Manager, End User Services & Lab Support

The role

The Manager, End User Services & Lab Support will own the end-to-end experience for employee and laboratory productivity. This role manages end user services, platform administration, and provides hands-on IT support at the bench for lab workstations and instrumentation.

What you will do

• Manage end user services including break/fix and support for hardware, software, and connectivity
• Administer and improve the end user ticketing/ITSM system
• Track and report on support metrics to drive service improvements
• Develop support documentation and standard operating procedures
• Serve as escalation point for complex end user issues
• Own administration of Microsoft 365 and DocuSign
• Manage endpoint provisioning, configuration, and lifecycle
• Own IT onboarding and offboarding processes
• Provide hands-on IT support at the bench for lab workstations and instrumentation
• Incorporate AI tools into daily routines and service management strategy

Required qualifications

• 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
• 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
• Hands-on administration experience with Microsoft 365 and DocuSign
• Demonstrated ownership of user onboarding and offboarding
• Direct laboratory IT experience supporting lab endpoints, instrumentation, and scientific users
• Working awareness and hands-on understanding of AI tools such as Claude
• Excellent communication and customer-service skills

Nice to have

• 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

Benefits

• 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

About the company

Genetix Biotherapeutics is pursuing curative gene therapies to give patients and their families more days. The company values innovation, diversity, and cooperation.