Manager, IT Services & Support

Hygiena provides rapid microbiology diagnostic tests and solutions for mission-critical, time-sensitive processes around the world. Hygiena’s proprietary diagnostic technologies enable customers to; prevent illness and save lives, comply with regulations, protect products and brands, run businesses more effectively. Solutions are sold in a wide range of industries globally, but the core focus is food safety. Headquartered in Camarillo, California and with offices around the world, we are actively looking for talented individuals to help grow the business!

At Hygiena we believe:

• In providing the highest quality products & service
• Being a leader in innovation
• Having a compelling desire to improve and win in the marketplace
• In contributing positively not only in the workplace, but in our community and environment!

With rapid growth comes opportunity. We are looking for a Manager, IT Services & Support, to join our team in Camarillo! This is a full-time, exempt position.

Responsibilities:

• Provides day-to-day leadership and operational management of the IT Service Desk and is responsible for managing Service Desk operations. Assigns, prioritizes, and reallocates work to ensure timely resolution of incidents and requests, appropriate coverage, and adherence to defined service levels. Monitors and manages ticket queues, escalations, and service performance to ensure consistent and reliable delivery of support.
• Provides direct technical directions to Service Desk staff during critical outages. Actively participate in troubleshooting and resolution efforts as needed to restore service and maintain operational stability. Reviews all Root Cause Analyses (RCA) and corrective actions following major incidents. Ensures the team moves beyond “quick fixes” to implement permanent solutions that prevent reoccurrences.
• Develops and enforces a global service strategy to ensure the user experience is seamless and consistent, regardless of geographical location.
• Acts as the primary point of contact for high-priority incidents that threaten global service quality. Translates technical telemetry and incident data into actional insights and reports for IT management, highlighting trends and areas for infrastructure improvement.
• Coordinates with vendors and internal IT pillars to ensure the Service Desk has the tools and information needed to support emerging technologies.
• Oversees endpoint and end-user computing standards, including device provisioning, lifecycle management, compliance, and security posture. Ensuring alignment with established IT standards and security policies related to Windows systems, Intune, Autopilot, Microsoft 365, and endpoint protection tools. Coordinates with Infrastructure, Networking, and Security teams to plan and implement changes, improvements, and remediation activities.

Qualifications:

• Bachelor’s Degree in Computer Science, Information Technology or related field required.
• Minimum of five (5) years of experience in IT Support or Systems Administration required.
• Minimum of three (3) years of supervisory experience managing direct reports required.
• Expert-level knowledge of the M365 suit, including Outlook, Teams, OneDrive, and SharePoint.
• In-depth experience with Entra ID (formerly Azure AD), including Conditional Access policies, SSO, and MFA.
• Hands-on experience with Microsoft Defender for Endpoint or similar EDR/XDR tools to investigate alerts and isolate compromised devices.
• Proficiency with Microsoft Intune (AutoPilot, Configuration Profiles, Compliance Policies) for global device standardization.
• Demonstrated knowledge of Windows 10/11 operating system internals, including event logs, drivers, user profiles, registry, imaging, and performance analysis.
• Microsoft 365 Certified and Microsoft Security Operations Analyst (SC-200) Certified required.
• Experience with Power BI, Excel, or ITSM analytics required.
• Intermediate knowledge of Microsoft Office (Outlook, Word, Excel, Visio, PowerPoint) and Adobe Acrobat required.

Salary Range (applicable to California):

$105,000.00 - $130,000.00 base salary DOE

Supervisory Responsibilities:

In accordance with applicable policies, procedures, and Federal/State laws, this role may include responsibilities such as interviewing, hiring, orienting, and training employees; planning, assigning, and directing work; coaching and evaluating performance; administering rewards and disciplinary actions; addressing employee concerns and resolving issues; and enforcing all safety rules and safe work practices.

Skills/Abilities:

• Excellent communication skills with the ability to clearly convey technical information to non-technical users, collaborate effectively with technical teams, and provide concise updates to IT leadership.
• Strong ownership of service delivery and operational outcomes, with the ability to independently assess situations, prioritize work, and make sound decisions in a fast-paced support environment.
• Demonstrated ability to lead, coach, and develop Service Desk staff while maintaining accountability for performance, quality, and adherence to established processes and standards.
• Excellent communication skills with the ability to clearly convey technical information to non-technical users, collaborate effectively with technical teams, and provide concise updates to IT leadership.
• High level of customer service orientation with the ability to maintain composure, professionalism, and focus during escalations, outages, or urgent operational situations.
• Strong organizational and time-management skills, with the ability to manage competing priorities, balance operational demands, and ensure consistent service delivery.
• Ability to analyze service trends, system behavior, and performance indicators to identify root causes, recommend improvements, and support continuous improvement initiatives.
• Demonstrated commitment to accuracy in documentation, ticket quality, configuration tracking, and procedural adherence.
• Ability to collaborate effectively with Infrastructure, Networking, Security, Applications, and Project teams to support cross-functional technical initiatives.
• Strong problem-solving skills with the ability to navigate unfamiliar issues, evaluate options, and guide resolution efforts using sound judgment and appropriate escalation.
• Commitment to continuous improvement, professional development, and staying current with modern endpoint, cloud, and identity technologies.
• Proven ability to uphold confidentiality, integrity, and ethical conduct while supporting access-controlled systems and sensitive business operations.

Why you’ll want to join our team:

Teamwork as a core value.

At Hygiena, our emphasis on teamwork and cross-functional communication enables us to build stronger bonds within our business.

Be a part of something big.

Hygiena plays a critical role in helping to prevent global health crisis such as foodborne illness, healthcare-associated infections, and other outbreaks.

Giving back to our communities.

Hygiena believes in giving back by supporting local organizations committed to improving the lives of children and youth in our communities.

Benefits and Perks:

• 15 days of PTO & 10 paid company holidays
• Medical with HSA employer contribution, Dental, Vision available 1st of the month after start date
• Company paid Life Insurance, Short* and Long-Term Disability and an Employee Assistance Program
• 401(k) with Safe Harbor and Profit-Sharing employer contributions
• Tuition Reimbursement program
• Charitable Contribution matching
• Employee Referral bonus opportunities

*State paid short-term disability for California based employees

We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Hygiena participates in E-Verify.