Senior End User Services Leader - IT Operations & Strategy
Wave Life Sciences
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Job summary
Wave Life Sciences is seeking an End User Services Senior Manager to lead deskside support, helpdesk, and workplace technology across all locations. You will own governance, incident triage, vendor oversight, and enterprise ITSM, partnering with IT, cybersecurity, and facilities teams to ensure a high-quality employee experience.
The role requires 10+ years in End User Services or related fields, with strong communication, governance, and experience in regulated environments.
Qualifications
- Bachelor’s degree or equivalent professional experience.
- 10+ years in End User Services, IT Operations, or related workplace technology.
- Experience with enterprise ITSM, reporting, and governance.
- Experience managing vendors and MSPs.
- Regulated environments experience preferred.
Responsibilities
- Oversee deskside and end user support across all Wave locations.
- Ensure incidents and requests are triaged, prioritized, and resolved per SLAs.
- Provide senior escalation point for high-impact issues.
- Coordinate with infrastructure, cybersecurity, and workplace teams.
- Drive service analytics, executive reporting, and continuous improvement.
Skills
Education
Tools
Job description
Wave Life Sciences is seeking an End User Services Senior Manager to lead deskside support, helpdesk, and workplace technology across all locations. You will own governance, incident triage, vendor oversight, and enterprise ITSM, partnering with IT, cybersecurity, and facilities teams to ensure a high-quality employee experience.
The role requires 10+ years in End User Services or related fields, with strong communication, governance, and experience in regulated environments.
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