What You'll Do
Guide and support a team of IT professionals responsible for delivering prompt and effective technical assistance. Oversee daily workflows, including ticket management, prioritization, and escalation procedures to maintain service consistency and responsiveness.
Ensure technical support meets established performance standards and aligns with service level agreements. Lead incident response efforts, particularly during major outages, coordinating communication and conducting post-event reviews to identify root causes and prevent recurrence.
Collaborate with infrastructure, security, and applications teams to streamline service delivery and improve resolution times. Work closely with IT leadership on strategic planning, budget development, and resource planning to support long-term goals.
Uphold compliance with internal policies, regulatory requirements, and cybersecurity standards across all support activities.
Requirements
- Bachelor’s degree with at least eight years of progressive experience in IT
- Minimum of three years in a leadership or management role within enterprise IT operations
- Familiarity with ITIL or ITSM frameworks; certification is preferred
- Proven track record in managing cloud-based services and applications
- Experience overseeing technical support, service delivery, or application operations
- Background in designing technical solutions and contributing to system architecture
- Experience building and leading high-performing teams across onsite, hybrid, and remote settings
- Strong technical background with recent hands-on work involving cloud platforms
Benefits
- Competitive salary
- Comprehensive benefits package
- Opportunities for career growth and professional development
- Work environment centered on scientific innovation and creativity
Work Mode
This is an onsite role, requiring presence at the primary location for daily operations and team collaboration.
Company Culture
The organization values scientific inquiry, creative problem-solving, and a dynamic workplace. It is committed to fostering an inclusive environment where all individuals feel respected and empowered. As an equal opportunity employer, it enforces a zero-tolerance policy for discrimination, ensuring all hiring and advancement decisions are based on job-related qualifications.
