Senior Manager, Digital Workplace & IT Operations

Position Overview:

Prime Medicine is seeking a strategic, hands-on Senior Manager, Digital Workplace & IT Operations to lead the delivery, optimization, and continual improvement of IT operations and digital workplace platforms. This role owns end-to-end IT service delivery, including helpdesk, support teams, endpoint and identity management, collaboration tools, and enterprise integrations. 

As a hands-on IT leader, the Senior Manager will drive secure, scalable operations that enable enterprise productivity while improving support performance and enhancing the employee technology experience. Reporting to the Director of Infrastructure, Cloud, and Cybersecurity, this role is critical in shaping IT service strategy, advancing digital enablement, and scaling service delivery to support Prime Medicine’s growth. The Senior Manager will work cross-functionally with IT and business teams to ensure service excellence and operational maturity. This opportunity is ideal for a motivated, service-oriented professional who thrives in dynamic environments and is passionate about aligning digital workplace strategy with business needs to deliver integrated IT capabilities across a rapidly scaling biotech company. 

This position is based on-site at Prime Medicine's headquarters in Cambridge and office in Watertown. 

Platform & Program Ownership 

• Administer, integrate, and support business-critical platforms across HR, Finance, Legal, and Operations (e.g., ADP, NetSuite, Coupa, Concur, Conga), partnering with application owners and providing Tier 2/3 IT support. Serve as technical lead/liaison for middleware platforms such as OKTA and MuleSoft, driving API-based integrations and enterprise workflow automation. 
• Maintain provisioning and access workflows via SCIM, SAML, and SSO (e.g., OKTA, Azure AD), ensuring compliance with IAM standards.
• Oversee endpoint management, compliance, and secure deployment using Intune, Automox, ConnectWise, and Kandji, including device lifecycle and asset management.
• Own delivery, support, and optimization of collaboration and productivity tools including Microsoft 365, Teams, SharePoint, Mimecast, and Zoom.
• Govern data compliance, eDiscovery, and investigations through Microsoft Purview in collaboration with HR, Legal, and Security teams.
• Coordinate with I&O teams to ensure platform uptime, patching, and integration health.
• Lead IT operational readiness for disaster recovery and business continuity, including tabletop exercises, documentation, and incident response coordination with cybersecurity leadership.
• Own and advance digital initiatives like Microsoft 365 optimization, workflow automation, and enterprise reporting while managing MSP/vendor relationships through contracts and SLAs.
• Collaborate with MSP and Security teams to align endpoint protection, phishing simulation, and secure remote access solutions with broader cybersecurity and compliance strategies.
• Contribute to IT budget planning and forecasting for end-user technology, licenses, support contracts, and device refresh cycles, ensuring fiscal responsibility and scalability. 

IT Operations & End-User Support 

• Lead daily IT operations for internal staff and MSPs, ensuring timely and effective service delivery for onsite and remote users, including VIP and Tier 2 support.
• Manage onboarding/offboarding processes, helpdesk workflows, and escalation procedures leveraging MSPs and using ITSM platforms such as ServiceNow or Autotask.
• Oversee and manage end-user infrastructure and A/V platforms, including device lifecycle, asset management, collaboration tools (Microsoft 365, Zoom), and conference room technologies.
• Monitor and report on SLAs and support metrics (MTTR, CSAT, availability), using insights to drive continuous improvement.
• Manage device lifecycle, compliance policies, and secure application deployment using Microsoft Intune in coordination with identity and endpoint security strategy. 

Service Improvement & Team Leadership 

• Supervise and mentor end-user support staff, fostering a high-touch, customer-focused culture.
• Drive service improvements through automation, training, and process refinement.
• Lead IT change management and CAB processes to ensure structured, auditable, and minimally disruptive changes, while promoting adoption of ITIL-aligned best practices across teams. 

Strategic Partnerships and Stakeholder Engagement 

• Act as IT liaison to business stakeholders in HR, Legal, Finance, Informatics, and Facilities, and others to align digital workplace solutions with operational needs.
• Support change management through transparent IT communications, user documentation, and proactive training for system changes or new platform rollouts.
• Effectively communicate complex technical concepts to non-technical and executive stakeholders, translating IT initiatives into business value. 

Qualifications 

• 5+ years of IT helpdesk and end-user support experience, with exposure to pharma/biotech.
• Proven ability to manage vendors and enforce SLAs and hold vendors accountable in fast-paced environments, with a strong understanding of ITSM/ITIL frameworks.
• Demonstrated ability to lead service teams and deliver excellent end-user support.
• Experience managing small to mid-sized IT projects across cross-functional teams.
• Hands-on expertise with tools such as:
• Platforms: Microsoft 365, Azure AD, Okta, Intune, Kandji, Zoom, Mimecast, Egnyte, Acronis
• ITSM/Automation: ServiceNow, Autotask, Automox, ConnectWise, MuleSoft
• Security: SentinelOne, Rapid 7, Microsoft Purview (eDiscovery, governance)
• OS: macOS and Windows environments
• Proven ability to deliver exceptional IT service through user-focused support, data-driven improvements, and process automation.
• Familiarity with compliance frameworks such as GxP, 21 CFR Part 11, and NIST is a plus.
• Basic scripting knowledge (e.g., PowerShell) for automating support tasks.
• Flexible availability for escalations and critical support issues outside of standard hours.