IT Manager, End User Services

Description

Position Overview:

We are looking for a highly skilled and experienced IT Manager to join our team. This role requires strong communication and troubleshooting skills, attention to detail, and the ability to support end users across multiple time zones. The IT Manager will be responsible for receiving, evaluating, and coordinating service and support requests, managing the triage process, and either fulfilling requests directly or assigning, routing, and escalating them to the appropriate team members. In addition, the IT Manager will oversee and continuously improve and automate a wide range of end user services, including laptop configuration, user onboarding and offboarding, licensing and provisioning, group memberships, endpoint security compliance, mobile device management, email and document support, collaboration tools, asset tracking, and equipment procurement and recordkeeping. This role also serves as a key business partner to other IT service areas by facilitating the initial steps in the business solution lifecycle, ensuring seamless collaboration and support across the organization.

Responsibilities:

• Management Responsibilities:
  • Act as a liaison for IT for departments, and act as the first point of contact for ad hoc demands.
  • Monitor Service Desk system and support queues and track progress, ensuring service level agreements (SLAs) are met.
  • Ensure that end user support issues are resolved quickly and efficiently, maintaining oversight through the entire lifecycle of the request.
  • Lead, mentor, and manage a small team of IT support engineers, ensuring high-quality support and effective issue resolution.
  • Coordinate third party vendor and contractor resources for IT end user services.
  • Oversee and manage IT procedures pertaining to end user services and IT Operations.
  • Develop, document, and implement standard operating procedures, policies, training materials and refence materials.
  • Continuously improve end-user experience and IT business engagement.
  • Foster a collaborative, service-oriented culture within the IT End User Services team.
  • Establish and maintain knowledge artifacts to streamline troubleshooting and support processes.
  • Produce and publish status reports and plans on a regular basis.

• IT End User Services and Support Operations:
  • Act as the primary point of contact for end-user support requests, ensuring that all inquiries are addressed promptly and effectively.
  • Manage, route, and assign inbound requests from end user community to end user services team or other IT service areas.
  • Evaluate incoming requests and assign them to appropriate team members or handle them directly as necessary.
  • Ensure consistent processes are implemented and followed for efficient handling of hardware, software, network, and system-related issues in a timely and effective manner.
  • Provide hands-on IT support to end users, troubleshooting hardware, software, and network-related issues.
  • Be available to work outside of normal business hours when required to meet IT objectives across various time zones.
  • Monitor IT systems and networks to proactively identify and resolve potential issues before they affect business operations.
  • Track and manage equipment and assets
  • Plan, procure, and perform recordkeeping tasks related to IT equipment and software.

• System Deployment, Maintenance, and Troubleshooting:
  • Configure and deploy end user equipment including laptops
  • Manage Microsoft Intune MDM procedures
  • Maintain ongoing compliance with encryption standards
  • Oversee the resolution of complex IT issues, including network outages, software errors, and hardware failures, ensuring minimal downtime for business-critical operations.
  • Collaborate with internal software developers, engineers, and manufacturing teams to resolve specialized IT challenges in production environments.
  • Implement, test, and maintain disaster recovery procedures

• Collaboration and Cross-functional Support:
  • Work closely with IT service areas to resolve issues and fulfill business requirements following the IT solution lifecycle process, IT change control process, and other standard processes within IT.
  • Partner with Human Resources team to deliver consistent and high-quality onboarding and offboarding of workers.

• Technology Improvement & Innovation:
  • Stay current on industry trends and advancements in IT, biotech, and manufacturing to suggest improvements in technology and support operations.
  • Provide recommendations for hardware and software upgrades to enhance productivity and operational efficiency.
  • Lead initiatives for IT automation and process improvements to minimize manual intervention and increase team effectiveness.

Qualifications

Qualifications:

• Work Location:
  • The role is primarily based on-site in Beverly MA, full-time.
  • Occasional travel to other office locations such as US, UK, EU; or to conference events may be required.

• Soft Skills:
  • Excellent leadership, communication, and interpersonal skills.
  • Strong problem-solving skills and a customer-oriented mindset.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Ability to work collaboratively with technical and non-technical teams.
  • Proactive, organized, and results-driven with a focus on continuous improvement.
  • Available and willing to work outside of the Mon through Fri, 9AM-5PM hours when demand requires it.
  • Ability to write work instructions, knowledge base articles, Scribe tutorials, policy content, and other material for both technical and non-technical audiences.
  • Adaptable to demands occurring in different time zones, different countries, different departments.
  • Experience working in and implementing ITSM and SDLC processes.

• Technical Skills:
  • Expert skills in configuring and managing end user devices including PC laptops, Mac laptops, and mobile devices.
  • Strong proficiency in diagnosing hardware, software, database, and network issues.
  • Expert knowledge of Microsoft Windows operating systems, Microsoft Active Directory, User and Group Management, Group Policy, and DNS.
  • Microsoft Intune (Mobile Device Management).
  • Business system administration (ERP, CRM, HRS).
  • PowerShell scripting.
  • Microsoft PowerAutomate.
  • GitHub.
  • Docker.
  • Microsoft SQL Server administration.
  • Cloud infrastructure identity and access management including Azure, AWS, OKTA.
  • Understanding of compliance requirements within the biotech and manufacturing industries.
  • Experience supporting 3DS SolidWorks CAD environments.

• Experience:
  • 8+ years of experience in IT support, with at least 3 years in an IT management position.
  • Experience working in different companies of various sizes, especially companies in the range of 150 to 1500 employees.
  • Experience working in or with high tech (SaaS), biotech, engineering, and manufacturing industries is highly preferred.
  • Experience supporting mechanical and electrical engineering users, including Solidworks CAD software.
  • Experience supporting enterprise business systems such as Microsoft 365, Microsoft Dynamics 365, Salesforce, SAP Concur, etc.
  • Strong knowledge of IT service frameworks, including ITIL, and experience in managing service desk and helpdesk ticketing systems.
  • Experience with cloud computing, cybersecurity, and data protection regulations (e.g., NIST, SOC2, ISO, GDPR, CCPA) is preferred.

Education

• Preferred Education:
  • A bachelor’s or master’s degree in information technology, Computer Science, or a related field is preferred.

Certifications

• Preferred Certifications:
  • Microsoft Certified Solutions Expert (MCSE)
  • Certified Cisco Network Associate (CCNA)
  • CompTIA A+ Hardware, OS
  • CompTIA Cloud+
  • CompTIA Network +
  • CompTIA Security+
  • HDI Support Center Manager (HDI-SCM)
  • ITIL 4 Managing Professional
  • Microsoft Certified Modern Desktop Administrator Associate
  • Microsoft Certified Microsoft 365 Fundamentals
  • Microsoft Certified Microsoft 365 Administrator Expert