Associate Manager, Systems Engineer, IT

Associate Manager, Systems Engineer, IT

At Agios, we are fueled by connections to transform rare diseases. We foster an inclusive, collaborative culture – one that sparks bold thinking and strengthens our connections with each other and with the rare disease communities we serve. We embrace diverse backgrounds with respect, active listening, and a commitment to inclusion – because our differences shape how we hire, collaborate, and innovate.

Our team's proven track record of executional excellence, combined with our depth of expertise and dedication, enables us to develop innovative medicines that reflect the priorities of rare disease communities. Our commitment is more than scientific – it's deeply personal, grounded in the meaningful connections we have built.

Agios Pharmaceuticals is searching for a dynamic Associate Manager, Systems Engineer to join our End User Experience (EUX) team. We want someone who cares about this important work, and who's driven to connect to our mission of helping these patient communities. This is a hands-on, customer-facing growth role at the intersection of platform administration and everyday end-user support — a strong opportunity for someone with solid IT support experience who is ready to develop deep specialization in our Microsoft 365 collaboration and productivity platform (SharePoint Online, Microsoft Teams, One Drive, and Exchange Online).

You will administer and help improve these services day to day, working under the direction of your manager, who owns platform governance and will mentor you toward taking on greater ownership over time. In equal measure today, you will be a fully engaged member of the End User Experience team: supporting end users directly, working the ticket queue alongside your teammates, and pitching in on onboarding and high-volume periods — with your focus shifting increasingly toward M365 as you grow into the role.

You will partner with business stakeholders, IT Security, and the broader IT organization to deliver a seamless, secure, and well-governed digital workspace, and to ensure our end users have an outstanding experience.

Within the scope at the Service Desk, administer, configure, and maintain the day-to-day health of the Microsoft 365 collaboration and productivity platform, including SharePoint Online, Microsoft Teams, One Drive, and Exchange Online.

Help maintain and apply collaboration platform governance standards — site and team provisioning, lifecycle and access models, external sharing settings, and structure that keeps content findable and appropriately permissioned — within the framework set by your manager.

Once trained on internal processes, will support the governance of collaboration content that may reside within a regulated, GxP context — helping ensure repositories holding validated or regulated content meet FDA, 21 CFR Part 11, and Agios computer systems validation (CSV) requirements, in partnership with your manager, IT Security, Compliance, and QA. (Prior GxP experience is welcomed but not required; we will train the right candidate on our validation and Part 11 framework.)

Deliver excellent, customer-focused end-user support: work the service request and incident queue alongside the EUX team, resolve issues across the collaboration platform and general end-user computing, and grow into an escalation point for complex SharePoint, Teams, and Exchange Online issues as you develop expertise.

Contribute to new-hire onboarding and pitch in during high-volume periods, inspections, and onsite events to ensure the team delivers a consistent, high-quality experience.

Provide secondary support for audio/visual and conference room technology, assisting with meeting and event setups, and deliver executive / white-glove support to senior leaders as needed.

Help monitor service health, adoption, and experience metrics for the collaboration platform, and contribute to continuous improvement and root cause analysis on recurring issues.

Carry out platform changes — feature rollouts, configuration changes, and version updates — through Agios change management, working closely with your manager and the senior…