Scientific IT Support Manager

Scientific IT Support Manager

Job Code: SUBSHU3894
Date: 09-19-2022
Job Description :

Job Summary:


Cambridge, MA, 02140 The role will be 100% Onsite for the first 90days, then transition to Hybrid with a minimum of 2days on site)


12 Months+ (Possibilities of Extension)


The role will be 100% Onsite for the first 90days, then transition to Hybrid with a minimum of 2days on site.


The Scientific IT Support Manager will be the point person for support at G2D2, building productive relationships with research leadership and departments through both responsive and proactive communications and through the successful delivery of IT services and support tG2D2 researchers. This includes but is not limited to; standard and device-connected computer endpoints, mobile devices and peripherals, network and storage services, telephony, Audio/Videconferencing, and the delivery of a rapidly changing portfolio of specialized solutions in a dynamic and collaborative IT environment.


As the Manager of G2D2’s HelpDesk team, he/she/they will ensure that G2D2 has sufficient support resources, and that scientists’ IT needs are met efficiently and effectively and with the level of quality necessary tsucceed in their mission. Tdthis, he/she will build manage and sustain an effective, responsive IT Support team.


In addition, the Scientific IT Support Manager will plan and manage the lifecycle of vital laboratory support systems (computers), by leveraging a high level of familiarity of lab workflow tsupport data acquisition and data processing workflows, both locally and in the cloud.


The Scientific IT Support Manager will work directly with IT Administrative staff on procurement and maintenance of endpoint-centric resources, including hardware, support/maintenance, and software licenses renewal. And will play a key role in all customer facing IT projects and initiatives.


Essential Functions:


1. Manage HelpDesk and Endpoint Support – 35%

a. The Scientific IT Support Manager will lead G2D2 HelpDesk and Endpoint support team tmaximize scientific productivity

b. Manage the HelpDesk escalation process, identify opportunities tresolve issues in the most timely/effective manner

c. Handle escalated issues, address roadblocks and resource or quality issues

d. Serve as the liaison and advocate for service efficiency and quality with all service providers, internal and external

e. Manage vendor relationships as needed tmanage and deliver successful services tG2D2 scientists and staff

f. Participate in and/or Lead Continuous Service Improvement processes as part of G2D2 IT service delivery lifecycle

g. Ensure quality of service delivery through the generation of periodic support metrics on support quality and escalation

h. Participate in budget planning and management for associated services

i. Ensure support and end-user facing documentation and resources are effective and up tdate

j. Serve as the main point of communication tG2D2 users for service issues, interruptions, and improvements.

k. Coordinate/Provide On-call and/or After-hours support as necessary


2. Manage/Provide Lab/Research IT Support – 35%

a. Provide direct support and troubleshooting for lab workflow on device attached systems

b. Diagnose and support hardware, software, and interface issues

c. Facilitate escalation tvendors, when applicable.

d. Manage lab computer lifecycle, including onboarding/Offboarding, coordinate the upgrade process when applicable, and plan for end-of-life, when


e. Manage data security and continuity requirements and delivery


3. Manage G2D2 Assets – 15%

a. Manage the G2D2 Endpoint, Mobile fleet and supporting inventory ensure effective lifecycle, deployment, security, backup

b. Manage the G2D2 endpoint software licensing and procurement processes

c. Oversee software/patch testing and release process


4.Service and Staff/Contractor management – 15%

a. Ensure effective utilization of available resources (staff, contractor, MSP, vendor, as applicable)

b. Provide direct supervision, management and coaching to staff

c. Participate in annual review, goal setting for direct reports




Work Experience and Education

  • Minimum of 10 years of IT experience
  • Minimum of 5-7 year providing IT support in a research environment, preferable biological sciences
  • Communication, Organization and Problem-Solving Skills
  • Strong customer service ethic is critical to success. Ability to effectively manage escalated customer service or quality issues is required.
  • Strong interpersonal communication skills and the ability to work directly with people across the organization
  • Ability to organize, prioritize, and work effectively in a constantly changing environment
  • Ability to work collaboratively and lead peers by example within a distributed team
  • Strong problem-solving skills are essential. As is taking ownership to ensure timely resolution, a strong sense of urgency, and the ability to plan, organize and successfully execute in an environment under time and resource pressures


Core Values

  • Consistent demonstration and embodiment of company core values Collaboration, Excellence, Innovation, Integrity, Passion, Patient/Stakeholder Centricity
  • Domain Knowledge
  • Experience supporting Windows 7 and 10 computers in an Active Directory Domain environment
  • Experience with image-based deployment, software and patch deployment
  • Experience with Shell scripting
  • Experience with iSupport and Service Now
  • Experience with research applications (Waters, Agilent, Leica, Perkin Elmer, ThermoFisher, SciEx)
  • Familiarity with Lab management solutions, ELN and LIM


Job Tags:
Job Location: Cambridge, MA, 02140