Manager, IT Operations

eGenesis 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 RESPONSIBILITIES
• Lead day-to-day IT operations and service delivery across all four eGenesis sites
• Manage the service desk in Freshservice, including queue management, prioritization, escalation handling, and quality of support
• Direct the work of managed service providers and support vendors, monitor vendor SLAs, and manage escalations through resolution
• Administer Microsoft 365, Entra ID, and Intune, including device compliance and security policies, conditional access, application deployment, and license management
• Manage the employee technology lifecycle, including onboarding, role changes, offboarding, and hardware provisioning and recovery
• Support endpoints (Windows and macOS), mobile devices, printers, conference rooms, and site infrastructure
• Support laboratory instrument workstations, connected lab systems, and lab software, coordinating with lab operations teams and instrument vendors
• Coordinate incident response for outages and service disruptions across internal staff and vendors, and drive issues to root cause
• Follow and enforce change control practices for changes affecting GxP systems, including documentation and closure evidence
• Perform periodic access reviews and support security operations, audits, and compliance activities
• Manage vendor contracts, quotes, purchase orders, renewals, and invoice review for IT services, hardware, and software
• Maintain accurate asset inventory, software and license records, documentation, and runbooks
• Lead operational projects such as office buildouts, hardware refreshes, and system rollouts from planning through verification
• Support the rollout, administration, and user enablement of approved AI tools in partnership with IT leadership
• Track and report service metrics, risks, and recurring problems to IT leadership with recommendations
• Serve as a liaison between IT and other business units for operational needs

BASIC QUALIFICATIONS
• A minimum of 5 years of progressive experience in Information Technology, with at least 2 years managing service delivery, vendors, or a support function
• Demonstrated experience overseeing managed service providers and technology vendors, including SLA monitoring, escalation management, and contract accountability
• Strong experience administering Microsoft 365 (Office, Teams, SharePoint, OneDrive), Entra ID, and Intune, including building and testing device compliance and security policies
• Experience managing macOS devices with an MDM platform (Kandji/Iru or equivalent)
• Working knowledge of networking fundamentals, including switching, Wi-Fi, VPN, and firewalls
• Experience administering an IT service management platform (Freshservice, ServiceNow, Jira Service Management, or similar) and managing to defined SLAs
• Experience supporting office-based and remote employees across multiple sites
• Strong project management skills, including handling multiple projects concurrently and meeting deadlines
• Exceptional communication, problem-solving, and customer service skills, with the demonstrated ability to collaborate with stakeholders at all organizational levels

PREFERRED QUALIFICATIONS
A bachelor’s degree in Information Systems, Computer Science, or a closely related technical field
Prior 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 11
Experience with AWS or another cloud platform
Experience working with endpoint security tooling and managed detection and response providers
ITIL Foundation or equivalent service management training, or relevant Microsoft, security, or networking certifications