End User Services & Lab Support Manager

About Genetix Biotherapeutics

At Genetix Biotherapeutics every role has meaning, every team member is respected, and every day is a chance to make a difference. When you join Genetix, you're not just landing a new role, you become part of a company that's pursuing curative gene therapies to give patients and their families more days. We are doers, thinkers and collaborators who embrace and live by our values:

Our innovation is rooted in the diversity of our teams and results are achieved through cooperation and the integration of multiple viewpoints. This is personal and we approach every challenge with radical care.

This is a full-time position (5 days a week) at our lab facility and HQ located at Assembly Row, Somerville, MA.

SUMMARY

The Manager, End User Services & Lab Support will own the end-to-end experience that keeps Genetix employees and laboratories productive — from front-line break/fix support and service ticket management to the day-to-day administration of the core platforms our workforce relies on. This role is both a hands-on service leader and a platform owner, responsible for the quality, responsiveness, and continuous improvement of IT support across our Somerville – Assembly Row and Hatch Bio sites.

This role will serve as the primary owner of end user services, setting the standard for how support is delivered, how tickets are triaged and resolved against service levels, and how employees are onboarded and offboarded. Because a significant portion of our user base works at the bench, the Manager will also be responsible for supporting laboratory computing and instrumentation — making direct lab experience essential to success in this role.

The ideal candidate is an experienced end user services or IT service desk leader who is equally comfortable resolving a break/fix ticket, administering key platforms such as Microsoft 365 and DocuSign, and building the processes and metrics that raise the bar on service delivery — all within a fast-paced, regulated biotech environment.

RESPONSIBILITIES

End User Services & Support Delivery

• Own and manage the end user services function, ensuring timely, high-quality break/fix and support for hardware, software, and connectivity issues across the organization.
• Administer and continuously improve the end user ticketing/ITSM system, including intake, triage, prioritization, escalation, and resolution against defined service levels (SLAs).
• Track and report on support metrics (ticket volume, response and resolution times, backlog, satisfaction) and use them to drive service improvements.