What are the responsibilities and job description for the IT Support Manager position at Harrow?
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Who is Harrow?
Harrow (Nasdaq: HROW) is a leading North American ophthalmic-focused pharmaceutical company. Harrow is an incredible entrepreneurial company – where we celebrate the ability of every member of the Harrow Family to be the CEO of their job. Harrow’s values have driven interest over the past decade in attracting high-performing professionals in a variety of disciplines. Members of our Harrow Family often express their pride in being a part of our commitment to (1) innovation, (2) patient access to affordable medicines, and (3) our track record of having never turned down an ophthalmologist doing mission work around the world – providing free medicines in support of mission work aimed at giving or maintaining the gift of sight to those most in need. We encourage you to learn more about Harrow and its unique culture to see if you’re the right person to help contribute as we build a truly exceptional company, one we are all so proud of!
Harrow’s ophthalmic pharmaceutical portfolio is one of the most comprehensive in the industry, including:
The IT Support Manager leads Harrow’s IT support operations, ensuring the stability, security, and efficiency of the company’s IT infrastructure. This position combines traditional IT support leadership with hands-on involvement in network and cybersecurity support. The role ensures that end-user support services, system reliability, and incident management are delivered to high standards while assisting the Network Security Manager in maintaining and securing network and cloud environments.
This role is designed to strengthen cross-functional collaboration between IT operations and network security to achieve high service reliability, user satisfaction, and data protection.
Core Responsibilities
IT Support and Service Management
Who is Harrow?
Harrow (Nasdaq: HROW) is a leading North American ophthalmic-focused pharmaceutical company. Harrow is an incredible entrepreneurial company – where we celebrate the ability of every member of the Harrow Family to be the CEO of their job. Harrow’s values have driven interest over the past decade in attracting high-performing professionals in a variety of disciplines. Members of our Harrow Family often express their pride in being a part of our commitment to (1) innovation, (2) patient access to affordable medicines, and (3) our track record of having never turned down an ophthalmologist doing mission work around the world – providing free medicines in support of mission work aimed at giving or maintaining the gift of sight to those most in need. We encourage you to learn more about Harrow and its unique culture to see if you’re the right person to help contribute as we build a truly exceptional company, one we are all so proud of!
Harrow’s ophthalmic pharmaceutical portfolio is one of the most comprehensive in the industry, including:
- An expanding Posterior Portfolio including IHEEZO® and TRIESENCE®
- A broad Dry Eye Disease product line, led by VEVYE® and bolstered by well-known adjacent ocular surface disease products such as FLAREX® and TOBRADEX® ST
- A Specialty Anterior Segment product line, which includes various high-need and utility products such as ILEVRO®, NEVANAC®, and VERKAZIA®
The IT Support Manager leads Harrow’s IT support operations, ensuring the stability, security, and efficiency of the company’s IT infrastructure. This position combines traditional IT support leadership with hands-on involvement in network and cybersecurity support. The role ensures that end-user support services, system reliability, and incident management are delivered to high standards while assisting the Network Security Manager in maintaining and securing network and cloud environments.
This role is designed to strengthen cross-functional collaboration between IT operations and network security to achieve high service reliability, user satisfaction, and data protection.
Core Responsibilities
IT Support and Service Management
- Lead the IT service desk team in providing timely and effective technical support for all employees across multiple sites.
- Oversee daily service desk operations, incident response, and escalation management to ensure minimal business disruption.
- Manage IT assets, hardware/software inventory, and system lifecycle processes.
- Maintain and optimize end-user computing environments (laptops, desktops, tablets, peripherals, printers, conferencing systems).
- Enforce IT service delivery standards, documentation, and performance metrics.
- Collaborate with business units to align IT support services with operational needs.
- Manage vendor relationships for IT hardware, software, and support services.
- Serve as IT point of contact for all business applications supported by IT.
- Prepare and monitor the IT support budget, ensuring cost-effective solutions.
- Assist the Network Security Manager with day-to-day management and monitoring of network infrastructure (LAN, WAN, VPN, wireless, firewalls).
- Support in implementing and maintaining endpoint and network security controls.
- Participate in vulnerability assessments, security audits, and incident response efforts.
- Monitor network and system performance, ensuring uptime and scalability.
- Assist in the documentation of network configurations, change logs, and security procedures.
- Provide backup coverage for key network and cybersecurity functions as needed.
- Support the deployment of secure cloud-based and virtualized environments.
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Minimum 5 years of experience in IT support, service delivery, or systems administration.
- Working knowledge of networking fundamentals (LAN/WAN/VPN, firewalls, routing, switching).
- Familiarity with cybersecurity principles, endpoint protection, and compliance best practices.
- Strong understanding of Microsoft 365, Azure AD, and cloud-based management tools.
- Excellent leadership and team management skills.
- Strong analytical, troubleshooting, and decision-making abilities.
- Azure Administrator, ITIL v4, CompTIA Network , or Security certification preferred.
- On-Site
- Up to 10%