Manager, Lab IT Support

Iovance Biotherapeutics•Philadelphia, PA

17h•Onsite

About The Position

Iovance Biotherapeutics aims to be the global leader in innovating, developing and delivering tumor infiltrating lymphocyte (TIL) therapy for people with cancer. We are pioneering a transformational approach to treating cancer by harnessing the ability of the human immune system to recognize and attack diverse cancer cells in each patient. The Iovance TIL platform has demonstrated promising clinical data across multiple solid tumors. We are committed to continuous innovation in cell therapy, including gene-edited cell therapy, which may be a promising option for patients with cancer. Overview The Manager, Lab IT Support is responsible for leading and supporting the configuration, operation, and lifecycle of lab and manufacturing endpoint devices and connected instrument systems. This hands-on leadership role, reporting to the Director, IT – TechOps and Quality blends day-to-day technical execution with team development, process optimization, and cross-functional collaboration. The manager ensures systems are implemented and supported in alignment with GxP, quality and Lab requirements, while continuously improving service delivery across lab and manufacturing environment.

Requirements

8+ years of hands‑on IT support experience, especially with device endpoints (imaging, patching, builds) and lab device/instrument support.
Strong understanding of device management tools (MDM, Intune, SCCM, etc.) and experience ensuring endpoint security and configuration compliance.
Experience working in GxP / GMP / lab environments, understanding of regulatory requirements and validation documentation.
Knowledge of instrument connectivity, USB drivers, vendor software, lab network security.
Solid troubleshooting skills—hardware, software, networking—as applied to both typical desktops and specialized lab systems.
MS365 admin understanding and have a good understanding of Network concepts
Excellent communication skills, both written and verbal; ability to document configurations, incidents, and standard operating procedures.
Ability to work across shifts / flexible schedule to provide lab coverage.

Nice To Haves

ITIL foundations
Demonstrated knowledge in both wired and wireless network technologies.
Demonstrating excellent written, verbal and phone communications skills.
Advanced troubleshooting and issue resolution skills.
Excellent communication, customer service, and interpersonal skills.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Willing to work overtime and weekends when needed.
Ability to make independent judgment calls to resolve urgent and critical matters.
Can-do attitude, defaulting to “yes, we will figure out a way”.
Automation or scripting experience (PowerShell, Bash, or similar) for device deployment or maintenance tasks.
Previous experience in biotech / manufacturing / lab operations.

Responsibilities

Lead and mentor a team of lab IT specialists across multiple shifts, providing technical guidance, prioritization, and workload distribution.
Conduct weekly one-on-one meetings with overnight shift staff and ensure effective communication across all shifts.
Serve as the escalation point and backup for complex issues and ensure timely resolution of incidents and requests.
Partner with Infrastructure, Security, and Quality teams to define standards, improve processes, and remove barriers that impact service delivery.
Establish and monitor key performance metrics (KPIs/SLAs) to ensure quality, compliance, and customer satisfaction.
Drive continuous improvement through documentation, training, and implementation of best practices.
Participate in meetings and coordination as required to support a 24/7 manufacturing environment.
Manage the Lab IT projects for Manufacturing, R&D and Quality teams.
Retain hands-on support capabilities, including configuration, deployment, patching, imaging, and troubleshooting of lab instruments, PCs, and related devices.
Manage lifecycle processes for lab and manufacturing systems, including asset tracking, refresh planning, and decommissioning.
Support lab print services and cleanroom label printing devices, ensuring uptime and compliance.
Configure and maintain security agents (e.g., Rapid7, CrowdStrike) for proper Vulnerability management and reducing security risks.
Collaborate with Infrastructure on network connectivity and endpoint policies.
Coordinate with vendors and internal stakeholders to support instrument setup, validation, and integration.
Participate directly in troubleshooting and root cause analysis of endpoint issues within regulated environments.
Ensure adherence to all GxP, security, and data integrity standards across lab and manufacturing endpoints.
Lead Project delivery activities.
Manage systems per GxP and ITIL needs.
Serve as the primary IT contact for Quality, Validation, Manufacturing, and Lab Operations on instrument and endpoint-related initiatives.
Lead coordination for new instrument setup, including intake, task assignment, and execution across Lab IT and Infrastructure.
Partner with Infrastructure to expand access and capabilities for endpoint management tasks historically performed outside the Lab IT team.
Be On Call escalation point for the team when need be.