Manager, End User Services & Lab Support

Role: Manager, End User Services & Lab Support at a biotech firm, responsible for ensuring efficient IT support and platform management for laboratory and office staff. Responsibilities include overseeing front-line support, managing support ticket systems, administering key platforms like Microsoft 365 and DocuSign, and supporting laboratory IT needs such as instrumentation and data workflows. The role involves developing support processes, onboarding/offboarding staff, and collaborating with security and infrastructure teams. It also includes implementing AI tools to enhance service efficiency and maintaining high standards of customer service. Qualifications: Bachelor's degree in IT, Computer Science, or related field; 5+ years in end user IT support, with at least 2 years in a managerial role; hands-on experience with hardware, software, connectivity, and lab IT support; proficiency with Microsoft 365, DocuSign, and ticketing systems; laboratory IT experience is essential. Preferred skills include broader SaaS platform management, endpoint security tools, and experience in regulated biotech environments (GxP). The position is based full-time at the Somerville, MA facility, with a focus on supporting scientific and administrative staff in a fast-paced, regulated setting, emphasizing process improvement and cross-functional collaboration.