layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Manager, End User Services & Lab Support at Genetix Biotherapeutics | LAYIQ

End User Services & Support Delivery
Own and manage the end user services function, ensuring timely, high-quality break/fix and support for hardware, software, and connectivity issues across the organization.
Administer and continuously improve the end user ticketing/ITSM system, including intake, triage, prioritization, escalation, and resolution against defined service levels (SLAs).
Track and report on support metrics (ticket volume, response and resolution times, backlog, satisfaction) and use them to drive service improvements.
Develop and maintain support documentation, knowledge base articles, and standard operating procedures to enable consistent, repeatable service.
Serve as the escalation point for complex or high-impact end user issues, and coordinate with infrastructure, security, and vendor teams as needed.
Platform Administration & Ownership
Own administration of key end user platforms, including Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive) and DocuSign — managing accounts, licensing, configuration, and access.
Administer identity and access as part of platform ownership, including group membership, permissions, and application access.
Manage endpoint provisioning, configuration, and lifecycle for both office and lab devices, in coordination with device management (e.g., Microsoft Intune) and security policies.
Partner with security and infrastructure teams to ensure platforms are configured to meet compliance, data protection, and audit requirements.
User Onboarding & Offboarding
Own the IT onboarding and offboarding process, ensuring new hires are provisioned with the right accounts, devices, application access, and platform permissions on day one.
Ensure timely and complete offboarding, including account deactivation, access removal, and asset recovery, in partnership with HR and Security.
Streamline and standardize onboarding/offboarding workflows to reduce manual coordination and improve the employee experience — including for lab staff across multiple systems and sites.
Lab Support & Systems
Provide hands-on IT support at the bench, supporting lab workstations, endpoints, and connected instrumentation.
Support lab endpoint security and management, including disk encryption (BitLocker), patching, device management (Intune), and secure/unattended screen lock policies.
Support lab data protection and instrument data workflows, including backup coverage and automated instrument data export where applicable.
Partner with lab teams and vendors on connectivity, lab applications (e.g., ELN/LIMS), and site network needs to keep scientific workflows running.
Team & Business Partnership
Set the standard for customer service across the IT support team, providing coaching, guidance, and mentorship as the function grows.
Incorporate AI tools such as Claude into daily routines and service management strategy — using them to accelerate ticket resolution, draft communications and knowledge articles, automate routine tasks, and improve overall support efficiency — and champion responsible AI adoption across the support function.
Draft and deliver clear communications to employees and lab teams ahead of rollouts and changes to minimize disruption and support volume.
Build strong cross-functional relationships across IT, HR, lab operations, and business teams to align service delivery with organizational needs.

Manager, End User Services & Lab Support

Employer job description

About Genetix Biotherapeutics

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QUALIFICATIONS

Pay Transparency

Equal opportunity and accommodations

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