Manager, IT Support

Job description

The Manager, IT Support is responsible for leading IT support operations and ensuring reliable, secure, and compliant technology services across August Bio. This is a highly hands-on leadership role for end user focused IT professional who combines strong leadership with deep technical expertise in workplace technology, endpoint management, identity management, conferencing room solution and overall sit operation. This individual works closely with business, manufacturing, laboratory, quality, engineering, and administrative teams to ensure technology services support operational requirements and comply with applicable company policies, cybersecurity standards, and GxP expectations. ### Essential Duties and Responsibilities - Lead and manage the IT support function, ensuring timely, professional, and effective resolution of technical issues and service requests. - Supervise, coach, and develop IT support personnel, including establishing objectives, assigning responsibilities, managing workloads, and evaluating performance. - Oversee the IT service management and ticketing platform, ensuring incidents, service requests, problems, and escalations are properly documented, prioritized, assigned, and resolved. - Establish and monitor service-level expectations, key performance indicators, and support metrics to improve response times, resolution times, service quality, and satisfaction. - Provide and coordinate technical support for office, manufacturing, laboratory, warehouse, and remote-working environments. - Oversee the administration, monitoring, and support of IT infrastructure, including servers, endpoints, network equipment, wireless systems, firewalls, telecommunications, conference-room technology, backup systems, and related services. - Manage endpoint configuration, software deployment, operating-system updates, security patches, vulnerability remediation, and device lifecycle activities. - Maintain accurate IT asset and software-license inventories, including equipment assignment, lifecycle status, warranty information, and disposal records. - Support identity and access management activities, including account administration, role-based access, multifactor authentication, periodic access reviews, and privileged-access controls. - Promote cybersecurity best practices and support organizational security initiatives, including endpoint protection, email security, vulnerability management, incident response, security awareness, and data-protection controls. - Support compliance with applicable regulatory and quality requirements, including GxP, 21 CFR Part 11, EU Annex 11, data integrity principles, and company quality-system procedures, as applicable to assigned systems and responsibilities. - Ensure IT support activities affecting regulated systems are performed in accordance with approved procedures, change-control requirements, documentation standards, and validation requirements. - Collaborate with Quality, Manufacturing, Engineering, Laboratory Operations, Supply Chain, Human Resources, Finance, and other business functions to align IT support services with operational and compliance requirements. - Support enterprise platforms and SaaS applications such as Microsoft 365, Microsoft Entra ID/Azure Active Directory, Zoom, collaboration tools, endpoint-management platforms, and other business applications. - Develop and maintain IT support documentation, including knowledge-base articles, system inventories, network diagrams, configuration records, troubleshooting procedures, and disaster-recovery information. - Coordinate planned maintenance, system upgrades, equipment replacements, and other technology changes while minimizing disruption to business and manufacturing operations. - Manage relationships with managed service providers, telecommunications providers, hardware and software vendors, consultants, and other external service providers. - Participate in vendor selection, contract review, service-performance evaluation, licensing management, and IT procurement negotiations. - Provide technical leadership during critical incidents and coordinate communications, escalation, troubleshooting, and service restoration. ### Education and Experience - 6+ years of IT experience, including 2+ years in a leadership or managerial role. - Strong technical expertise in hardware, software, networking, security, and enterprise applications. - Proficiency in IT infrastructure administration, including servers, routers, switches, and firewalls. - Strong communication skills with the ability to interact effectively with both technical and non-technical stakeholders. - Experience managing IT support operations in a fast-paced, growing, or operationally complex environment. - Experience supporting manufacturing, laboratory, warehouse, or other regulated operational environments. - Experience with validated systems and formal IT quality processes, including change control, deviation management, CAPA, periodic access reviews, and audit support. - Familiarity with ERP, LIMS, MES/eBR, QMS, document-management, laboratory, facilities, or serialization systems used within a CDMO or life-sciences organization. - Relevant professional certifications such as ITIL, CompTIA, Microsoft, Cisco, cybersecurity, or project-management certifications is preferred but not required. - Experience managing managed service providers and geographically distributed or after-hours support services.