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Salary: USD 115,000 - 135,000 / annual
Olema Oncology is a clinical-stage biopharmaceutical company developing novel oncology therapies, with a lead product candidate (palazestrant) in Phase 3 trials for metastatic breast cancer. The company is transforming into a fully integrated oncology organization and seeking a Manager, IT Service Delivery to lead end-user support operations.
Reporting to the Sr. Director, IT Infrastructure and Operations, this fully onsite leadership role (5 days/week, San Francisco; 10-20% travel) owns the complete service desk operating model, manages onsite and remote support staff, oversees Managed Service Provider (MSP) performance, and drives measurable improvements in employee experience and service quality across a fast-paced biotech environment.
Key Responsibilities:
Service Delivery & Performance: Own service desk operations including ticket triage, prioritization, SLAs, queue health, and escalation practices. Create and deliver reporting on ticket volume, SLA attainment, backlog, trends, and recurring issues. Define support standards, knowledge management, self-service automation, and user communications; lead a continuous-improvement roadmap.
People, MSP & Vendor Leadership: Lead, coach, and develop onsite and remote support staff with clear roles, coverage, goals, and performance expectations. Hold accountability for MSP performance including SLAs, service quality, staffing, scorecards, and corrective actions. Manage vendor relationships and escalation queues. Partner with Infrastructure, Security, Laboratory Operations, Facilities, and business teams.
Employee, Executive & Laboratory Support: Provide high-touch coverage for senior leadership including escalated issues and priority technology needs. Own end-to-end IT onboarding and new-hire orientation. Own employee offboarding including SOX control compliance (access removal, account disablement, license reclamation, asset recovery). Own laboratory support for users, instrument-connected workstations, peripherals, and approved applications. Oversee support for hardware, software, identity/access, collaboration tools, conference rooms, AV systems, mobile devices, printers, and workplace technology across Windows and macOS.
Asset & Software License Management: Own hardware asset lifecycle including forecasting, procurement, receiving, inventory, deployment, refresh planning, recovery, and secure disposition. Own software license management including inventory, assignment/reclamation, utilization, renewals, compliance, and cost optimization.
Requirements:
Education & Certifications: Bachelor's degree in IT, computer science, or related field (or equivalent experience). ITIL or Microsoft 365 certifications preferred.
Knowledge: Strong knowledge of ITIL-based incident, request, problem, and change-management processes and ITSM platforms. Technical proficiency in Windows, macOS, Microsoft 365, networking, cloud services, and endpoint management. Familiarity with laboratory instrumentation, GxP-adjacent support practices, and validated/regulated computing environments preferred.
Experience: Minimum 8 years of progressive end-user support, service desk, or IT operations experience. Experience in biotechnology or pharmaceutical environments, including hands-on support for chemistry/biologics laboratories, instrument-connected Windows workstations, and laboratory applications. 3+ years leading service desk or end-user support teams (including remote staff) with accountability for service delivery, performance management, coverage, team development, and stakeholder communication. Demonstrated ownership of MSP and vendor performance including escalation management, service reviews, SLA reporting, backlog health, corrective actions, and continuous improvement. Experience owning hardware assets and software license lifecycles (inventory, utilization, renewals, compliance, forecasting, cost optimization). Experience in SOX-controlled environments including IT general controls and audit evidence retention. Experience managing service desk performance (triage, prioritization, SLAs, queue health, escalations, reporting, continuous improvement). Experience supporting end-user hardware, software, identity/access, collaboration tools, conference rooms, AV systems, mobile devices, printers, and workplace technology across Windows and macOS. Experience providing high-touch support to VIPs and executive leadership; managing end-to-end employee onboarding and offboarding.
Attributes: Strong operational discipline with service-oriented mindset. Demonstrated leadership, coaching, and team-development capabilities. Strong ownership and accountability for service quality, performance, and issue resolution. Collaborative and able to partner effectively across multiple teams and vendors. Focused on continuous improvement and driving measurable improvements in employee experience, service quality, and reliability.
