IT Operations Manager - Biotech Labs & Enterprise IT

Egenesis; Cambridge (MA); Hybrid; USD 135,000 - 158,000; Full time

Job summary

eGenesis, a Cambridge, MA biotech company, seeks a hands-on Manager, IT Operations to run day-to-day technology operations across four sites and oversee service delivery, endpoints, and vendor performance. This role requires onsite three days per week with occasional travel and reports to the Associate Director of IT & Cybersecurity.

You will administer Microsoft 365, Entra ID, and Intune, manage the service desk, and coordinate incident response while ensuring GxP compliance and security

Qualifications

• Minimum 5 years of progressive IT experience, includes 2+ years in service delivery or vendor management.
• Experience overseeing MSPs/tech vendors with SLA monitoring and escalations.
• Strong experience with Microsoft 365, Entra ID, Intune, device compliance, and security policies.
• Mac device management using an MDM platform (Kandji/Iru or equivalent).
• Knowledge of networking fundamentals (switching, Wi‑Fi, VPN, firewalls).
• Experience with ITSM platforms (Freshservice, ServiceNow, Jira Service Management).
• Experience supporting both office-based and remote staff across multiple sites.
• Excellent communication, problem-solving and customer-service skills.

Responsibilities

• Lead day-to-day IT operations and service delivery across four sites.
• Manage the service desk in Freshservice: queue management, prioritization and escalations.
• Direct vendors/ MSPs, monitor SLAs and drive to resolution.
• Administer Microsoft 365, Entra ID, Intune, and enforce device compliance.
• Oversee employee tech lifecycle: onboarding, changes, offboarding, provisioning.
• Support Windows/macOS endpoints, mobile devices, printers, labs and office infra.
• Coordinate incident response for outages and drive root-cause.
• Enforce change control for GxP systems and document closures.
• Conduct access reviews and support security/audit activities.
• Manage vendor contracts, quotes, POs, renewals and invoicing.
• Maintain accurate asset and software inventories and runbooks.
• Lead IT projects from planning through rollout and verification.
• Support rollout and user enablement of approved AI tools by IT leadership.
• Track service metrics and risks, report to IT leadership.

Skills

IT operations

Vendor management

Microsoft 365

Entra ID

Intune

Networking basics

Project management

Communication skills

Remote support

Education

BS in IS/CS

Tools

Freshservice

ServiceNow

Jira Service Management

Kandji

Intune

AWS

Job description

eGenesis, a Cambridge, MA biotech company, seeks a hands-on Manager, IT Operations to run day-to-day technology operations across four sites and oversee service delivery, endpoints, and vendor performance. This role requires onsite three days per week with occasional travel and reports to the Associate Director of IT & Cybersecurity.

You will administer Microsoft 365, Entra ID, and Intune, manage the service desk, and coordinate incident response while ensuring GxP compliance and security