Manager, IT Operations

We are seeking a highly motivated and detail-oriented Manager, IT Operations to provide technical support across both office and laboratory environments in a fast-paced biotech setting. This role bridges traditional IT support with hands-on assistance in laboratory systems, ensuring smooth operation of scientific workflows and digital infrastructure.

• IT Support:
  • Provide Tier 1 and Tier 2 technical support for end-users (Windows, macOS, mobile devices).
  • Manage user accounts, permissions, and access controls via Active Directory, Microsoft 365, and other enterprise systems.
  • Support network connectivity, VPN access, and troubleshooting of hardware/software issues.
  • Maintain and deploy IT assets including laptops, desktops, printers, and AV equipment.
  • Assist with onboarding/offboarding processes including device setup and account provisioning.
  • Document support requests and resolutions in the IT ticketing system (e.g., Jira, ServiceNow).
  • Virtual Infrastructure Support Administration
  • Database Administration
  • Backup and Recovery Support
  • Maintain and support AV hardware
  • Work with Information Security to monitor and ensure compliance with security policies and practices
  • Minimal travel less than five percent of the time
• Lab Support:
  • Provide technical support for lab equipment with embedded software or network connectivity (e.g., plate readers, sequencers, chromatography systems).
  • Coordinate with vendors for instrument maintenance, calibration, and software updates.
  • Support installation and configuration of lab-specific software (e.g., LIMS, ELN, instrument control software).
  • Ensure proper data backup and storage protocols for lab-generated data.
  • Assist with lab network segmentation and secure data transfer between instruments and servers.
  • Maintain inventory of lab IT assets and ensure compliance with data integrity and security standards.

• BS Computer Science or Information Technology and 4+ years of
• 2+ years of experience in IT support, preferably in a biotech, pharmaceutical, or research environment.
• Familiarity with lab instrumentation and scientific software.
• Experience administering networks (LAN, WAN) and patch management
• Knowledge of system security (e.g. intrusion detection systems) and data backup/recovery
• Microsoft and Apple desktop and Network certifications preferred
• Strong customer service orientation and desire to create exceptional experiences

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent experience.
• 2+ years of experience in IT support, preferably in a biotech or laboratory environment.
• Familiarity with lab instrumentation and scientific software is a strong plus.
• Familiarity with lab systems such as LIMS, ELN, or instrument control software.
• Strong troubleshooting skills and ability to work independently.
• Excellent communication and customer service skills.
• Experience with ticketing systems, MDM tools, and basic scripting (PowerShell, Bash) is a plus.