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eGenesis is a clinical-stage biotechnology company developing human-compatible engineered organs to address the global organ shortage. The company's proprietary genome engineering platform enables extensive gene edits to remove biological barriers, add protective human transgenes, and inactivate endogenous retroviruses. EGEN-2784, a genetically engineered porcine kidney, is the lead program currently in a multi-patient Expanded Access study at MGH.
The Manager, IT Operations will run day-to-day technology operations across four eGenesis sites in Massachusetts, Wisconsin, and Indiana, reporting to the Associate Director, Information Technology & Cybersecurity. This is a hands-on role requiring three days per week onsite in Cambridge with occasional travel to other sites.
Key responsibilities include:
- Lead day-to-day IT operations and service delivery across all four sites
- Manage the service desk in Freshservice, including queue management, prioritization, and escalation handling
- Direct managed service providers and support vendors, monitor SLAs, and manage escalations
- Administer Microsoft 365, Entra ID, and Intune, including device compliance, security policies, conditional access, and license management
- Manage employee technology lifecycle: onboarding, role changes, offboarding, hardware provisioning and recovery
- Support endpoints (Windows and macOS), mobile devices, printers, conference rooms, and site infrastructure
- Support laboratory instrument workstations, connected lab systems, and lab software in coordination with lab operations and vendors
- Coordinate incident response for outages and service disruptions; drive issues to root cause
- Follow and enforce change control practices for GxP systems with proper documentation
- Perform periodic access reviews and support security operations, audits, and compliance activities
- Manage vendor contracts, quotes, purchase orders, renewals, and invoice review
- Maintain accurate asset inventory, software and license records, documentation, and runbooks
- Lead operational projects such as office buildouts, hardware refreshes, and system rollouts
- Support rollout, administration, and user enablement of approved AI tools
- Track and report service metrics, risks, and recurring problems to IT leadership
- Serve as liaison between IT and other business units
- Participate in off-hours incident response for critical outages and occasional planned maintenance
REQUIREMENTS:
- Minimum 5 years progressive IT experience, with at least 2 years managing service delivery, vendors, or a support function
- Demonstrated experience overseeing managed service providers and technology vendors, including SLA monitoring, escalation management, and contract accountability
- Strong experience administering Microsoft 365 (Office, Teams, SharePoint, OneDrive), Entra ID, and Intune, including building and testing device compliance and security policies
- Experience managing macOS devices with an MDM platform (Kandji/Iru or equivalent)
- Working knowledge of networking fundamentals: switching, Wi-Fi, VPN, and firewalls
- Experience administering an IT service management platform (Freshservice, ServiceNow, Jira Service Management, or similar) and managing to defined SLAs
- Experience supporting office-based and remote employees across multiple sites
- Strong project management skills, handling multiple projects concurrently and meeting deadlines
- Exceptional communication, problem-solving, and customer service skills with demonstrated ability to collaborate with stakeholders at all organizational levels
PREFERRED QUALIFICATIONS:
- Bachelor's degree in Information Systems, Computer Science, or closely related technical field
- Prior IT support experience within biotech or pharmaceutical laboratory or other regulated setting, including exposure to GxP requirements, computer system validation, or 21 CFR Part 11
- Experience with AWS or another cloud platform
- Experience with endpoint security tooling and managed detection and response providers
- ITIL Foundation or equivalent service management training, or relevant Microsoft, security, or networking certifications
