Scientific IT Service Desk Manager

Description

Dynanet started with a focus on IT infrastructure and operations, helping organizations enhance their networks and overcome the limitations of 1990s technology. From strengthening communication channels to introducing innovative ways to collaborate and share information, Dynanet played a crucial role in shaping the early stages of digital transformation. The company’s efforts helped organizations build the very fabric of connectivity that now powers our modern world.

Over the last three decades, Dynanet has grown into a trusted partner for organizations looking to innovate boldly and transform seamlessly. While technology continues to evolve and unlock new opportunities, for nearly 30 years, Dynanet remains committed to delivering cutting‑edge solutions that drive lasting change for its customers. Through agility, foresight, and an unwavering dedication to excellence, Dynanet continues to empower organizations to thrive in a rapidly changing digital landscape.

Our story is more than just a story of technology – it’s a story of vision, growth, and transformation that has shaped the past and continues to pave the way for the future.

Dynanet is seeking a Scientific IT Service Desk Manager to join our program supporting the biomedical research community for our customer.

• 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.
• Oversee support for heterogeneous endpoints including Windows, macOS, Linux, iOS, and scientific instrumentation systems.
• Ensure rapid response and resolution for mission‑critical incidents affecting research workflows and laboratory operations.
• Implement and maintain IT service management processes (incident, problem, change, configuration) using tools such as Service Now.
• Coordinate with researchers, clinicians, IT engineering teams, vendors, and NIH enterprise services to deliver high‑quality support.
• Maintain compliance with cybersecurity requirements and best practices in federal and scientific environments.

• 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.

• Experience leading technology modernization or service improvement initiatives in research‑intensive organizations.
• Advanced familiarity with emerging scientific computing technologies, laboratory automation platforms, or instrument ecosystem integrations.
• Proven ability to build long‑term relationships with scientific stakeholders and translate research needs into IT support strategies.
• Background developing specialized training, documentation, or onboarding programs for scientific end users and lab environments.
• Experience optimizing service desk operations through analytics, workflow automation, or ITIL‑aligned continuous improvement.

• Possess strong written and verbal communication skills.
• Highly organized with the ability to prioritize, balance, and effectively advance multiple competing priorities in a high‑volume, fast‑paced environment.
• Ability to interact in a professional and collaborative manner with fellow Dynanet teammates and the clients, and business partners that we work with.
• Ability and desire to…