Senior Manager, IT Operations

Pacific Biosciences; United States; On-site; USD 150,000 - 210,000; Full time

Job summary

Pacific Biosciences is seeking a Senior IT Manager to own the operational core of IT, including end-user support, core infrastructure, and vendor management. You will lead a small team while standardizing IT planning, prioritization, and communication across sites.

This role operates in a regulated environment where GxP and ISO‑governed processes require validated, documented, and traceable changes. The position emphasizes cost savings, audit readiness, and clear IT messaging to the business.

Qualifications

• Hands-on IT leadership with experience in end-user support and IT ops.
• Experience managing infrastructure and vendor relationships in regulated environments.
• Ability to implement change management processes and audits.
• Strong collaboration with security, facilities, and R&D.

Responsibilities

• Own day-to-day help desk operations and service delivery.
• Define SLAs, OLAs, and track performance metrics.
• Lead infrastructure roadmap, capacity, and DR planning.
• Manage vendor contracts, renewals, and cost optimization.
• Coordinate site builds, data center, and lab connectivity.
• Partner with security on hardening and incident response.

Skills

End-user support

Infrastructure management

Vendor management

Change management

Leadership

Regulated environment

Budgeting & forecasting

Tools

MDM

Imaging software

Data center hardware

Job description

Senior Manager, IT Operations

ABOUT PACIFIC BIOSCIENCES

Pacific Biosciences (PacBio) designs, develops, and manufactures advanced sequencing solutions that help scientists resolve genetically complex problems in human biomedical research, plant and animal sciences, and beyond. Our HiFi long-read and short-read platforms are used across research institutions, clinical labs, and commercial organizations worldwide. Delivering on that mission depends on an IT organization that keeps R&D, manufacturing, quality, commercial, and G&A teams productive, secure, and audit ready.

POSITION SUMMARY

We are seeking a hands‑on Senior IT Manager to own the operational core of PacBio's IT function. This role is accountable for end‑user support and help desk operations, core infrastructure (network, compute, data center, cloud), vendor and contract management, IT change management, project and portfolio management, hardware and software asset inventory, software license management, and IT communications to the business.

This is a builder‑operator role. You will lead and grow a small support and infrastructure team while simultaneously standardizing how IT plans, prioritizes, changes, and communicates its work. Success looks like measurably faster ticket resolution, a stable and well‑documented infrastructure footprint, disciplined change control that holds up under audit, an accurate asset and license position that drives real cost savings, and a business that always knows what IT is doing and why.

The role partners closely with Information Security, Facilities, Quality/Regulatory, R&D, Manufacturing Operations, and Finance, and operates in a regulated environment where systems supporting GxP and ISO‐governed processes require validated, documented, and traceable change.

KEY RESPONSIBILITIES

Help Desk & End-User Services

• Own day‑to‑day help desk operations across all sites: intake, triage, prioritization, escalation, and resolution of end‑user incidents and service requests.
• Define and manage service levels (SLAs/OLAs), queue health, and on‑call and escalation coverage; publish and act on metrics for first‑contact resolution, mean time to resolve, backlog age, reopen rate, and customer satisfaction.
• Directly manage, coach, and develop help desk and end‑user support staff; set performance expectations, run 1:1s, and build career paths and cross‑training coverage.
• Standardize endpoint provisioning, imaging, MDM, onboarding and offboarding, and lab‑adjacent workstation support in coordination with Security and HR.
• Drive down ticket volume at the source through root‑cause analysis, self‑service knowledge base content, and automation of repetitive requests.

Infrastructure & Operations

• Own the reliability, capacity, performance, and lifecycle of core infrastructure: LAN/WLAN/WAN, firewalls, server and storage estate, on‑premises data center and lab network environments, virtualization, backup, and hybrid cloud services.
• Lead infrastructure roadmap and refresh planning, including hardware end‑of‑life, firmware and patch cadence, and capacity forecasting tied to headcount, instrument, and manufacturing growth.
• Own IT business continuity and disaster recovery: define RTO/RPO with business owners, maintain backup and recovery design, and run periodic restore and failover testing.
• Support site, lab, and facility buildouts and relocations - network deployment, structured cabling coordination, data center and lab connectivity, and end‑user readiness - with minimal disruption to research and production.
• Partner with Information Security on hardening, vulnerability remediation, access control, monitoring, and incident response; ensure infrastructure controls are documented and evidence‑ready.

Vendor Management

• Own the IT vendor portfolio end to end: sourcing, technical evaluation, RFP/RFQ, selection, onboarding, and ongoing performance management across hardware, software, managed service providers, telecom, and professional services.
• Negotiate and manage contracts, SOWs, renewals, and MSAs in partnership with Procurement, Legal, and Finance; track renewal calendars so no agreement auto‑renews unexamined.
• Run structured vendor business reviews against defined SLAs, deliverables, and spend; elevate and remediate underperformance.
• Identify and deliver cost savings and cost avoidance through consolidation of redundant platforms, right‑sizing, competitive bidding, and rationalization of overlapping tools.
• Own IT operating and capital budget inputs: forecasting, purchase requisitions, accruals, variance explanation, and spend reporting.

Change Management

• Own the IT change management process: change intake, risk classification, impact assessment, technical and business approval, scheduled change windows, and post‑implementation review.
• Chair the Change Advisory Board (CAB) and maintain the forward schedule of change; enforce standards for rollback plans, testing evidence, and communication requirements.
• Ensure changes to systems suppo