Senior Manager, End User Service IT
Wave Life Sciences
August 30, 2026
Remote friendly (Greater Boston)
United States
IT
Responsibilities:
- Provide strategic leadership and enterprise accountability for End User Services (deskside support, helpdesk, workplace technology, endpoint compliance, corporate application lifecycle, vendor governance, service analytics, customer experience, and service maturity).
- Ensure stable, responsive, well-governed daily operations across all locations; manage ticket flow/queue health/escalations and step in for major incidents.
- Deliver consistent end-user support across onsite/remote/ticket channels; coordinate cross-functionally (infrastructure, networking, cybersecurity, identity, applications, workplace tech).
- Own vendor/MSP relationships and enforce SOW/contract/SLA performance; lead reviews and corrective action.
- Maintain endpoint compliance (Windows patching posture, remediation visibility), endpoint risk reporting, and corporate application lifecycle management.
- Own service quality and customer experience strategy; use analytics to drive improvements and executive reporting.
- Establish SOPs/standards/service governance; drive measurable execution and organizational discipline.
- Lead capability building, coaching, career framework, and enable scalable growth.
- Define multi-year roadmap; sponsor transformation (automation, self-service, knowledge management, responsible AI).
Qualifications (Experience):
- Bachelor’s degree or equivalent; 10+ years in End User Services/IT Operations/Service Leadership/workplace tech support.
- Enterprise-scale end-user service operations; strong ITSM + service analytics/governance.
- Managed service provider/vendor performance accountability.
- Endpoint patching/support operations and corporate application lifecycle coordination.
Preferred Skills/Tools:
- Regulated environment experience (biotech/pharma/healthcare).
- FreshService, Microsoft Intune, Microsoft 365; automation/self-service/AI-enabled service management.
Benefits/Compensation (explicitly stated):
- Base salary range: $139,000–$187,000; discretionary annual bonus and discretionary stock-based long-term incentives.
- Medical/dental/vision/life/disability, paid time off (incl. week-long Summer/Winter shutdown), 401(k) match, Employee Stock Purchase Program.
- Provide strategic leadership and enterprise accountability for End User Services (deskside support, helpdesk, workplace technology, endpoint compliance, corporate application lifecycle, vendor governance, service analytics, customer experience, and service maturity).
- Ensure stable, responsive, well-governed daily operations across all locations; manage ticket flow/queue health/escalations and step in for major incidents.
- Deliver consistent end-user support across onsite/remote/ticket channels; coordinate cross-functionally (infrastructure, networking, cybersecurity, identity, applications, workplace tech).
- Own vendor/MSP relationships and enforce SOW/contract/SLA performance; lead reviews and corrective action.
- Maintain endpoint compliance (Windows patching posture, remediation visibility), endpoint risk reporting, and corporate application lifecycle management.
- Own service quality and customer experience strategy; use analytics to drive improvements and executive reporting.
- Establish SOPs/standards/service governance; drive measurable execution and organizational discipline.
- Lead capability building, coaching, career framework, and enable scalable growth.
- Define multi-year roadmap; sponsor transformation (automation, self-service, knowledge management, responsible AI).
Qualifications (Experience):
- Bachelor’s degree or equivalent; 10+ years in End User Services/IT Operations/Service Leadership/workplace tech support.
- Enterprise-scale end-user service operations; strong ITSM + service analytics/governance.
- Managed service provider/vendor performance accountability.
- Endpoint patching/support operations and corporate application lifecycle coordination.
Preferred Skills/Tools:
- Regulated environment experience (biotech/pharma/healthcare).
- FreshService, Microsoft Intune, Microsoft 365; automation/self-service/AI-enabled service management.
Benefits/Compensation (explicitly stated):
- Base salary range: $139,000–$187,000; discretionary annual bonus and discretionary stock-based long-term incentives.
- Medical/dental/vision/life/disability, paid time off (incl. week-long Summer/Winter shutdown), 401(k) match, Employee Stock Purchase Program.