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Information Technology (IT) Operations & Desktop Services Manager

at BioAgilytix

Posted: 4/28/2019
Job Status: Full Time
Job Reference #: 1045419

Job Description

  • Information Technology
  • Durham, NC, USA
  • Full Time

The Information Technology (IT) Operations and Desktop Services Manager is responsible for management of technical IT operations for the company. He or she coordinates support activities and projects with IT contractors, vendors, and staff in offsite locations and provides hands on technical support to resolve end-user requests and desktop support issues; administer server, backup, and network devices; and maintain the IT knowledge base and standard operating procedures (SOPs). He or she works in close collaboration with the Global IT Manager, Scientific Computing to ensure the IT infrastructure supports the specialized needs of the company.

Essential Responsibilities

Supervision of IT team members

  • Provides guidance, mentorship, and supervision to IT team members on technical and process SOPs
  • Coordinates activities through the assignment of service requests and project tasks, as needed
  • Identifies opportunities for improvement and provides constructive feedback directly to IT team members and outside vendors, as appropriate, and to the Chief Information Officer (CIO) for additional review
  • Updates IT documentation, knowledge base entries, and SOPs as needed
  • Models a positive, service-oriented IT culture


Customer Service and End-User Support

  • Provides timely support to resolve end-user support. This includes, but is not limited to: ensuring all end-user requests are entered into the ticketing system, prioritized and escalated (if necessary), and tracked to closure
  • Ensures equipment and accounts are prepared and IT training is conducted for new employees
  • Manages standard images for all company workstations
  • Identifies patterns and investigates root cause to resolve common issues
  • Develops and delivers training on corporate IT systems to increase efficiency and effectiveness of company employees


System and Asset Administration

  • Responsible for the administration and oversight of equipment inventories and asset records; orders additional hardware, software, supplies, and licenses as needed
  • Supports the administration and maintenance of the BioAgilytix IT infrastructure, including but not limited to: file and application servers, storage arrays, network devices, and the domain
  • Manages the telephony and video conferencing systems
  • Provides technical direction and advice to IT infrastructure team
  • Maintains the qualification of the global IT infrastructure following established change control and computer system validation processes
  • Develops and completes project plans for system upgrades, replacements, and additions
  • Supports BioAgilytix IT recovery during any and all service outages
  • Support annual disaster recovery and business continuity exercises

Additional Responsibilities

  • Completes assigned tasks and projects effectively, completely, and on time
  • Provides IT Support during Sponsor Visits and Regulatory Agency Inspections
  • Other duties as assigned

Minimum Acceptable Qualifications


  • Bachelor's degree in information technology, computer science or a related field or equivalent work experience
  • Not less than seven (7) years' experience in systems and network administration, preferably in a regulated laboratory or research organization
  • Not less than seven (7) years' experience supporting and managing a corporate IT system, including but not limited to: Active Directory, virtualized infrastructure, backup systems, network architecture, data room management, and cloud-based platforms
  • Not less than ten (10) years' experience providing end-user support and desktop engineering


  • Demonstrated ability to handle the technical and management aspects of an IT team
  • Demonstrated ability to provide exceptional customer service and take ownership of problems
  • Ability to deal effectively with a diversity of individuals at all organizational levels
  • Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone, and in writing
  • Ability to take direction and follow standard operating procedures and best practices
  • Ability to plan and prioritize work without supervision
  • Versatility, flexibility, and willingness to work within constantly changing priorities
  • Acute attention to details
  • Ability to demonstrate practical troubleshooting and problem analysis techniques
  • Commitment to documenting work, contributing to the IT knowledge base, and maintain accurate records
  • Ability to work in a fast-paced environment where multiple projects are in process and must be completed in a timely manner
  • Excellent oral and written communication skills

Preferred Credentials

  • Experience implementing ITIL based processes
  • Demonstrated experience leading globally distributed teams
  • Knowledge of and experience with Part 11/Annex 11, GAMP, GDPR, and NIST 800-53
  • Hands on experience with the following technologies, preferred: VMWare, Veeam, MS SQL Server, Office365

Working Environment

  • Primarily office
  • Occasional laboratory/clinical environment
  • Routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets
  • Work requires occasional travel

Physical Demands

  • Ability to work in an upright and /or stationary position for up to eight (8) hours per day
  • Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists to operate office equipment
  • Frequent mobility needed
  • Frequent crouching, stooping, with frequent bending and twisting of upper body and neck
  • Light to moderate lifting and carrying (or otherwise moves) objects including computer equipment, with a maximum lift of 50 pounds
  • Ability to access and use a variety of computer software
  • Ability to communicate information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences
  • Frequently interacts with others to obtain or relate information to diverse groups
  • Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals; Requires multiple periods of intense concentration
  • Performs a wide range of variable tasks as dictated by variable demands and changing conditions with little predictability as to the occurrence; Ability to perform under stress; Ability to multi-task
  • Regular and consistent attendance

Position Type and Expected Hours of Work

  • This is a full-time position
  • Some flexibility in hours is allowed, but the employee must be available during the "core" work hours as published in the BioAgilytix Employee Handbook
  • Occasional weekend, holiday, and early morning/evening work required