Manager, IT Operations & Support

Role Summary

The Manager, IT Operations & Support will run day to day IT operations and act as the on site support engineer for the Cambridge office. Reporting to the Associate Director, Core Digital Technologies, this personable and technically adept leader will be the face of IT for end users while owning the platforms, partners, and processes that keep our environment secure, reliable, and productive. Our MSP partners provide first line support; you will manage those relationships, handle escalations, and jump in hands on for complex or user impacting issues.

Responsibilities

• Site IT Operations & White‑Glove Support Be the primary on‑site point of contact delivering calm, white‑glove support for executives and staff—via walk‑ups, tickets, and phone. Oversee conference rooms and A/V; ensure excellent Zoom and Microsoft Teams experience for meetings and events; coordinate office moves and A/V deployments
• Identity, Security & Collaboration Platforms Administer Microsoft Entra ID/Azure (SSO, MFA, Conditional Access), Microsoft 365 (Exchange/Outlook, Teams, SharePoint), Box, Mimecast (email security), and SentinelOne (EDR). Partner with security and vendors to maintain proactive endpoint/email protection and response playbooks; monitor platform health and licensing
• Network & Infrastructure Manage the Cisco Meraki stack (switching, wireless, security appliances): configuration, firmware life cycles, monitoring/alerting, and planned change windows. Coordinate with MSPs for onsite/remote support, incident response, and post‑incident reviews
• Endpoint & Mobility Management Own Windows and macOS fleet management via Intune and Kandji (profiles, compliance, software distribution, patching, security baselines). Manage iPhone/iPad enrollment, policies, and app lifecycle; maintain accurate asset inventory/CMDB and a disciplined patch management strategy
• Service Desk, MSP & Vendor Management Lead day‑to‑day MSP performance (they provide L1 support): set expectations, review SLAs/metrics, drive escalations to closure, and continuously improve knowledge base and SOPs. Oversee ticketing workflows (e.g., ServiceNow/ConnectWise), report on helpdesk trends, and drive user‑experience improvements.
• Projects, Change & Governance Plan and deliver IT projects (e.g., network upgrades, endpoint/security improvements, collaboration rollouts); coordinate resources and communicate status, risks, and cutover plans. Maintain IT policies and documentation, contribute to QMS records, and apply ITIL practices (incident, request, problem, change) pragmatically

Qualifications

• 5+ years in IT operations and end‑user support, including hands‑on ownership of identity, collaboration, endpoints, and site networks
• Demonstrated success managing MSP partners and acting as on‑site escalation, strong vendor management and stakeholder communication skills
• Admin‑level comfort with Entra ID/Azure, Microsoft 365, Zoom, Teams, SharePoint, Box, Mimecast, SentinelOne, and Meraki
• Proven expertise with Intune and Kandji for Windows/macOS; strong iOS/iPadOS management experience
• Solid ITIL foundations; disciplined approach to change control, documentation, and service quality
• Personable, patient, and customer‑first with excellent troubleshooting and communication; calm under pressure

• Experience in biotech/life sciences and familiarity with GxP/CSV and risk management in regulated settings
• Scripting/automation (e.g., PowerShell) and basic VoIP support
• Certifications such as ITIL 4 Foundation, CompTIA, or Microsoft

Skills

• IT operations management
• End‑user support and on‑site engineering
• MS Entra ID/Azure, Microsoft 365, Zoom, Teams, SharePoint
• Meraki network administration
• Intune and Kandji device management
• Vendor and MSP management
• ITIL practices and change management