Senior Manager, IT End User Services

Beeline Medicines • Boston, MA

1d • Onsite

About The Position

The Senior Manager, IT End User Services is responsible for the day-to-day delivery, continuous improvement, and strategic evolution of all employee-facing IT services. This role owns the end-to-end employee technology experience from first-day onboarding through offboarding, including helpdesk operations, device lifecycle management, service desk vendor oversight, and digital employee experience (DEX) measurement. The Senior Manager serves as the primary interface between IT and the broader organization for service delivery, partnering closely with the Infrastructure & Cybersecurity Lead and Applications & Analytics Lead to ensure seamless operations across all IT domains. This is a hands-on leadership role in a lean IT team at a fast-growing, clinical-stage biopharma company.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related discipline; equivalent professional experience accepted.
• 8+ years of progressive IT experience with at least 3 years in an IT support management or service delivery management role
• Demonstrated experience managing outsourced or co-managed IT service desk vendors, including SLA definition and performance management.
• Hands-on experience with Microsoft 365 administration, Entra ID (Azure AD), and Windows device management via Intune and Autopilot.
• Experience with IT service management platforms (Jira Service Management, ServiceNow, or equivalent) including workflow design and reporting.
• Service delivery orientation with a focus on employee experience and continuous improvement.
• Process design and documentation discipline, with an emphasis on repeatability and audit readiness.
• Data-driven decision making using service metrics, satisfaction data, and operational dashboards.
• Cross-functional collaboration in a lean, fast-paced environment where individual contribution and leadership coexist.
• Strong vendor management skills, including contract oversight, SLA negotiation, and performance accountability.

Nice To Haves

• Pharmaceutical and/or Biotechnology industry strong preferred

Responsibilities

• Own and operate IT helpdesk services, including Jira Service Management (JSM) ticket workflows, SLA tracking, knowledge base maintenance in Confluence, and first/second-level support for all employees and contractors.
• Ensure service documentation meets regulatory traceability requirements.
• Manage the external shared service desk vendor relationship, including scope definition, performance monitoring, SLA enforcement, and quality assurance.
• Ensure the vendor operates within Beeline's JSM instance, follows Confluence SOPs, and complies with RBAC boundaries.
• Design and execute onboarding and offboarding processes that are audit-ready and scalable.
• Coordinate with HR on new hire provisioning, including M365 account creation, Entra ID group assignment, device deployment via Windows Autopilot, and application access provisioning.
• Ensure offboarding includes complete access revocation with documented evidence.
• Own the corporate device lifecycle from procurement through retirement, including hardware standards, Windows Autopilot enrollment, NinjaOne RMM monitoring, refresh planning, and asset tracking.
• Partner with the Infrastructure & Cybersecurity Lead on Intune compliance policy enforcement and endpoint security configuration.
• Define, measure, and report on digital employee experience metrics, including employee technology satisfaction, ticket resolution quality, self-service adoption rates, and proactive issue identification.
• Use data to drive continuous improvement in service delivery and employee productivity.
• Coordinate KnowBe4 security awareness training campaigns in partnership with the Infrastructure & Cybersecurity Lead.
• Ensure training completion rates meet policy targets, track remedial training for failed phishing simulations, and maintain training records as audit evidence.
• Author and maintain IT support standard operating procedures (SOPs) and work instructions in Confluence.
• Ensure all support processes are documented, version-controlled, and aligned with Beeline's controlled document standards.
• Support regulatory inspections and audits by maintaining audit-ready service records.
• Perform other duties and responsibilities as assigned.

Benefits

• Medical, Dental & Vision insurance (employee premiums 100% covered by company)
• 20 accrued days combined time off (PTO/Sick), 12 company holidays, & winter recharge
• Flexible work arrangements / hybrid schedule
• Health Savings Account (HSA)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior