Manager, IT Operations
About The Position
eGenesis is seeking a Manager, IT Operations, based in its Cambridge, Massachusetts office with three days per week onsite. The role runs day-to-day technology operations across four sites in Massachusetts, Wisconsin, and Indiana, and reports to the Associate Director, Information Technology & Cybersecurity. The position owns IT service delivery, endpoint and identity management, site infrastructure, and the performance of managed service providers and support vendors. Occasional travel to other sites is expected. This is a hands-on role that includes administering core systems and resolving escalated issues, while directing external partners and holding them to service commitments. The role supports employees across all sites and maintains reliable infrastructure for laboratory and clinical operations in a regulated environment. It also participates in off-hours incident response for critical outages and occasional planned maintenance outside business hours.
Requirements
- At least 5 years of progressive Information Technology experience, including at least 2 years managing service delivery, vendors, or a support function.
- Demonstrated experience overseeing managed service providers and technology vendors, including SLA monitoring, escalation management, and contract accountability.
- Strong experience administering Microsoft 365 (Office, Teams, SharePoint, and OneDrive), Entra ID, and Intune, including building and testing device compliance and security policies.
- Experience managing macOS devices with an MDM platform such as Kandji, Iru, or an equivalent.
- Working knowledge of networking fundamentals, including switching, Wi-Fi, VPN, and firewalls.
- Experience administering an IT service management platform such as Freshservice, ServiceNow, Jira Service Management, or similar, and managing to defined SLAs.
- Experience supporting office-based and remote employees across multiple sites.
- Strong project management skills, including handling multiple projects concurrently and meeting deadlines.
- Exceptional communication, problem-solving, and customer service skills, with the ability to collaborate with stakeholders at all organizational levels.
Nice To Haves
- Bachelor’s degree in Information Systems, Computer Science, or a closely related technical field.
- Prior IT support experience in a biotech or pharmaceutical laboratory or another regulated setting, including exposure to GxP requirements, computer system validation, or 21 CFR Part 11.
- Experience with AWS or another cloud platform.
- Experience with endpoint security tooling and managed detection and response providers.
- ITIL Foundation or equivalent service management training, or relevant Microsoft, security, or networking certifications.
Responsibilities
- Lead day-to-day IT operations and service delivery across all four eGenesis sites.
- Manage the Freshservice service desk, including queue management, prioritization, escalations, and support quality.
- Direct managed service providers and support vendors, monitor service-level agreements, and manage escalations through resolution.
- Administer Microsoft 365, Entra ID, and Intune, including device compliance and security policies, conditional access, application deployment, and license management.
- Manage the employee technology lifecycle, including onboarding, role changes, offboarding, and hardware provisioning and recovery.
- Support Windows and macOS endpoints, mobile devices, printers, conference rooms, and site infrastructure.
- Support laboratory instrument workstations, connected lab systems, and lab software in coordination with laboratory operations teams and instrument vendors.
- Coordinate incident response for outages and service disruptions across internal staff and vendors, and drive issues to root cause.
- Follow and enforce change control practices for changes affecting GxP systems, including documentation and closure evidence.
- Perform periodic access reviews and support security operations, audits, and compliance activities.
- Manage vendor contracts, quotes, purchase orders, renewals, and invoice review for IT services, hardware, and software.
- Maintain accurate asset inventory, software and license records, documentation, and runbooks.
- Lead operational projects, including office buildouts, hardware refreshes, and system rollouts, from planning through verification.
- Support the rollout, administration, and user enablement of approved AI tools in partnership with IT leadership.
- Track and report service metrics, risks, and recurring problems to IT leadership, with recommendations.
- Serve as a liaison between IT and other business units for operational needs.
- Participate in off-hours incident response for critical outages and occasional planned maintenance outside business hours.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
