End User & Lab IT Services Manager

Genetix Biotherapeutics; Boston (MA); On-site; USD 135,000 - 165,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Tuition reimbursement

Parental leave

Onsite parking

Job summary

Genetix Biotherapeutics is hiring a Manager to own end user services and lab support across Somerville Assembly Row and Hatch Bio sites. The role blends hands-on service leadership with platform ownership of critical IT systems.

You will oversee Microsoft 365, DocuSign, onboarding/offboarding, and lab endpoints, while partnering with security and infrastructure to ensure compliance and data protection in a fast-paced biotech environment.

Qualifications

• Bachelor’s degree or equivalent practical experience in IT/CS or related field.
• 5+ years in end user services, IT service desk, or desktop support with 2+ years in lead/manager role.
• Hands-on experience with break/fix, end user support, hardware, software, connectivity.
• Experience owning and administering an ITSM/ticketing platform with SLA reporting.
• Hands-on administration with Microsoft 365 and DocuSign.
• Onboarding/offboarding ownership including account provisioning and asset lifecycle.
• Direct laboratory IT experience supporting lab endpoints and instrumentation.
• Familiarity with AI tools (Claude or similar) for service management.
• Excellent communication and customer-service skills for office and scientific staff.
• Strong organizational and process-improvement capabilities.

Responsibilities

• Own and manage end user services, including break/fix support for hardware, software, and connectivity.
• Improve the ITSM/ticketing system with SLA-based triage and escalation.
• Track and report support metrics to drive improvements.
• Develop and maintain support docs and SOPs for consistent service.
• Coordinate with infrastructure, security, and vendors for complex issues.

Skills

End user services

IT service desk

Leadership

Microsoft 365

DocuSign

Lab IT

AI tools Claude

Communication

Process improvement

Organizational skills

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

Microsoft Intune

BitLocker

DocuSign

Job description

Genetix Biotherapeutics is hiring a Manager to own end user services and lab support across Somerville Assembly Row and Hatch Bio sites. The role blends hands-on service leadership with platform ownership of critical IT systems.

You will oversee Microsoft 365, DocuSign, onboarding/offboarding, and lab endpoints, while partnering with security and infrastructure to ensure compliance and data protection in a fast-paced biotech environment.