Sr. Manager, Information Systems Shared Services

Key Responsibilities

Leadership & Operations

• Lead a distributed team of IS professionals across two locations in California and two in Wisconsin.
• Ensure the team delivers prompt and effective help desk support for end users and lab environments.
• Implement workforce planning, team development, and performance management practices that keep team members well-utilized, challenged, and growing.
• Ensure cross-functional alignment between shared services teams and the rest of the Information Systems and Informatics team.
• Build strong, collaborative relationships with stakeholders across departments to understand needs, communicate priorities, and support cross-functional initiatives.
• Serve as the primary relationship manager for vendors providing hardware, software, and services used broadly across the company.
• Negotiate contracts and service levels and ensure vendor performance aligns with expectations.

Process Development & Service Delivery

• Design and execute an operational framework to drive consistency, accountability, and scalability in IT shared services.
• Establish and monitor key performance indicators (KPIs) for responsiveness, resolution time, system uptime, and user satisfaction.
• Create and maintain documentation for SOPs, playbooks, escalation procedures, and SLAs.
• Ensure robust IT support is available for scientific labs and operations, including hardware troubleshooting, system connectivity, and specialized software support.
• Collaborate with lab managers and scientists to proactively support evolving technology needs; Ensure compliance with regulatory standards (e.g., FDA, GxP, GDPR) for laboratory IT systems and data integrity.
• Develop and maintain an inventory of all company software including licensing details, support contacts, configuration specifics, and other metadata required to ensure effective system support and optimized license utilization.
• Build and maintain a hardware asset management process that tracks equipment purchases, user assignments, location, and decommissioning status to support lifecycle planning and regulatory needs. Implement audit process to ensure proper tracking of hardware.
• Conduct regular audits and assessments to ensure adherence to internal policies
• Develop and maintain disaster recovery and business continuity plans to mitigate risks.

Qualification & Requirements

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or related field;
• 10+ years of progressive experience in IT, with 3–5+ years in leadership roles managing teams.
• Strong background in help desk operations, endpoint management, lab IT support, and access governance.
• Proven ability to build operational frameworks, metrics, and cross-training programs from the ground up.
• Excellent communication and relationship-building skills across technical and non-technical stakeholders.
• Experience managing vendors and third-party service providers in a high-accountability environment.

Preferred Qualifications:

• Experience in a biotech, pharma, or life sciences environment
• Experience with ITSM tools (e.g., FreshService, ServiceNow, Jira Service Management).
• Familiarity with GxP, FDA 21 CFR Part 11, and other biotech/pharma compliance frameworks.
• Knowledge of cloud-based productivity and collaboration suites (e.g., Microsoft 365, SharePoint).

Benefits

No information available.