Manager, IT Operations & Support

About KalVista Pharmaceuticals, Inc. 

KalVista is a global pharmaceutical company dedicated to delivering life-changing oral therapies for individuals affected by rare diseases with significant unmet needs. The KalVista team discovered and developed EKTERLY®—the first and only oral on-demand treatment for hereditary angioedema (HAE)—and continues to work closely with the global HAE community to improve treatment and care for this disease around the world.

For more information about KalVista, please visit www.kalvista.com and follow us on LinkedIn, X, Facebook and Instagram.

About EKTERLY® (sebetralstat)

EKTERLY (sebetralstat) is a novel plasma kallikrein inhibitor approved in the United States, European Union, United Kingdom and Switzerland for the treatment of acute attacks of hereditary angioedema (HAE) in people 12 years of age and older. EKTERLY is the first and only oral on-demand treatment for HAE, offering efficacious and safe treatment of attacks without the burden of injections. With ongoing studies exploring its use in children aged two to 11 and multiple regulatory applications under review in key global markets, EKTERLY has the potential to become the foundational therapy for HAE management worldwide.

For more information visit EKTERLY.com.

About the role:

The Manager, IT Operations & Support, will run day to day IT operations and act as the on site support engineer for our 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. Regular on site days are Monday, Tuesday, and Thursday, with flexibility to come in on other weekdays and to support after hours/weekend work for planned upgrades (e.g., Meraki changes), outages, or user impacting hardware installs.

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:

Required

• 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

Preferred

• 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

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Important Notice to Third-Party Recruiters & Staffing Agencies:

The current job openings advertised on this website are for the sole purpose of candidates to apply directly. Unsolicited and anonymous CVs submitted in any manner to KalVista employees, including to employee personal e-mail accounts, are considered to be the property of KalVista and will not qualify for a fee to be paid. Referral fees will only be payable where KalVista has agreed with an agency to work on a specific appointment, and then only in conjunction with a fully-executed contract for service.

If any Agency representative contacts a KalVista Hiring Manager or company employee, other than a member of the KalVista Talent Acquisition team, to solicit an appointment to engage on a job opening, that Agency will not be considered for that specific job opening or future opportunities with KalVista.

Thank you for your understanding and cooperation.