On-Site IT Service Lead — Multi-Site Ops (Equity Eligible)

AstraZeneca plc; Boston (MA); On-site; USD 112,000 - 168,000; Full time

Benefits offered by this job

Short-term incentive bonuses

Equity-based awards

Retirement programs

Paid time off

Health, dental, and vision insurance

Job summary

AstraZeneca plc in Boston Seaport asks for an IT Service Support Manager to lead on-site IT support across three sites, ensuring operational readiness and an exceptional user experience. You will work with Network and Infrastructure teams and report to the Site IT Director.

This hands-on role requires five+ years in IT leadership, practical Windows endpoint support, and ServiceNow expertise. On-site presence at all three locations is required and adherence to global IT standards is essential.

Qualifications

• Minimum of five years of experience in an IT managerial or leadership role, including responsibility for enterprise desktop or workplace IT support and day‑to‑day service delivery.
• Hands‑on ability to diagnose and resolve issues with standard Windows endpoints, peripherals, approved mobile devices, and common workplace applications.
• Working understanding of basic networking concepts (such as connectivity, Wi‑Fi, cabling, and IP addressing) and ability to carry out physical checks under direction from Network or Infrastructure teams.
• Experience using ServiceNow for incident and request management, ticket documentation, reporting, escalation, and applicable change procedures.
• Strong written and verbal communication, sound judgment, customer focus, and the ability to keep leadership informed and collaborate across teams.
• Ability and willingness to work on site at all three assigned site locations, prioritize competing requests, and participate directly in support activities.
• Bachelor’s degree in IT or a related field, or equivalent relevant professional experience.

Responsibilities

• Lead daily Site IT support operations across 100 Binney, 290 Binney, and 121 Seaport, ensuring operational readiness, efficient service delivery, responsive on-site and remote support, well-managed ticket queues, timely escalations, and an exemplary user experience.
• Provide hands-on support for standard laptops, desktops, approved mobile devices, printers, and other commodity devices within the Site IT service catalog.
• Troubleshoot standard endpoint, connectivity, account-access, collaboration, and software issues within approved support procedures; engage specialist teams when ownership or access falls outside Site IT.
• Act as on-site hands and eyes for Network and Infrastructure teams: verify physical connections and equipment status, trace or reseat approved cables, collect device indicators, assist with equipment swaps, and perform directed checks under the owning team’s guidance and change controls.
• Coordinate local support for network outages and infrastructure incidents; provide accurate observations, updates, and follow-through without independently changing network configurations or infrastructure standards.
• Oversee site-specific device lifecycle activities, including deployment, refresh, inventory accuracy, asset handling, and secure return or disposal in line with company requirements.
• Use ServiceNow to maintain accurate tickets, meet applicable service-level agreements (SLAs), monitor response and resolution performance, and provide regular metrics that highlight trends, recurring issues, service concerns, and opportunities for improvement.
• Coordinate with Global IT, Information Security, Facilities, vendors, and other support teams to resolve issues and prepare for site changes or business events.
• Follow applicable security, privacy, change management, quality, and site access requirements; elevate potential compliance or operational risks promptly. Strive for excellence in day-to-day service delivery and continually improve how Site IT operates.

Skills

IT Leadership

Windows Endpoints

Networking Basics

ServiceNow

Communication

Education

Bachelor’s degree in IT or related field

Tools

ServiceNow

Job description

AstraZeneca plc in Boston Seaport asks for an IT Service Support Manager to lead on-site IT support across three sites, ensuring operational readiness and an exceptional user experience. You will work with Network and Infrastructure teams and report to the Site IT Director.

This hands-on role requires five+ years in IT leadership, practical Windows endpoint support, and ServiceNow expertise. On-site presence at all three locations is required and adherence to global IT standards is essential.