Senior Manager, IT

PepGen•Boston, MA

7d•Hybrid

About The Position

PepGen is hiring a Senior Manager, Information Technology to support the company’s infrastructure, systems, and applications, provide direct IT support to end users via internal helpdesk operations, and engage with the IT managed service provider (MSP). This role reports to the Vice President, Information Technology. This is a hands-on IT technical support role with a focus on system administration and troubleshooting and resolving IT issues, and it requires deep technical experience within all IT areas: cloud infrastructure and applications, hardware, enterprise-level systems, network, cybersecurity, audio/visual (A/V), etc. You will serve as the primary system administrator for the company’s cloud applications, from small group-based applications to enterprise-level systems. In this role, you will also own the helpdesk function and serve as the primary point of contact for all incoming IT support issues, which you will then triage, prioritize, manage, and resolve. You will also work with the IT MSP to escalate any IT issues that cannot be resolved internally. In addition to supporting the cloud applications, you will support end user hardware and company A/V systems. You will also have the opportunity to expand into other areas of IT, such as network, cybersecurity, and AI. With your deep technical experience and your hands-on approach to user support, you will help the IT function at PepGen grow into a mature service-oriented group. This position is a hybrid role and requires on-site presence at a minimum, Tuesday-Thursday, and as business needs dictate.

Requirements

BA/BS or equivalent degree with a STEM focus. Will consider applicants with no degree but with appropriate level of technical and managerial experience.
5-7 years of experience providing direct hands-on IT support to end users and running a helpdesk function, ideally within the life sciences industry. Experience supporting the IT function within a clinical stage biotech company is highly preferred.
5+ years of experience in a technical lead or management role managing IT personnel, contractors, and consultants.
5+ years of experience directly overseeing IT MSPs and vendors, ensuring quality services and deliverables.
Experience managing IT MSPs and their delivery of a broad range of IT services, including network, cybersecurity, and MS 365 platform and applications.
Experience communicating and interacting with IT MSPs to escalate and resolve IT issues that cannot be resolved internally.
Experience supporting SaaS and cloud applications and operating within a cloud-first computing environment.
Extensive system administrator experience with the following systems: MS 365 full environment and related Microsoft technology, including Office 365 apps, Outlook/Exchange, Active Directory/Entra, SharePoint, Teams, and OneDrive. Additional applications include Zoom, Proofpoint, Duo, Cisco Secure Client and VPN, Adobe, DocuSign.
Deep hands-on experience with managing and administering Okta and single sign-on (SSO) with the ability to enable users with SSO on multiple devices (end user laptops, mobile phones) and troubleshoot any issues.
Deep understanding of the various tiers of support issues (Tiers 1 – 4) and knowledge of support service level agreements (SLAs). Demonstrated ability to triage, categorize, and prioritize issues for quick response, turnaround time, and completion.
Experience entering and tracking IT support issues in a helpdesk ticketing system and reporting performance metrics from the ticketing system. Experience implementing a helpdesk ticketing system in a greenfield environment.
Understanding of hardware lifecycle and ability to configure and maintain physical hardware and virtual/cloud infrastructure over its useful lifecycle, from initial provisioning to sunset or disposal.
Experience with computer network infrastructure and management of networks and subnets, ability to setup computers and devices on the company network and configuring VPN for users.
License management for SaaS applications to optimize license availability and usage and to minimize costs.

Responsibilities

Serve as the main point of contact for all IT support issues, and you will be expected to provide direct hands-on IT support for end users who expect a high level of interaction and response.
Provide occasional ad-hoc IT support during after-hours and on weekends, either remotely or on-site as needed.
Ability to flex across IT support tiers/levels and utilize your technical experience to resolve all Tier 1, Tier 2, and Tier 3 issues.
Facilitate and escalate Tier 4 support issues with the IT MSP, providing details and communication to the IT MSP on escalated issues, and managing the interaction with the IT MSP on those escalated issues until they are resolved.
System administration of enterprise-level SaaS and cloud applications, including license management, user account creation, change management, configuration, and issue resolution.
Hardware provisioning, configuration, and setup of laptops for users. Setting up physical servers for lab systems and setting up cloud and virtual servers for cloud applications. Perform lightweight maintenance on physical components of users’ laptops (e.g., replace batteries, wipe laptops for repurpose, send to manufacturer for repair, etc.).
Manage A/V equipment and controlling software in conference rooms and common areas, including setup for company-wide meetings for geographically dispersed user base.
Engage with and help manage the relationship with IT vendors, partners, and contractors who provide SaaS, network, A/V, and other IT services to PepGen, and confirm delivery and quality of those services.
Install applications and implement new systems and infrastructure, adhering to IT best practices and internal SOPs to meet privacy, regulatory, compliance, legal and technical requirements (21 CFR, HIPAA, GxP, GDPR, etc.)
Partner with the VP, IT to streamline and improve the helpdesk operations and implement a new helpdesk ticketing system.
Partner with the VP, IT to identify, evaluate, and select new systems to meet the company’s business and operational needs.