Associate Manager, Systems Engineer, IT

The role

The Associate Manager, Systems Engineer, IT will play a key role in the End User Experience (EUX) team, focusing on the Microsoft 365 collaboration and productivity platform. This is a hands-on, customer-facing growth role that combines platform administration and end-user support.

Responsibilities

• Administer, configure, and maintain the day-to-day health of the Microsoft 365 collaboration and productivity platform, including SharePoint Online, Microsoft Teams, OneDrive, and Exchange Online.
• Help maintain and apply collaboration platform governance standards, such as site and team provisioning, lifecycle and access models, external sharing settings, and structure that keeps content findable and appropriately permissioned.
• Support the governance of collaboration content that may reside within a regulated, GxP context, ensuring repositories hold validated or regulated content meet FDA, 21 CFR Part 11, and Agios computer systems validation (CSV) requirements.
• Deliver excellent, customer-focused end-user support, working the service request and incident queue alongside the EUX team, resolving issues across the collaboration platform and general end-user computing, and growing into an escalation point for complex SharePoint, Teams, and Exchange Online issues.
• 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 through Agios change management, working closely with your manager and the senior infrastructure team.
• Partner with business stakeholders to understand collaboration needs and help translate them into well-governed platform capabilities, supporting self-service and automation where it reduces friction.
• Create and maintain technical documentation, governance standards, SOPs, and end-user knowledge base articles.
• Manage relationships with relevant vendors and Microsoft support for the collaboration and productivity stack.
• Ensure adherence to FDA, Agios QA department, and Agios computer systems validation compliance SOPs, and complete all activities in accordance with approved SOPs and IT guidelines.
• Participate in on-call weekly rotation for emergency support and be available to conduct platform maintenance outside core business hours as needed.

Requirements

• Bachelor’s degree, with a preference in Information Technology, Computer Science, or a related field, or equivalent experience.
• 5+ years of progressive IT experience, including substantial end-user support and deskside experience.
• Hands-on experience administering or supporting the Microsoft 365 collaboration and productivity platform (SharePoint Online, Teams, OneDrive, and/or Exchange Online).
• A genuine service orientation and strong end-user support skills, with a track record of delivering an excellent customer experience and a willingness to roll up your sleeves on the ticket queue alongside teammates. Comfort supporting senior leaders and conference room / audio-visual technology is a plus.
• Coachability and a growth mindset — eager to learn, open to direction, and motivated to grow into platform ownership over time.
• Strong troubleshooting and analytical skills, with the ability to work issues independently and know when to escalate.
• Excellent interpersonal, communication, and documentation skills, with the ability to partner effectively across technical and non-technical audiences.
• Self-motivated and directed, able to effectively prioritize across operational and project work.
• Experience with collaboration platform governance (provisioning, permissions, lifecycle, external sharing) is a plus.
• Experience administering Microsoft 365 in a regulated industry; familiarity with GxP / validated computer systems and 21 CFR Part 11 is a plus (not required — we will train).
• Experience with ServiceNow for incident, request, and change management is preferred.
• Familiarity with PowerShell or Microsoft Graph for collaboration platform administration and reporting is a plus.
• Experience with ITIL-based service management processes is plus.
• Previous experience in the biotechnology and/or pharmaceutical industries is a plus.

Benefits

We offer a competitive and equitable performance-based compensation system, including base salary and both short- and long-term incentives that are connected to our business strategy and vary based on individual and company performance. The current base salary range for this position is expected to be between $94,025 and $141,038 annualized; final salary will be determined based on various factors including, but not limited to, years of relevant experience, job knowledge, skills and proficiency, degree/education, and internal comparators. We also provide a premium benefits package that is well-rounded and flexible to help meet the varied personal and professional needs of every member of our team.