Manager, End User Services & Lab Support

Scorpion Therapeutics; Boston (MA); On-site; USD 110,000 - 150,000; Full time

Job summary

Scorpion Therapeutics in Somerville, MA, is seeking a Manager of End User Services & Lab Support to lead IT and lab IT operations for scientists and staff in a fast-paced, regulated setting.

You will own ticketing, platform administration (Microsoft 365, DocuSign), onboarding/offboarding, and cross-functional security/infrastructure collaboration, with a focus on process improvement and AI-enabled service delivery.

Qualifications

• Bachelor's degree in IT, CS, or related field.
• 5+ years in end user IT support with 2+ years in a managerial role.
• Hands-on experience with hardware, software, connectivity, and lab IT support.
• Proficiency with Microsoft 365, DocuSign, and ticketing systems.
• Laboratory IT experience is essential.

Responsibilities

• Oversee front-line IT support for staff.
• Manage IT support ticket systems.
• Administer platforms like Microsoft 365 and DocuSign.
• Support laboratory IT needs including instrumentation and data workflows.
• Develop and optimize IT support processes.
• Onboard and offboard staff.
• Collaborate with security and infrastructure teams.
• Implement AI tools to improve service efficiency.
• Maintain high standards of customer service.

Skills

End user IT support

IT management

Customer service

Cross-functional collaboration

Education

Bachelor's degree in IT or CS

Tools

Microsoft 365

DocuSign

Ticketing systems

Job description

Role: Manager, End User Services & Lab Support

at a biotech firm, responsible for ensuring efficient IT support and platform management for laboratory and office staff.

Responsibilities

• Overseeing front-line support
• Managing support ticket systems
• Administering key platforms like Microsoft 365 and DocuSign
• Supporting laboratory IT needs such as instrumentation and data workflows
• Developing support processes
• Onboarding/offboarding staff
• Collaborating with security and infrastructure teams
• Implementing AI tools to enhance service efficiency
• Maintaining high standards of customer service

Qualifications

• Bachelor's degree in IT, Computer Science, or related field
• 5+ years in end user IT support, with at least 2 years in a managerial role
• hands-on experience with hardware, software, connectivity, and lab IT support
• proficiency with Microsoft 365, DocuSign, and ticketing systems
• laboratory IT experience is essential

Preferred Skills

• broader SaaS platform management
• endpoint security tools
• experience in regulated biotech environments (GxP)

The position is based full-time at the Somerville, MA facility, with a focus on supporting scientific and administrative staff in a fast-paced, regulated setting, emphasizing process improvement and cross-functional collaboration.