<p>The Position</p> <p>We are seeking a people-focused and operationally strong Sr. Manager, Information Systems Shared Services to lead team members located in four sites who provide essential help desk and lab support across the company. This individual will be responsible for developing and managing the IS shared services function-ensuring high-quality delivery of help desk support, lab IS operations, software access provisioning, and vendor relationship management.</p> <p>The ideal candidate will build an operational framework, implement meaningful KPIs, foster cross-training, and create an agile team culture that ensures resilient, uninterrupted support for the company, and compliance with industry regulations. This role requires a strategic thinker who excels at building strong partnerships with both IS colleagues and business stakeholders across the organization.</p> <p>Responsibilities</p> <ul> <li> <p>Leadership & Operations</p> </li><li> <p>Lead a distributed team of IS professionals across two locations in California and two in Wisconsin.</p> </li><li> <p>Ensure the team delivers prompt and effective help desk support for end users and lab environments.</p> </li><li> <p>Implement workforce planning, team development, and performance management practices that keep team members well-utilized, challenged, and growing.</p> </li><li> <p>Ensure cross-functional alignment between shared services teams and the rest of the Information Systems and Informatics team.</p> </li><li> <p>Build strong, collaborative relationships with stakeholders across departments to understand needs, communicate priorities, and support cross-functional initiatives.</p> </li><li> <p>Serve as the primary relationship manager for vendors providing hardware, software, and services used broadly across the company.</p> </li><li> <p>Negotiate contracts and service levels and ensure vendor performance aligns with expectations.</p> </li><li> <p>Process Development & Service Delivery</p> </li><li> <p>Design and execute an operational framework to drive consistency, accountability, and scalability in IT shared services.</p> </li><li> <p>Establish and monitor key performance indicators (KPIs) for responsiveness, resolution time, system uptime, and user satisfaction.</p> </li><li> <p>Create and maintain documentation for SOPs, playbooks, escalation procedures, and SLAs.</p> </li><li> <p>Ensure robust IT support is available for scientific labs and operations, including hardware troubleshooting, system connectivity, and specialized software support.</p> </li><li> <p>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.</p> </li><li> <p>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.</p> </li><li> <p>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.</p> </li><li> <p>Conduct regular audits and assessments to ensure adherence to internal policies</p> </li><li> <p>Develop and maintain disaster recovery and business continuity plans to mitigate risks.</p> </li></ul> <p>Requirements:</p> <ul> <li>Bachelor's degree in Computer Science, Information Technology, or related field; </li><li>10+ years of progressive experience in IT, with 3-5+ years in leadership roles managing teams. </li><li>Strong background in help desk operations, endpoint management, lab IT support, and access governance. </li><li>Proven ability to build operational frameworks, metrics, and cross-training programs from the ground up. </li><li>Excellent communication and relationship-building skills across technical and non-technical stakeholders. </li><li>Experience managing vendors and third-party service providers in a high-accountability environment. </li></ul> <p>Preferred Qualifications:</p> <ul> <li>Experience in a biotech, pharma, or life sciences environment </li><li>Experience with ITSM tools (e.g., FreshService, ServiceNow, Jira Service Management). </li><li>Familiarity with GxP, FDA 21 CFR Part 11, and other biotech/pharma compliance frameworks. </li><li>Knowledge of cloud-based productivity and collaboration suites (e.g., Microsoft 365, SharePoint). </li></ul>