Manager, IT Operations & End User Services

Biodesix; Louisville (CO); On-site; USD 90,000 - 108,000; Full time

Job summary

Biodesix is seeking a Manager of IT Operations & End User Services in Louisville, CO. The role leads day-to-day IT operations, endpoint support, onboarding/offboarding, and service delivery to ensure business continuity and productivity across the organization.

You will partner with Infrastructure Engineering, Cybersecurity, and other teams to mature IT operations, implement scalable processes, and deliver enhanced end-user experiences in a regulated healthcare-oriented environment.

Qualifications

• Bachelor’s degree in IT or related field; equivalent experience may be considered.
• 6–10 years of progressive experience supporting enterprise IT operations and cloud-based productivity technologies.
• 5+ years of leadership or management experience leading technical support, operational, or infrastructure-focused teams.

Responsibilities

• Lead day-to-day IT operational support functions including service desk operations, endpoint support, onboarding/offboarding coordination, incident management, and service delivery activities.
• Oversee and continuously improve IT processes, workflows, escalation procedures, support standards, documentation, and service delivery effectiveness.
• Establish and maintain operational metrics, support KPIs, ticket management practices, operational reporting, and service delivery measurements.
• Collaborate with Infrastructure Engineering, Cybersecurity, Software Development, Business Intelligence, Quality & Compliance, and business stakeholders to support operational alignment and business continuity.
• Provide technical leadership for Microsoft 365, endpoint technologies, identity/access management, and enterprise productivity systems.

Skills

Leadership

Communication

Problem solving

Cross-functional collaboration

Customer focus

Analytical thinking

Adaptability

Education

Bachelor’s degree in IT or related field

Tools

Microsoft 365

Job description

Every team member at Biodesix has the potential to impact our business and our patients, providers, and partners. Even our company logo includes a “thumbprint” – a visual reminder that encourages all team members to put their fingerprints on our future. Explore our openings below and see if your next role is here with Team Biodesix. Thank you for considering us in your search.

Position: Manager, IT Operations & End User Services

Location: Louisville, CO

Job Id: 839-090050

# of Openings: 1

Manager – IT Operations & End User Services

Biodesix is a leading diagnostic solutions company, driven to improve clinical care and outcomes for patients. Biodesix Diagnostic Tests support clinical decisions to expedite personalized care and improve outcomes for patients with lung disease. Biodesix Development Services enable the world’s leading biopharmaceutical, life sciences, and research institutions with scientific, technological, and operational capabilities that fuel the development of diagnostic tests, tools, and therapeutics.

Our Mission: Transform patient care and improve outcomes through personalized diagnostics that are timely, accessible, and address immediate clinical needs.

Our Vision: A world where patient diseases are conquered with the guidance of personalized diagnostics.

The IT Operations & End User Services Manager is responsible for leading day-to-day IT operational support and end-user technology services across the organization. This role oversees operational IT processes, endpoint support, onboarding/offboarding coordination, endpoint lifecycle management, operational escalations, and service delivery activities that support business continuity, employee productivity, laboratory operations, and enterprise growth. The position partners closely with Infrastructure Engineering, Cybersecurity, Software Development, Business Intelligence, Quality & Compliance, and business stakeholders to ensure stable, scalable, secure, and efficient operational support services across the organization. This is not a traditional help desk management role focused solely on ticket coordination or administrative oversight. The position is designed for a hands‑on technical leader capable of helping mature and scale IT operations, operational support processes, endpoint management, and service delivery functions. The successful candidate must be comfortable operating in a highly technical environment and actively participating in technical troubleshooting, operational escalations, infrastructure coordination, and support process execution while leading and developing the operational support function.

What you’ll do

IT Operations & Service Delivery

• Lead day-to-day IT operational support functions including service desk operations, endpoint support, onboarding/offboarding coordination, incident management, and service delivery activities
• Oversee and continuously improve IT processes, workflows, escalation procedures, support standards, documentation, and service delivery effectiveness
• Establish and maintain operational metrics, support KPIs, ticket management practices, operational reporting, and service delivery measurements
• Coordinate operational communications, escalation management, and issue resolution related to outages, maintenance activities, operational risks, and user-impacting changes
• Collaborate closely with Infrastructure Engineering, Cybersecurity, Software Development, Business Intelligence, Quality & Compliance, and business stakeholders to support operational alignment, predictable execution, and business continuity

Technical Leadership & Innovation

• Participate directly in technical troubleshooting, escalations, endpoint support activities, infrastructure coordination, and operational readiness initiatives
• Provide technical leadership for complex operational and infrastructure issues involving Microsoft 365, endpoint technologies, identity/access management, enterprise productivity systems, and operational support platforms
• Partner with Infrastructure Engineering and Cybersecurity teams to improve endpoint management, operational tooling, automation, and service delivery capabilities
• Identify opportunities to improve support efficiency, user experience, and operational resiliency
• Support operational readiness, coordination, and implementation activities related to infrastructure changes, system upgrades, maintenance events, and enterprise technology deployments
• Assist with root cause analysis, technical problem resolution, operational planning, and continuous improvement efforts across IT teams
• Stay current with emerging technologies, operational support trends, automation capabilities, and AI-driven solutions relevant to IT operations and end-user services

End User Services & Endpoint Operations

• Oversee operational support for workstations, mobile devices, conferencing technologies, printers, Microsoft 365 services, and enterprise productivity tools
• Ensure efficient onboarding, offboarding, provisioning, endpoint lifecycle management, inventory management, and asset tracking activities
• Partner with infrastructure and security teams to support endpoint management technologies, device compliance requirements, and operational support coordination
• Support a high-quality end-user experience through responsive support services and effective operational execution

Operational Governance & Team Leadership

• Drive talent development, workforce planning, coaching, and performance management for the operational support team
• Develop and maintain operational procedures, support documentation, knowledgebase articles, and standard operating procedures
• Drive operational discipline through ticket governance, prioritization, escalation management, workload coordination, and continuous improvement initiatives
• Support audit readiness, operational controls, and compliance documentation requirements within regulated environments
• Lead, mentor, and develop IT support personnel while fostering a collaborative, accountable, and customer-focused culture
• Support cross-functional collaboration, operational scalability, and service improvement initiatives across IT and business teams

What you’ll bring

• Bachelor’s degree in Information Technology, Information Systems, Computer Science, Engineering, Business, or related field; equivalent experience may be considered
• 6-10 years of progressive experience supporting enterprise IT operations, endpoint technologies, Microsoft 365 environments, IT service management platforms, operational process improvement initiatives, and cloud-based enterprise productivity technologies
• 5+ years of leadership or management experience leading technical support, operational, or infrastructure-focused teams, preferred
• Experience managing operational escalations, service delivery activities, support processes, and cross-functional technical coordination
• Technical certifications, operational certifications, or IT service management certifications are a plus
• Exposure to healthcare, laboratory, biotechnology, diagnostics, or regulated or compliance-focused business environments, preferred
• Familiarity with operational documentation, knowledgebase management, and service management best practices
• Proven ability to lead operational support teams, manage competing priorities, and improve service delivery in a fast-paced environment.
• Strong technical, analytical, and problem-solving skills, with experience handling escalations and driving cross-functional collaboration.
• Excellent communication skills and a customer-focused, team-oriented approach.
• Experience in regulated environments preferred; familiarity with HIPAA, FDA, ISO, CLIA, CAP, SOC 2, or similar frameworks is a plus.
• Self-motivated, detail-oriented, and adaptable in a rapidly changing environment.

Compensation & Benefits

• Annual Base Salary Range $90,000 to $108,000
• Discretionary Bonus opportunity
• Comprehensive health coverage: Medical, Dental, and Vision
• Insurance: Short/Long Term Disability and Life Insurance
• 120 hours of annual vacation
• 72 hours of paid sick time off
• 11 paid holidays + 3 floating holidays
• Employee Assistance Program
• Voluntary Benefits
• Employee recognition program

Equal Opportunity Employer

Biodesix is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.