Scientific IT Service Desk Manager

Role Overview

Lead and supervise multi-tier IT service desk teams supporting scientific computing, laboratory, and clinical research environments. Manage deskside, Tier 3 engineering, and specialized scientific instrument support for researchers and clinicians.

Ensure rapid response and resolution for mission-critical incidents affecting research workflows and laboratory operations. Implement and maintain IT service management processes using tools such as Service Now.

Strong knowledge of scientific instrumentation systems, laboratory workflows, or clinical research technologies. Experience supporting heterogeneous environments including Windows, macOS, Linux, iOS, and specialized scientific endpoints.

• Bachelor’s degree in a related field (preferred) or equivalent experience
• At least three years of experience managing a multi‑tier IT service desk in research or scientific computing environments
• Strong knowledge of scientific instrumentation systems, laboratory workflows, or clinical research technologies
• Experience supporting heterogeneous environments including Windows, macOS, Linux, iOS, and specialized scientific endpoints
• Proficiency with IT service management (ITSM) platforms such as Service Now and familiarity with incident, problem, change, and configuration management
• Demonstrated ability to lead teams providing deskside support, Tier 3 engineering, and scientific instrument support
• Solid understanding of cybersecurity requirements and compliance needs in federal or scientific environments

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you build your skills and own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and 10 company‑paid holidays