POSITION SUMMARY

As the Sr. Manager of IT Operations, you will be responsible for overseeing day-to-day IT service delivery for our site-based users in Seattle, WA, Louisville, CO, as well as remote users.  This will include general desktop support as well as lab computing support. You will lead and scale a team of internal and third-party resources ensuring exceptional support to our users.

This role is onsite full-time based out of our Seattle, WA location. 

CORE ACCOUNTABILITIES

Specific responsibilities include:  

• Manage and grow a hybrid IT service desk team (comprised of local staff and external service providers), ensuring timely resolution of technical issues and excellent customer service for end users.
• Coordinate day-to-day support activities provided by external technology partners, confirming that they align with our IT operational objectives and deliver value.
• Regularly assess the general computing needs of office and lab-based departments, identifying opportunities for process and technical improvements.
• Partner with scientific staff and instrument vendors to assess lab instrument software requirements and performance.
• Partner with Informatics team members on installation/configuration of scientific data management software.
• Develop and implement IT policies, procedures, and best practices to optimize operational efficiency and ensure compliance with industry regulations.
• Manage software licensing and procurement for general use desktop and SaaS tools.
• Manage procurement of end user and laboratory computing devices and accessories.
• In cooperation with managed service partners and IT leadership, support on-premise IT infrastructure, including servers, networks, and software applications, as needed to ensure uptime and security.
• Stay current with emerging technologies and trends in the biotech industry and make recommendations for innovative solutions to enhance our IT capabilities.

The successful candidate will have:

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field with 8+ years of relevant experience as an IT Operations Manager preferably in the, biotech or pharmaceutical industry. Note: an equivalent combination of education and experience will be considered.
• Exceptional communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization.
• Solid understanding of ITIL framework and best practices for IT service management.
• Strong technical expertise in IT infrastructure, including servers, networks, and software applications.
• Excellent leadership and management skills, with the ability to inspire and motivate a team of IT professionals.
• Demonstrated ability to oversee local software lifecycle management, as well as identity management for a small to mid-size company.
• Strong analytical and problem-solving skills, with the ability to quickly identify and resolve technical issues.
• Knowledge of data security and privacy regulations, with experience implementing appropriate measures to protect sensitive information.
• Flexibility and adaptability to thrive in a fast-paced, dynamic environment with changing priorities and tight deadlines.

Preferred Qualifications:  

• ITIL or similar certifications around IT service management.
• Recent experience overseeing administration of Microsoft EntraID/Azure Acitve Directory.
• Experience administering user accounts/identity management in other cloud platforms (e.g. AWS).
• Recent experience leading operations in a startup environment with ability to be both manager and individual contributor.
• Recent experience managing a hybrid service team – including both internal and external technical teams.

Physical Requirements:  

• This role is onsite 5-days a week based out of our Seattle, WA location.
• Ability to lift up to 25 lbs.
• Ability to travel as needed between Umoja locations. Less than 25% travel.

Salary Range: $161,000 - $195,000