End User & Lab IT Services Manager

Genetix Biotherapeutics

Boston (MA)

On-site

USD 135,000 - 165,000

Full time

14 days+

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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.