Manager, IT Service Delivery

About the Role >>> Manager IT Service Delivery 

As the Manager, IT Service Delivery reporting to the Sr. Director, IT Infrastructure and Operations you will lead end-user support services for our onsite and remote workforce, and laboratories. This full-time, fully onsite leadership role owns service desk performance, manages onsite staff and Managed Service Provider (MSP) services delivery, hardware assets depot, software licenses, laboratory support, VIP and executive coverage, and the IT onboarding experience. The successful candidate combines strong operational discipline with a service-oriented mindset, driving measurable improvements in employee experience, service quality, and reliability across a fast-paced biotechnology environment. 

This role is based out of our San Francisco, CA office (fully onsite, five days per week) and may require 10-20% travel. 

Your work will primarily encompass: 

Service Delivery & Performance 

• Own the service desk operating model, including ticket triage and prioritization, service-level agreements (SLAs), queue health, escalation practices, and service quality across all support channels. 
• Create and deliver service desk reporting on ticket volume, SLA attainment, backlog, aging, trends, recurring issues, and employee experience, using insights to drive measurable improvements. 
• Define support standards, knowledge management, self-service, automation, and user communications, and lead a continuous-improvement roadmap aligned with business growth and employee needs. 

People, MSP & Vendor Leadership 

• Lead, coach, and develop onsite and remote support staff, establishing clear roles, coverage, goals, performance expectations, and consistent service practices across locations and time zones. 
• Hold accountability for MSP performance, including SLAs, service quality, staffing coverage, scorecards, service reviews, corrective actions, and continuous improvement. 
• Manage vendor relationships and the escalation queue, ensuring complex issues are assigned to the appropriate technical team or vendor, and are actively tracked, communicated, and resolved. 
• Partner with Infrastructure, Security, Laboratory Operations, Facilities, and business teams to coordinate support, resolve systemic issues, and maintain reliable service delivery. 

Employee, Executive & Laboratory Support 

• Provide additional, high-touch coverage for senior leadership, including escalated issues, critical meetings, travel, and priority workplace technology needs. 
• Own the end-to-end IT onboarding experience and new-hire IT orientation, ensuring equipment, accounts, access, communications, and training are ready on time. 
• Own the employee offboarding process and ensure it is completed within required timelines to meet SOX control requirements, including access removal, account disablement, software license reclamation, asset recovery, stakeholder communication, and retention of appropriate audit evidence. 
• Own laboratory support performance for users, instrument-connected workstations, peripherals, and approved applications, coordinating with scientists, IT teams, the MSP, and vendors to minimize disruption to laboratory work. 
• Oversee support for end-user hardware, software, identity and access, collaboration tools, conference rooms, audio-visual (AV) systems, mobile devices, printers, and workplace technology across Windows and macOS environments. 

Asset & Software License Management 

• Own the hardware asset lifecycle, including forecasting, procurement coordination, receiving, inventory accuracy, deployment, refresh planning, recovery, and secure disposition. 
• Own software license management, including inventory, assignment and reclamation, utilization, renewals, compliance, and cost optimization in partnership with system owners, Procurement, and Finance. 

Ideal Candidate Profile >>> 

Knowledge: 

• Bachelor’s degree in IT, computer science, or related field or equivalent experience. 
• Relevant industry certifications, such as ITIL, or Microsoft 365 credentials preferred. 
• Strong knowledge of ITIL-based incidents, requests, problems, and change-management processes and ITSM platforms. 
• Technical proficiency in Windows, macOS, Microsoft 365, networking, cloud services, and endpoint management. 
• Familiarity with laboratory instrumentation, GxP-adjacent support practices, and validated or regulated computing environments preferred. 

Experience: 

• Minimum of 8 years of progressive end-user support, service desk, or IT operations experience. 
• Experience working in a biotechnology or pharmaceutical environment, including hands-on support for chemistry and/or biologics laboratories, instrument-connected Windows workstations, and laboratory applications. 
• Three or more years leading service desk or end-user support teams, including remote staff, with accountability for service delivery, performance management, support coverage, team development, and stakeholder communication. 
• Demonstrated ownership of MSP and vendor performance, including escalation management, service reviews, SLA reporting, backlog health, corrective actions, and continuous improvement. 
• Experience owning hardware assets and software license lifecycles, including inventory controls, utilization, renewals, compliance, forecasting, and cost optimization. 
• Experience supporting a SOX-controlled environment, including participation in IT general controls and audit evidence of retention. 
• Experience managing service desk performance, including ticket triage and prioritization, SLAs, queue health, escalations, reporting, and continuous improvement. 
• Experience supporting end-user hardware, software, identity and access, collaboration tools, conference rooms, AV systems, mobile devices, printers, and workplace technology across Windows and macOS environments. 
• Experience providing high-touch support to VIPs and executive leadership and managing end-to-end employee onboarding and offboarding. 

Attributes: 

• Strong operational discipline with a service-oriented mindset. 
• Demonstrated leadership, coaching, and team-development capabilities. 
• Strong ownership and accountability for service quality, performance, and issue resolution. 
• Collaborative and able to partner effectively across Infrastructure, Security, Laboratory Operations, Facilities, business teams, vendors, and managed service providers. 
• Focused on continuous improvement and driving measurable improvements in employee experience, service quality, and reliability. 

The base pay range for this position is expected to be $115,000 - $135,000 annually, however the base pay offered may vary depending on location, market, job related knowledge, skills and capabilities, and experience. The total compensation package for this position also includes equity, bonus, and benefits. 

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