Manager, IT Operations

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

ABOUT eGENESIS

eGenesis is aclinical-stage biotechnology company developing human-compatible engineered organs to address the severe global organ shortage. The Company’s proprietary genome engineering platform enables extensive, multiplex gene edits to remove key biological barriers, add protective human transgenes, and inactivate endogenous retroviruses. EGEN-2784, agenetically engineered porcine kidney, is the Company’s lead program and is currently being evaluated in amulti-patient Expanded Access study at MGH. eGenesis is headquartered in Cambridge, MA.

At eGenesis, ourcorevalues—innovation, collaboration, compassion, resilience, and passion—are at the center of how we work. We engineer hope and bring passion to everything we do. We collaborate and learn from one another, combining diverse expertise to tackle complex challenges. We innovate boldly, pushing boundaries and science to new heights. where no pig organ has gone before. With resilience, we navigate challenges and celebrate progress together. And in all we do, we lead with compassion—for our patients, our people, and our pigs.

POSITION SUMMARY

eGenesis is looking for a Manager, IT Operations, based in our Cambridge, MA office with three days per week onsite, to run day-to-day technology operations across our four sites in Massachusetts, Wisconsin and Indiana. You will report to the Associate Director, Information Technology & Cybersecurity, and will own IT service delivery, endpoint and identity management, site infrastructure, and the performance of our managed service providers and support vendors. Occasional travel to our other sites is expected.

This is a hands‑on role. You will administer core systems and work escalated issues yourself, and you will also direct our external partners and hold them to their service commitments. Employees at every site should get fast, effective support, and our operations have to hold up to the standards of a regulated environment —our labs and clinical programs depend on this infrastructure running well.

The role includes participation in off‑hours incident response for critical outages and occasional planned maintenance outside business hours.

PRIMARY RESPONSIBILITIES

• Lead day-to-day IT operations and service delivery across all four eGenesis sites
• Manage the service desk in Freshservice, including queue management, prioritization, escalation handling, and quality of support
• Direct the work of managed service providers and support vendors, monitor vendor SLAs, and manage escalations through resolution
• Administer Microsoft 365, Entra ID, and Intune, including device compliance and security policies, conditional access, application deployment, and license management
• Manage the employee technology lifecycle, including onboarding, role changes, offboarding, and hardware provisioning and recovery
• Support endpoints (Windows and macOS), mobile devices, printers, conference rooms, and site infrastructure
• Support laboratory instrument workstations, connected lab systems, and lab software, coordinating with lab operations teams and instrument vendors
• Coordinate incident response for outages and service disruptions across internal staff and vendors, and drive issues to root cause
• Follow and enforce change control practices for changes affecting GxP systems, including documentation and closure evidence
• Perform periodic access reviews and support security operations, audits, and compliance activities
• Manage vendor contracts, quotes, purchase orders, renewals, and invoice review for IT services, hardware, and software
• Maintain accurate asset inventory, software and license records, documentation, and runbooks
• Lead operational projects such as office buildouts, hardware refreshes, and system rollouts from planning through verification
• Support the rollout, administration, and user enablement of approved AI tools in partnership with IT leadership
• Track and report service metrics, risks, and recurring problems to IT leadership with recommendations
• Serve as a liaison between IT and other business units for operational needs

BASIC QUALIFICATIONS

• A minimum of 5 years of progressive experience in Information Technology, with at least 2 years managing service delivery, vendors, or a support function
• Demonstrated experience overseeing managed service providers and technology vendors, including SLA monitoring, escalation management, and contract accountability
• Strong experience administering Microsoft 365 (Office, Teams, SharePoint, OneDrive), Entra ID, and Intune, including building and testing device compliance and security policies
• Experience managing macOS devices with an MDM platform (Kandji/Iru or equivalent)
• Working knowledge of networking fundamentals, including switching, Wi‑Fi, VPN, and firewalls
• Experience administering an IT service management platform (Freshservice, ServiceNow, Jira Service Management, or similar) and managing to defined SLAs
• Experience supporting office‑based and remote employees across multiple sites
• Strong project management skills, including handling multiple projects concurrently and meeting deadlines
• Exceptional communication, problem‑solving, and customer service skills, with the demonstrated ability to collaborate with stakeholders at all organizational levels

PREFERRED QUALIFICATIONS

• A bachelor’s degree in Information Systems, Computer Science, or a closely related technical field
• Prior experience providing IT support within a biotech or pharmaceutical laboratory or other regulated setting, including exposure to GxP requirements, computer system validation, or 21 CFR Part 11
• Experience with AWS or another cloud platform
• Experience working with endpoint security tooling and managed detection and response providers
• ITIL Foundation or equivalent service management training, or relevant Microsoft, security, or networking certifications

$135,000 - $157,500 a year