Lab Strategy & Technical Services Solutions Director

CBRE Group, Inc.; Mountain View (CA); On-site; USD 180,000 - 260,000; Full time

Job summary

CBRE Group, Inc. is seeking a Director of Technology Support Services to lead end-user technology support across office and specialized lab environments and to shape the digital strategy for lab endpoints and instrumentation.

The role requires 8+ years in progressive IT leadership, with experience in lab/R&D IT, ITSM, and security frameworks for OT devices. You will manage budgets, vendors, and cross-functional teams to drive reliable operations and regulatory compliance.

Qualifications

• IT leadership and program management
• Lab/R&D IT environments experience
• Regulatory/compliance awareness
• Vendor and budget management
• Cross-functional collaboration
• Security for OT and lab devices

Responsibilities

• Lead end-user tech support across office and laboratory spaces
• Develop lab endpoint security and digital lab automation strategies
• Partner with IT, Facilities, EH&S to maintain uptime and network access
• Oversee service delivery, ITIL-aligned operations, and metrics

Job description

About the Role

The Director of Technology Support Services (TSS) & Lab Strategy is a high-impact operational leader who sits at the intersection of Enterprise IT, Facilities Management, and Laboratory Operations. You will lead end-user technology support across office and specialized lab environments, while establishing the strategic roadmap for lab endpoint security, instrument networking, and digital lab automation.

What you\'ll do:

Lab Infrastructure & Digital Strategy

• Lab Tech Roadmap: Partner with scientific, engineering, and facilities leads to evaluate and integrate LIMS, IoT telemetry, lab automation, and specialized lab endpoints into enterprise environments.


• Instrument Security & Compliance: Design security frameworks for air-gapped systems, legacy instrument controllers, and operational technology (OT) while maintaining research agility and regulatory compliance (GLP/GMP, ISO 27001, NIST).


• Cross-Functional Alignment: Align IT, Facilities (IFM), and EH&S to guarantee continuous uptime, power, and high-speed network access for critical lab spaces.

TSS & Service Delivery Management

• End-to-End Support: Oversee Tier 1–3 desktop support, field services, and service desk operations across general office and specialized lab environments.


• ITSM Excellence: Drive ITIL-aligned operations, tracking metrics (MTTR, CSAT, First Contact Resolution) to continuously elevate service quality.

Leadership & Financial Management

• Team Leadership: Lead, coach, and retain a high-performing team of TSS, Lab, and Program Manager professionals. Hire TSS and Lab professionals, specialists, and support technicians.


• Fiscal Oversight: Manage Opex/Capex budgets, hardware lifecycles, and vendor contracts to ensure high ROI on tech investments.

What you\'ll need:

• Experience: 8+ years in progressive IT leadership, including 3+ years specifically managing specialized lab/R&D IT environments alongside standard Enterprise IT support.


• Domain Expertise: Demonstrated success integrating scientific instruments, OT devices, and telemetry with enterprise networks and cloud infrastructure.


• Technical Toolkit: Deep familiarity with ITSM platforms (ServiceNow, Jira), endpoint management (Jamf, Intune, MECM), and security frameworks for OT/lab systems.


• Cross-Functional Leadership: Proven ability to manage vendors, balance complex Opex/Capex budgets, and navigate relationships between internal IT, Facilities/IFM, and lab researchers.


• Stakeholder & Change Management: Proven ability to navigate complex organizational dynamics, communicate high-stakes operational changes clearly to non-technical partners, and resolve cross-departmental friction.


• Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention is preferred.


• Education & Certifications: B.S. in CS, IT, or Engineering (Master\u2019s/MBA preferred). In lieu of a degree, a combination of experience and education will be considered. ITIL v4, PMP, or CISSP certifications are a strong plus.


• Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future