
Highres Biosolutions
Job Details
Description
HighRes Biosolutions is the leading global laboratory automation company, empowering scientists to create results by connecting instrumentation, software, and data – from anywhere in the world. Our partners achieve unprecedented levels of productivity while continually adapting to dynamic scientific, technological, and organizational structures.
We are seeking a talented IT End User Services and Support Manager to join our Information Technology Department. Reporting to the Director of IT, the ideal candidate will play a crucial role in ensuring the smooth operation of our IT infrastructure and providing excellent support to our employees. You will oversee a range of responsibilities, including managing the service desk requests, coordinating escalations, as well as directly handling advanced technical issues.
Responsibilities:
- Manage and lead the technical support activities using FreshService to fulfill requests and coordinate escalations
- Act as the primary IT support contact for employees
- Oversee end user laptop configurations, ensuring hardware and software setups meet company standards and user requirements
- Manage server infrastructure, including patching, security procedures, and authentication issue resolution
- Handle user provisioning, onboarding, and offboarding processes, ensuring efficient and secure access to company resources
- Administer VMWare systems and Windows OS, ensuring stability, performance, and security across the environment
- Manage Active Directory and DNS management, including user/group administration, security policies, and domain services
- Collaborate with other IT teams to implement and maintain IT policies, procedures, and best practices
- Stay updated on industry trends and best practices to continuously improve end user services and support operations
- Provide technical guidance and mentorship to junior team members
Qualifications
- 8+ years of experience in IT support roles, with 3+ years in a support lead role
- Strong technical expertise in server management, virtualization (VMWare), Windows OS administration, and Active Directory
- Strong experience managing Office 365
- Application Support experience
- Experience with IT service management tools, such as Freshservice, and proficiency in incident, problem, and change management processes
- Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and communicate technical concepts to non-technical stakeholders
- Strong problem-solving skills and the ability to thrive in a fast-paced, dynamic environment
Preferred Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field
- Experience supporting Engineering end users including Solidworks CAD systems
- Relevant certifications (e.g., Microsoft Certified Systems Administrator (MCSA), VMware Certified Professional (VCP)) are a plus