Manager, End User Services & Lab Support

About the role

Genetix Biotherapeutics is seeking a Manager to lead End User Services and Lab Support at its Assembly Row campus in Somerville, MA. The role combines hands‑on technical support with ownership of core IT platforms, ensuring both office staff and bench scientists stay productive.

Key responsibilities

• Own and manage end‑user services, delivering timely break/fix support for hardware, software, and connectivity issues.
• Administer and continuously improve the ITSM ticketing system, handling intake, triage, prioritization, escalation, and resolution against defined SLAs.
• Track, report, and act on support metrics such as ticket volume, response times, and user satisfaction.
• Develop and maintain support documentation, knowledge‑base articles, and standard operating procedures.
• Serve as escalation point for complex issues and coordinate with infrastructure, security, and vendor teams.
• Administer key platforms including Microsoft 365 and DocuSign, and support laboratory computing and instrumentation.

Required profile

• Proven experience leading an end‑user services or IT service desk function, preferably in a regulated biotech or life‑science environment.
• Comfortable handling both routine tickets and high‑impact incidents.
• Strong understanding of service‑level management and process improvement.
• Direct laboratory experience is essential to support bench‑side computing and instrumentation.

Required skills

• Microsoft 365 administration
• DocuSign administration
• ITSM ticketing system management (e.g., ServiceNow, JIRA Service Management)
• Hardware and software troubleshooting
• Laboratory computing support