Manager, End User Services & Lab Support

Summary

The Manager, End User Services & Lab Support will own the end-to-end experience that keeps Genetix employees and laboratories productive - from front-line break/fix support and service ticket management to the day-to-day administration of the core platforms our workforce relies on. This role is both a hands-on service leader and a platform owner, responsible for the quality, responsiveness, and continuous improvement of IT support across our Somerville - Assembly Row and Hatch Bio sites.

This role will serve as the primary owner of end user services, setting the standard for how support is delivered, how tickets are triaged and resolved against service levels, and how employees are onboarded and offboarded. Because a significant portion of our user base works at the bench, the Manager will also be responsible for supporting laboratory computing and instrumentation - making direct lab experience essential to success in this role.

The ideal candidate is an experienced end user services or IT service desk leader who is equally comfortable resolving a break/fix ticket, administering key platforms such as Microsoft 365 and DocuSign, and building the processes and metrics that raise the bar on service delivery - all within a fast-paced, regulated biotech environment.

Responsibilities

End User Services & Support Delivery

• Own and manage the end user services function, ensuring timely, high-quality break/fix and support for hardware, software, and connectivity issues across the organization.
• Administer and continuously improve the end user ticketing/ITSM system, including intake, triage, prioritization, escalation, and resolution against defined service levels (SLAs).
• Track and report on support metrics (ticket volume, response and resolution times, backlog, satisfaction) and use them to drive service improvements.
• Develop and maintain support documentation, knowledge base articles, and standard operating procedures to enable consistent, repeatable service.
• Serve as the escalation point for complex or high-impact end user issues, and coordinate with infrastructure, security, and vendor teams as needed.

Platform Administration & Ownership

• Own administration of key end user platforms, including Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive) and DocuSign - managing accounts, licensing, configuration, and access.
• Administer identity and access as part of platform ownership, including group membership, permissions, and application access.
• Manage endpoint provisioning, configuration, and lifecycle for both office and lab devices, in coordination with device management (e.g., Microsoft Intune) and security policies.
• Partner with security and infrastructure teams to ensure platforms are configured to meet compliance, data protection, and audit requirements.

User Onboarding & Offboarding

• Own the IT onboarding and offboarding process, ensuring new hires are provisioned with the right accounts, devices, application access, and platform permissions on day one.
• Ensure timely and complete offboarding, including account deactivation, access removal, and asset recovery, in partnership with HR and Security.
• Streamline and standardize onboarding/offboarding workflows to reduce manual coordination and improve the employee experience - including for lab staff across multiple systems and sites.

Lab Support & Systems

• Provide hands-on IT support at the bench, supporting lab workstations, endpoints, and connected instrumentation.
• Support lab endpoint security and management, including disk encryption (BitLocker), patching, device management (Intune), and secure/unattended screen lock policies.
• Support lab data protection and instrument data workflows, including backup coverage and automated instrument data export where applicable.
• Partner with lab teams and vendors on connectivity, lab applications (e.g., ELN/LIMS), and site network needs to keep scientific workflows running.

Team & Business Partnership

• Set the standard for customer service across the IT support team, providing coaching, guidance, and mentorship as the function grows.
• Incorporate AI tools such as Claude into daily routines and service management strategy - using them to accelerate ticket resolution, draft communications and knowledge articles, automate routine tasks, and improve overall support efficiency - and champion responsible AI adoption across the support function.
• Draft and deliver clear communications to employees and lab teams ahead of rollouts and changes to minimize disruption and support volume.
• Build strong cross-functional relationships across IT, HR, lab operations, and business teams to align service delivery with organizational needs.

Qualifications

Required

• Bachelor's degree in Information Technology, Computer Science, a related field, or equivalent practical experience.
• 5+ years of experience in end user services, IT service desk, or desktop support, including 2+ years in a lead or management capacity.
• Proven hands-on experience executing break/fix and end user support for hardware, software, and connectivity issues.
• Experience owning and administering an end user ticketing/ITSM platform, including SLA management and support reporting.
• Hands-on administration experience with Microsoft 365 and DocuSign.
• Demonstrated ownership of user onboarding and offboarding, including account provisioning, access management, and asset lifecycle.
• Direct laboratory IT experience is required - supporting lab endpoints, instrumentation, and scientific users in a lab environment.
• Working awareness and hands-on understanding of AI tools such as Claude (or similar), with a demonstrated ability to apply them to daily routines and service management strategy.
• Excellent communication and customer-service skills, with the ability to work directly and patiently with both office and scientific staff.
• Strong organizational and process-improvement skills, with the ability to balance hands-on work and service management.

Preferred

• Broader platform/SaaS administration experience beyond Microsoft 365 and DocuSign.
• Experience with endpoint management and security tooling (e.g., Microsoft Intune, BitLocker, patching).
• Experience in a biotech, pharmaceutical, or other regulated (GxP) environment.

Pay and benefits

The pay transparency range provided below is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. This role is eligible for an annual bonus and long-term incentive. Actual base salary pay will be based on several factors, including but not limited to experience, skills, relevant education/qualifications, external market, internal equity, and other job-related factors permitted by law.

Genetix's total rewards package also provides employees with a comprehensive and competitive benefits suite to support a variety of employee needs. These benefits include comprehensive health, life and disability insurance, employer-matched 401(k) plan, lifestyle spending account, flexible time-off + paid holidays and winter holiday period, tuition reimbursement & loan repayment assistance, paid parental leave, paid onsite parking, commuter subsidy, and much more.