Manager, IT Support Engineering
Core
Lead site support operations and executive technology services, establishing priorities, coverage models, and clear service expectations aligned with business needs and IT standards.
Role type
Manager, IT Support Engineering
Builds
End-to-end IT services including incidents, requests, onboarding, workplace technology, events, and local support services for a global organization.
Domain
Life Sciences / Enterprise IT Support
Required skills
IT support operations leadership, resource planning, service management, complex escalation leadership, global team management, vendor management, budget forecasting, stakeholder management, incident management, knowledge management, endpoint technologies, identity and access management, collaboration tools, workplace AV, executive support, process improvement, change enablement, operational governance.
Preferred skills
Life sciences or regulated industry experience, enterprise AI assistant familiarity (Microsoft Copilot), project delivery, budget planning, operational governance.
Technologies
Microsoft 365, Microsoft Copilot, Teams, OneDrive, SharePoint, Exchange, Zoom, Webex, Windows, macOS, iOS, Android, Intune, JAMF, Apple Business Manager, SCCM, Active Directory, MFA, VPN, remote access tools.
Responsibilities
Lead site support operations and executive technology services; create a culture of customer satisfaction and ownership; serve as primary IT relationship manager for site leaders; partner with business leaders to leverage AI and digital solutions; provide oversight for business-critical incidents; own operational performance across support services; partner across IT teams to resolve systemic issues; lead technology rollouts and local IT initiatives; drive standardization and continuous improvement; forecast and recommend staffing and budget needs; manage vendor and contractor performance; ensure compliance with policies and security requirements; maintain technical depth for complex troubleshooting; lead, coach, and develop a team of IT support engineers and contractors.
Seniority
Manager, hands-on leadership