Head of End User & Lab IT Services

Genetix Biotherapeutics; Somerville (MA); Hybrid; USD 135,000 - 165,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Genetix Biotherapeutics is seeking a Manager of End User Services & Lab Support to own the user experience across the Somerville Assembly Row and Hatch Bio sites. This role combines hands-on support with platform ownership, driving metrics, governance, and onboarding/offboarding for a fast-paced, regulated biotech environment.

You will manage Microsoft 365 and DocuSign, administer lab endpoints, and lead a team to deliver high-quality service while partnering with security, infrastructure, HR,

Qualifications

• Bachelor's degree in IT, CS, or related field, or equivalent practical experience.
• 5+ years in end user services/IT service desk; 2+ years in a lead/management role.
• Experience administering Microsoft 365 and DocuSign; SLA management.
• Direct lab IT experience supporting lab endpoints and instrumentation.
• Familiar with AI tools like Claude and applying them to service management.

Responsibilities

• Own end user services function with timely, high-quality break/fix support across hardware, software, and connectivity.
• Manage and improve ITSM system, SLAs, and reporting; maintain knowledge base.
• Oversee onboarding/offboarding with provisioning of accounts, devices, and access.
• Provide hands-on lab IT support for workstations and instrumentation; ensure data protection.
• Lead team, coach staff, and partner with cross-functional teams to align service delivery.

Skills

End user services

Leadership

IT service desk

Customer service

Claude AI

Education

Bachelor's degree in IT / CS

Tools

Microsoft 365

DocuSign

Job description

Genetix Biotherapeutics is seeking a Manager of End User Services & Lab Support to own the user experience across the Somerville Assembly Row and Hatch Bio sites. This role combines hands-on support with platform ownership, driving metrics, governance, and onboarding/offboarding for a fast-paced, regulated biotech environment.

You will manage Microsoft 365 and DocuSign, administer lab endpoints, and lead a team to deliver high-quality service while partnering with security, infrastructure, HR,