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IT Operations Manager
eGenesis, Inc.. Lead day-to-day IT operations and service delivery across all four eGenesis sites .
Tech Stack
Tools & technologiesAWSCloudFirewallsITSMMacOSServiceNowSwitching
About the role
Key responsibilities & impact- Lead day-to-day IT operations and service delivery across all four eGenesis sites
- Manage the Freshservice service desk, including queue management, prioritization, escalations, and support quality
- Direct managed service providers and support vendors; monitor SLAs and manage escalations through resolution
- Administer Microsoft 365, Entra ID, and Intune, including device compliance, security policies, conditional access, application deployment, and license management
- Manage employee technology lifecycle activities, including onboarding, role changes, offboarding, and hardware provisioning and recovery
- Support Windows and macOS endpoints, mobile devices, printers, conference rooms, and site infrastructure
- Support laboratory instrument workstations, connected lab systems, and lab software in coordination with lab operations teams and instrument vendors
- Coordinate incident response for outages and service disruptions and drive issues to root cause
- Enforce change control practices for GxP systems, including documentation and closure evidence
- Perform access reviews and support security operations, audits, and compliance activities
- Manage vendor contracts, quotes, purchase orders, renewals, and invoice review
- Maintain asset inventory, software and license records, documentation, and runbooks
- Lead operational projects including office buildouts, hardware refreshes, and system rollouts
- Support rollout, administration, and user enablement of approved AI tools
- Track and report service metrics, risks, and recurring problems to IT leadership
- Serve as liaison between IT and other business units
Requirements
What you’ll need- Minimum of 5 years of progressive experience in Information Technology
- At least 2 years managing service delivery, vendors, or a support function
- Experience overseeing managed service providers and technology vendors, including SLA monitoring, escalation management, and contract accountability
- Strong experience administering Microsoft 365, Entra ID, and Intune, including device compliance and security policies
- Experience managing macOS devices with an MDM platform such as Kandji/Iru or equivalent
- Working knowledge of networking fundamentals, including switching, Wi-Fi, VPN, and firewalls
- Experience administering an IT service management platform such as Freshservice, ServiceNow, or Jira Service Management
- Experience supporting office-based and remote employees across multiple sites
- Strong project management skills
- Exceptional communication, problem-solving, and customer service skills
- Bachelor’s degree in Information Systems, Computer Science, or a closely related technical field preferred
- Preferred: experience in biotech, pharmaceutical, laboratory, or other regulated settings; GxP, computer system validation, or 21 CFR Part 11 exposure
- Preferred: AWS or another cloud platform experience
- Preferred: endpoint security tooling and managed detection and response experience
- Preferred: ITIL Foundation or equivalent service management training, or relevant Microsoft, security, or networking certifications
Benefits
Comp & perks- Salary range of $135,000–$157,500 per year
- Occasional travel to other eGenesis sites
- Participation in off-hours incident response and occasional planned maintenance outside business hours