Manager, IT Operations

Manager, IT OperationseGenesis is looking for a Manager, IT Operations, based in our Cambridge, MA office with three days per week onsite, to run day-to-day technology operations across our four sites in Massachusetts, Wisconsin and Indiana. You will report to the Associate Director, Information Technology & Cybersecurity, and will own IT service delivery, endpoint and identity management, site infrastructure, and the performance of our managed service providers and support vendors. Occasional travel to our other sites is expected.This is a hands-on role. You will administer core systems and work escalated issues yourself, and you will also direct our external partners and hold them to their service commitments. Employees at every site should get fast, effective support, and our operations have to hold up to the standards of a regulated environment — our labs and clinical programs depend on this infrastructure running well.The role includes participation in off-hours incident response for critical outages and occasional planned maintenance outside business hours.PRIMARY RESPONSIBILITIESLead day-to-day IT operations and service delivery across all four eGenesis sitesManage the service desk in Freshservice, including queue management, prioritization, escalation handling, and quality of supportDirect the work of managed service providers and support vendors, monitor vendor SLAs, and manage escalations through resolutionAdminister Microsoft 365, Entra ID, and Intune, including device compliance and security policies, conditional access, application deployment, and license managementManage the employee technology lifecycle, including onboarding, role changes, offboarding, and hardware provisioning and recoverySupport endpoints (Windows and macOS), mobile devices, printers, conference rooms, and site infrastructureSupport laboratory instrument workstations, connected lab systems, and lab software, coordinating with lab operations teams and instrument vendorsCoordinate incident response for outages and service disruptions across internal staff and vendors, and drive issues to root causeFollow and enforce change control practices for changes affecting GxP systems, including documentation and closure evidencePerform periodic access reviews and support security operations, audits, and compliance activitiesManage vendor contracts, quotes, purchase orders, renewals, and invoice review for IT services, hardware, and softwareMaintain accurate asset inventory, software and license records, documentation, and runbooksLead operational projects such as office buildouts, hardware refreshes, and system rollouts from planning through verificationSupport the rollout, administration, and user enablement of approved AI tools in partnership with IT leadershipTrack and report service metrics, risks, and recurring problems to IT leadership with recommendationsServe as a liaison between IT and other business units for operational needsBASIC QUALIFICATIONSA minimum of 5 years of progressive experience in Information Technology, with at least 2 years managing service delivery, vendors, or a support functionDemonstrated experience overseeing managed service providers and technology vendors, including SLA monitoring, escalation management, and contract accountabilityStrong experience administering Microsoft 365 (Office, Teams, SharePoint, OneDrive), Entra ID, and Intune, including building and testing device compliance and security policiesExperience managing macOS devices with an MDM platform (Kandji/Iru or equivalent)Working knowledge of networking fundamentals, including switching, Wi-Fi, VPN, and firewallsExperience administering an IT service management platform (Freshservice, ServiceNow, Jira Service Management, or similar) and managing to defined SLAsExperience supporting office-based and remote employees across multiple sitesStrong project management skills, including handling multiple projects concurrently and meeting deadlinesExceptional communication, problem-solving, and customer service skills, with the demonstrated ability to collaborate with stakeholders at all organizational levelsPREFERRED QUALIFICATIONSA bachelor's degree in Information Systems, Computer Science, or a closely related technical fieldPrior experience providing IT support within a biotech or pharmaceutical laboratory or other regulated setting, including exposure to GxP requirements, computer system validation, or 21 CFR Part 11Experience with AWS or another cloud platformExperience working with endpoint security tooling and managed detection and response providersITIL Foundation or equivalent service management training, or relevant Microsoft, security, or networking certifications$135,000 - $157,500 a year