Senior Desktop Support Manager

IT Cambridge, Massachusetts


Description

Company Overview

Repertoire Immune Medicines is a clinical-stage biotechnology company working to unlock and direct the remarkable power of the human immune system to prevent or treat cancer, as well as autoimmune and infectious disease.  The company is founded on the belief that the repertoire of T cell receptor (TCR)-antigen codes that drive health and disease represents one of the greatest opportunities for innovation in medical science.  Repertoire scientists created and developed the DECODE and DEPLOY suite of technologies, which allow in-depth characterization of TCR-antigen pairs, and the ability to rationally design and develop novel targeted immune medicines.

From its sites in Cambridge, Mass., and Zurich, Switzerland, Repertoire’s team of more than 120 is creating a new category of immune medicines enabled from its DECODE discovery platform.  The company’s first product in the clinic is a novel multiclonal T cell therapy consisting of T cells derived from the peripheral blood, activated against a curated set of antigens, and armed with a proprietary cytokine.  Repertoire is in clinical-stage immuno-oncology development today, targeting metastatic solid tumors.  In the field of autoimmunity, Repertoire is currently using its proprietary platform to discover novel epitopes and TCRs from patients with type 1 diabetes.  The company is also using its DECODE platform to discover infectious disease antigens and responding T cell clones.

Role Overview

Reporting to the VP of Information Technology, this individual will be responsible for providing customer-centric technical support on all infrastructure technologies such as desktop computing, applications, and data networking.  S/he will also be responsible for managing and prioritizing the activities of our IT managed service provider.  The ideal candidate will be comfortable working at all organizational levels, prioritizing tasks, resolving unexpected challenges, and delivering the very highest levels of customer satisfaction.  S/he will demonstrate strong team skills, the ability to multi-task, and work independently on projects or assignments.  The individual must have excellent communication and problem-solving skills, demonstrate attention to detail, and foster customer service excellence.

Key Responsibilities

  • Provide customer-centric technical support on all infrastructure technologies such as desktop computing, applications, cyber security, and data networking.
  • Manage, prioritize, and collaborate with our IT managed service provider to deliver the very highest levels of customer satisfaction.
  • Act as the primary escalation point for technical issues.
  • Interact with other teams to ensure the highest level of customer support and customer satisfaction.
  • Oversee administration of all IT infrastructure end-point devices including computers, printers, phones (desk and mobile), and conference room technologies.
  • Perform root cause analysis and develop strategies for problem remediation.
  • Analyze performance of desktop support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Collaborate with staff and leadership to ensure executions are effective and efficient.
  • Responsible for maintaining compliance with desktop support service level agreements (SLA).
  • Develop and implement help desk policies, processes, and procedures.
  • Assist with onboarding and training of new employees.

Qualifications/Experience

  • B.S. in Information Technology or related science degree.
  • Expertise in desktop administration, customer service, incident/change/release management.
  • 3-5 years of desktop support experience.
  • Experience managing desktop support organizations.
  • Demonstrated ability to achieve implementation goals and meet deadlines in a fast-paced environment.
  • Excellent interpersonal, written, and verbal communication skills with the ability to communicate technical guidance and instruction to all stakeholders and staff members.
  • Knowledge of both Windows operating systems and Mac operating systems.
  • Knowledge of Microsoft Office 365.
  • Laptop and desktop hardware troubleshooting and configuration.
  • General understanding of networking technologies.

 

Repertoire is committed towards social responsibility and developing an inclusive culture.  Much as the power of the immune system lies in the diversity of T and B cells, we believe that our work requires the creativity and ingenuity of a diverse workforce, and we are committed to pursuing that in all facets of the work experience at Repertoire.  We will continue to educate ourselves about the inequities and barriers present in our society and act as a company where we can make a difference.

Repertoire is proud to be an Equal Opportunity Employer.