KLR Executive Search Group is proud to partner with a high-growth, emerging biotechnology company to help them find a Senior Manager, IT Service & Operations. This newly created role will report to the Head of IT and will own the IT Support function for the company. The ideal candidate will be results-driven, with deep technical expertise, a strong understanding of IT service management best practices, and a proven track record of optimizing IT operations in a rapidly evolving biotech company. The company is in high growth mode; our Client is looking for IT professionals who thrive in fast-paced environments and can adapt when things change.  

Key Responsibilities:

• Manage the IT support function in a fast-paced, lean environment, including the onsite and offsite helpdesk, act as the primary point of contact, oversight, and escalation for operational and service delivery issues.

• Develop and refine the ticketing system, internal knowledgebase, the end user portal, and work to define quantitative and qualitative performance metrics and SLAs.

• Oversee the relationship with the MSP, drive resolution of incidents across the company, working with internal and external stakeholders to ensure prompt follow-up and resolution.

• Work with key stakeholders including business, operations and support teams, and vendors to provide high quality IT customer service.

• Own and drive transfer of projects into operations to following project completion.

• Continually improve and optimize operational efficiency through process improvement and IT workflow automation.

• Drive initiatives for operational standardization, automation, and self-service.

• Report on site metrics on performance, system availability, and incidents/problems to key stakeholders from IT and the business.

• Manage vendors and hold them accountable for maintaining operational quality of service and contractual obligations.

• Coordinate and own user onboarding and offboarding.

Qualifications & Capabilities:

• 5+ years of hands-on technical experience, with recent experience working in small to medium biotech preferred.

• Comfortable with a lot of change; show ability to pivot and adapt in a fast-paced work culture. 

• Knowledge of ITSM industry best practices and processes.

• Technically savvy with end-user technologies. Strong ability to learn and scale through process efficiencies and automation.

• Strong knowledge of Office 365, Windows OS, Active Directory, Azure, and common SaaS services.

• Skilled in light programming and scripting, project management of small initiatives, and general troubleshooting.

The salary range for this position is $140,000 – $190,000 and does not include benefits and bonus potential. Compensation is determined by a variety of factors including but not limited to the role, function, and associated responsibilities, as well as a candidate’s work experience, education, knowledge, skills, and geographic location.