Scientific IT Service Desk Manager

Scientific IT Service Desk Manager

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

Roles & Responsibilities:

• 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.

Required Professional

Skills:

• 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.

Preferred Professional

Skills:

• 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.

Dynanet Team Requirements and Expectations:

• 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 challenge and educate yourself to support and advance IT services delivery in the Federal agencies we serve.
• Excellent judgment and creative problem-solving skills.
• Respond to team member and client requests via email, MS teams, or other communication means during core business hours.
• Active listening skills to understand clients' needs, and collaboration skills to work with other developers and designers.

Education/Experience Requirements:

• 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.

Employee Benefits Overview:

• Industry competitive compensation
• Medical and dental insurance
• Paid time off/holidays
• 401(k) retirement plans with matching
• Paid training
• Employee referral program
• Employee development program