in a rapidly changing environment.

Nice To Haves

Technical certifications, operational certifications, or IT service management certifications are a plus
Exposure to healthcare, laboratory, biotechnology, diagnostics, or regulated or compliance-focused business environments, preferred
Familiarity with operational documentation, knowledgebase management, and service management best practices
Experience in regulated environments preferred; familiarity with HIPAA, FDA, ISO, CLIA, CAP, SOC 2, or similar frameworks is a plus.

Responsibilities

Lead day-to-day IT operational support functions including service desk operations, endpoint support, onboarding/offboarding coordination, incident management, and service delivery activities
Oversee and continuously improve IT processes, workflows, escalation procedures, support standards, documentation, and service delivery effectiveness
Establish and maintain operational metrics, support KPIs, ticket management practices, operational reporting, and service delivery measurements
Coordinate operational communications, escalation management, and issue resolution related to outages, maintenance activities, operational risks, and user-impacting changes
Collaborate closely with Infrastructure Engineering, Cybersecurity, Software Development, Business Intelligence, Quality & Compliance, and business stakeholders to support operational alignment, predictable execution, and business continuity
Participate directly in technical troubleshooting, escalations, endpoint support activities, infrastructure coordination, and operational readiness initiatives
Provide technical leadership for complex operational and infrastructure issues involving Microsoft 365, endpoint technologies, identity/access management, enterprise productivity systems, and operational support platforms
Partner with Infrastructure Engineering and Cybersecurity teams to improve endpoint management, operational tooling, automation, and service delivery capabilities
Identify opportunities to improve support efficiency, user experience, and operational resiliency
Support operational readiness, coordination, and implementation activities related to infrastructure changes, system upgrades, maintenance events, and enterprise technology deployments
Assist with root cause analysis, technical problem resolution, operational planning, and continuous improvement efforts across IT teams
Stay current with emerging technologies, operational support trends, automation capabilities, and AI-driven solutions relevant to IT operations and end-user services
Oversee operational support for workstations, mobile devices, conferencing technologies, printers, Microsoft 365 services, and enterprise productivity tools
Ensure efficient onboarding, offboarding, provisioning, endpoint lifecycle management, inventory management, and asset tracking activities
Partner with infrastructure and security teams to support endpoint management technologies, device compliance requirements, and operational support coordination
Support a high-quality end-user experience through responsive support services and effective operational execution
Drive talent development, workforce planning, coaching, and performance management for the operational support team
Develop and maintain operational procedures, support documentation, knowledgebase articles, and standard operating procedures
Drive operational discipline through ticket governance, prioritization, escalation management, workload coordination, and continuous improvement initiatives
Support audit readiness, operational controls, and compliance documentation requirements within regulated environments
Lead, mentor, and develop IT support personnel while fostering a collaborative, accountable, and customer-focused culture
Support cross-functional collaboration, operational scalability, and service improvement initiatives across IT and business teams