IT Support Manager for Global Biotech Company job vacancy

Vacancy expired!

"U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time."The Scientific IT Support Manager will be the point person for support, building productive relationships with research leadership and departments through both responsive and proactive communications and through the successful delivery of IT services and support to researchers. This includes but is not limited to; standard and device-connected computer endpoints, mobile devices and peripherals, network and storage services, telephony, Audio/Video conferencing, and the delivery of a rapidly changing portfolio of specialized solutions in a dynamic and collaborative IT environment.

As the Manager of HelpDesk team, he/she/they will ensure that the team has sufficient support resources, and that scientists IT needs are met efficiently and effectively and with the level of quality necessary to succeed in their mission. To do this, he/she will build manage and sustain an effective, responsive IT Support team.

In addition, the Scientific IT Support Manager will plan and manage the lifecycle of vital laboratory support systems (computers), by leveraging a high level of familiarity of lab workflow to support data acquisition and data processing workflows, both locally and in the cloud.

The Scientific IT Support Manager will work directly with IT Administrative staff on procurement and maintenance of endpoint-centric resources, including hardware, support/maintenance, and software licenses renewal. And will play a key role in all customer facing IT projects and initiatives.

Essential Functions:

1. Manage HelpDesk and Endpoint Support 35%a. The Scientific IT Support Manager will lead HelpDesk and Endpoint support team to maximize scientific productivityb. Manage the HelpDesk escalation process, identify opportunities to resolve issues in the most timely/effective mannerc. Handle escalated issues, address roadblocks and resource or quality issuesd. Serve as the liaison and advocate for service efficiency and quality with all service providers, internal and externale. Manage vendor relationships as needed to manage and deliver successful services to scientists and stafff. Participate in and/or Lead Continuous Service Improvement processes as part of IT service delivery lifecycleg. Ensure quality of service delivery through the generation of periodic support metrics on support quality and escalationh. Participate in budget planning and management for associated servicesi. Ensure support and end-user facing documentation and resources are effective and up to datej. Serve as the main point of communication to users for service issues, interruptions, and improvements.k. Coordinate/Provide On-call and/or After-hours support as necessary2. Manage/Provide Lab/Research IT Support 35%a. Provide direct support and troubleshooting for lab workflow on device attached systemsb. Diagnose and support hardware, software, and interface issuesc. Facilitate escalation to vendors, when applicable.d. Manage lab computer lifecycle, including onboarding/Offboarding, coordinate the upgrade process when applicable, and plan for end-of-life, whennecessary.e. Manage data security and continuity requirements and delivery3. Manage Assets 15%a. Manage the Endpoint, Mobile fleet and supporting inventory ensure effective lifecycle, deployment, security, backupb. Manage the endpoint software licensing and procurement processesc. Oversee software/patch testing and release process4.Service and Staff/Contractor management 15%a. Ensure effective utilization of available resources (staff, contractor, MSP, vendor, as applicable)b. Provide direct supervision, management and coaching to staffc. Participate in annual review, goal setting for direct reports

Requirements:Work Experience and Educationo Minimum of 10 years of IT experienceo Minimum of 5-7 year providing IT support in a research environment, preferable biological sciencesCommunication, Organization and Problem-Solving Skillso Strong customer service ethic is critical to success. Ability to effectively manage escalated customer service or quality issues is required.o Strong interpersonal communication skills and the ability to work directly with people across the organizationo Ability to organize, prioritize, and work effectively in a constantly changing environmento Ability to work collaboratively and lead peers by example within a distributed teamo Strong problem-solving skills are essential. As is taking ownership to ensure timely resolution, a strong sense of urgency, and the ability to plan, organize and successfully execute in an environment under time and resource pressuresCore Valueso Consistent demonstration and embodiment of company core values Collaboration, Excellence, Innovation, Integrity, Passion, Patient/Stakeholder CentricityDomain Knowledgeo Experience supporting Windows 7 and 10 computers in an Active Directory Domain environmento Experience with image-based deployment, software and patch deploymento Experience with Shell scriptingo Experience with iSupport and Service Nowo Experience with research applications (Waters, Agilent, Leica, Perkin Elmer, ThermoFisher, SciEx)o Familiarity with Lab management solutions, ELN and LIM

Kofi Anim

M: 917 514 9808

Vacancy expired!

ID	#45840477
State	Massachusetts
City	Cambridge
Job type	Contract
Salary	USD $62 - $67 62 - 67
Source	Kellton Tech
Showed	2022-09-20
Date	2022-09-19
Deadline	2022-11-17
Category	Et cetera
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Job Details

IT Support Manager for Global Biotech Company

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