KLR Executive Search Group LLC · 3 days ago
Manager, IT Service & Operations
Waltham, MA
Full-time
Onsite
Mid, Senior Level
$140K/yr - $175K/yr
5+ years expKLR Executive Search Group is partnering with a growing biotech company in Waltham, MA to find a Manager, IT Service & Operations. This role will oversee the IT Support function, focusing on optimizing IT operations and ensuring high-quality service delivery in a fast-paced environment.
Human ResourcesRecruitingStaffing Agency
Hiring Manager
Ken Martin
Responsibilities
As the 2nd employee in IT, will manage the IT support function in a fast-paced, lean environment, including the onsite and offsite helpdesk, act as the primary point of contact, handle 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
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
Qualification
Required
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, SharePoint, Adobe, Active Directory, Azure, and common SaaS services
Skilled in light programming and scripting, project management of small initiatives, and general troubleshooting
Company
KLR Executive Search Group LLC
The smartest way to find the best people.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Kristen Rose
Partner
Company data provided by crunchbase