Description

HighRes Biosolutions is the leading global laboratory automation company, empowering scientists to create results by connecting instrumentation, software, and data – from anywhere in the world. Our partners achieve unprecedented levels of productivity while continually adapting to dynamic scientific, technological, and organizational structures.

We are seeking a talented IT End User Services and Support Manager to join our Information Technology Department. Reporting to the Director of IT, the ideal candidate will play a crucial role in ensuring the smooth operation of our IT infrastructure and providing excellent support to our employees. You will oversee a range of responsibilities, including managing the service desk requests, coordinating escalations, as well as directly handling advanced technical issues.

Responsibilities:

• Manage and lead the technical support activities using FreshService to fulfill requests and coordinate escalations
• Act as the primary IT support contact for employees
• Oversee end user laptop configurations, ensuring hardware and software setups meet company standards and user requirements
• Manage server infrastructure, including patching, security procedures, and authentication issue resolution
• Handle user provisioning, onboarding, and offboarding processes, ensuring efficient and secure access to company resources
• Administer VMWare systems and Windows OS, ensuring stability, performance, and security across the environment
• Manage Active Directory and DNS management, including user/group administration, security policies, and domain services
• Collaborate with other IT teams to implement and maintain IT policies, procedures, and best practices
• Stay updated on industry trends and best practices to continuously improve end user services and support operations
• Provide technical guidance and mentorship to junior team members

Qualifications

Required Qualifications:

• 8 years of experience in IT support roles, with 3 years in a support lead role
• Strong technical expertise in server management, virtualization (VMWare), Windows OS administration, and Active Directory
• Strong experience managing Office 365
• Application Support experience
• Experience with IT service management tools, such as Freshservice, and proficiency in incident, problem, and change management processes
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and communicate technical concepts to non-technical stakeholders
• Strong problem-solving skills and the ability to thrive in a fast-paced, dynamic environment

Preferred Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field
• Experience supporting Engineering end users including Solidworks CAD systems
• Relevant certifications (e.g., Microsoft Certified Systems Administrator (MCSA), VMware Certified Professional (VCP)) are a plus