On-Site IT Service Lead - Multi-Site Support

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

Benefits offered by this job

Health, dental and vision coverage

Short-term incentive bonuses

Equity-based awards (salaried roles)

Job summary

AstraZeneca plc, located in the Boston Seaport area, seeks an IT Service Support Manager to lead on-site IT support across three sites, ensuring operational readiness and exemplary user experience. The role requires hands-on management of commodity workplace devices, coordination with Global IT and local teams, and strict adherence to AstraZeneca’s IT standards.

You will manage SLAs, ticket queues, and incident resolution while driving continuous improvement in service delivery.

Qualifications

• Minimum five years in an IT managerial or leadership role.
• Hands-on ability to diagnose and resolve issues on Windows endpoints and common devices.
• Working understanding of basic networking concepts and on-site checks.
• Experience using ServiceNow for incident management and reporting.
• Strong written and verbal communication with stakeholders.
• Willingness to work on-site at all three locations.

Responsibilities

• Lead day-to-day on-site IT support across assigned sites (100 Binney, 290 Binney, 121 Seaport).
• Provide hands-on support for standard laptops, desktops, mobile devices, printers and other devices.
• Troubleshoot endpoint, connectivity, account-access and software issues per procedures; escalate as needed.
• Act as on-site liaison for Network and Infrastructure teams; assist with changes and checks.
• Coordinate local support for outages and incidents; maintain accurate observations and updates.
• Oversee device lifecycle activities including deployment, refresh and disposal.
• Use ServiceNow to manage tickets, SLAs, and provide actionable metrics.
• Coordinate with Global IT, Security, Facilities, vendors and other teams for site changes.
• Follow security, privacy, change management, and compliance requirements.

Skills

IT leadership

Desktop support

Networking basics

ServiceNow

Communication

On-site presence

Education

Bachelor's degree in IT or related field

Tools

Microsoft 365

Intune

Autopilot

Job description

AstraZeneca plc, located in the Boston Seaport area, seeks an IT Service Support Manager to lead on-site IT support across three sites, ensuring operational readiness and exemplary user experience. The role requires hands-on management of commodity workplace devices, coordination with Global IT and local teams, and strict adherence to AstraZeneca’s IT standards.

You will manage SLAs, ticket queues, and incident resolution while driving continuous improvement in service delivery.