Director of IT Services

A socially responsible biotech company

We’re looking for a forward thinking IT Manager who can anticipate the needs of a fast growing biotech company and help to form a support team that handles Tier 1 and Tier 2 issues, and develop good process for getting escalations through to the software engineering organization.

In this job, you will strategically manage a successful IT Services Team, providing support for Technology Help Desk, Systems Support Services, and Technology Deployment.


  • Develop overall cross-office support plan that incorporates Boston, US, and International offices
  • Perform a gap analysis of current support infrastructure, and implement necessary changes and enhancements
  • Create a strategic roadmap to create a world-class IT Services Team that aligns with business objectives and needs
  • Define IT Services SLAs and develop KPIs to measure overall IT Services performance
    • Define process for reporting/managing to SLAs
    • Develop reporting system to reflect overall performance
  • Define triage process and clear Software Engineering hand-off requirements and process
    • Create metrics to track activity based on triaged requests (calls received, calls resolved, calls escalated, etc.)
    • Define roadmap to automate troubleshooting and request escalation
    • Document support workflows, specifying owners of each segment
  • Create a training roadmap for all users for all IT services and solutions
  • Work with People Team to define and automate onboard and offboard processes and improvements


  • Extremely customer-service oriented
  • Demonstrated responsiveness to all requests
  • Demonstrated ability to satisfy customers
  • Strong written and oral communication skills
  • Operationally-minded: execution-focused, driving to SLAs, proactive reporting


  • 5+ years experience managing IT Services team, with demonstrated success motiving and keeping team on track
  • Experience working in a dynamic, fast-paced, high-growth environment
  • Experience with cloud technology (AWS, O365, GSuite)
  • Willing to travel occasionally
  • International experience preferred
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