Manager, IT Operations & End User Services

About the role

The IT Operations & End User Services Manager at Biodesix is responsible for leading day-to-day IT operational support and end-user technology services across the organization. This role oversees operational IT processes, endpoint support, onboarding/offboarding coordination, endpoint lifecycle management, operational escalations, and service delivery activities that support business continuity, employee productivity, laboratory operations, and enterprise growth.

Responsibilities

• IT Operations & Service Delivery
  • Lead day-to-day IT operational support functions including service desk operations, endpoint support, onboarding/offboarding coordination, incident management, and service delivery activities
  • Oversee and continuously improve IT processes, workflows, escalation procedures, support standards, documentation, and service delivery effectiveness
  • Establish and maintain operational metrics, support KPIs, ticket management practices, operational reporting, and service delivery measurements
  • Collaborate closely with Infrastructure Engineering, Cybersecurity, Software Development, Business Intelligence, Quality & Compliance, and business stakeholders to support operational alignment, predictable execution, and business continuity
• Technical Leadership & Innovation
  • Participate directly in technical troubleshooting, escalations, endpoint support activities, infrastructure coordination, and operational readiness initiatives
  • Provide technical leadership for complex operational and infrastructure issues involving Microsoft 365, endpoint technologies, identity/access management, enterprise productivity systems, and operational support platforms
  • Partner with Infrastructure Engineering and Cybersecurity teams to improve endpoint management, operational tooling, automation, and service delivery capabilities
  • Identify opportunities to improve support efficiency, user experience, and operational resiliency
  • Support operational readiness, coordination, and implementation activities related to infrastructure changes, system upgrades, maintenance events, and enterprise technology deployments
  • Aid in root cause analysis, technical problem resolution, operational planning, and continuous improvement efforts across IT teams
• End User Services & Endpoint Operations
  • Oversee operational support for workstations, mobile devices, conferencing technologies, printers, Microsoft 365 services, and enterprise productivity tools
  • Ensure efficient onboarding, offboarding, provisioning, endpoint lifecycle management, inventory management, and asset tracking activities
  • Partner with infrastructure and security teams to support endpoint management technologies, device compliance requirements, and operational support coordination
  • Support a high-quality end-user experience through responsive support services and effective operational execution
• Operational Governance & Team Leadership
  • Drive talent development, workforce planning, coaching, and performance management for the operational support team
  • Develop and maintain operational procedures, support documentation, knowledgebase articles, and standard operating procedures
  • Drive operational discipline through ticket governance, prioritization, escalation management, workload coordination, and continuous improvement initiatives
  • Support audit readiness, operational controls, and compliance documentation requirements within regulated environments
  • Lead, mentor, and develop IT support personnel while fostering a collaborative, accountable, and customer-focused culture
  • Support cross-functional collaboration, operational scalability, and service improvement initiatives across IT and business teams

Requirements

• Bachelor’s degree in Information Technology, Information Systems, Computer Science, Engineering, Business, or related field; equivalent experience may be considered
• 6-10 years of progressive experience supporting enterprise IT operations, endpoint technologies, Microsoft 365 environments, IT service management platforms, operational process improvement initiatives, and cloud-based enterprise productivity technologies
• 5+ years of leadership or management experience leading technical support, operational, or infrastructure-focused teams, preferred
• Experience managing operational escalations, service delivery activities, support processes, and cross-functional technical coordination
• Technical certifications, operational certifications, or IT service management certifications are a plus
• Exposure to healthcare, laboratory, biotechnology, diagnostics, or regulated or compliance-focused business environments, preferred
• Familiarity with operational documentation, knowledgebase management, and service management best practices
• Proven ability to lead operational support teams, manage competing priorities, and improve service delivery in a fast-paced environment
• Strong technical, analytical, and problem-solving skills, with experience handling escalations and driving cross-functional collaboration
• Excellent communication skills and a customer-focused, team-oriented approach
• Experience in regulated environments preferred; familiarity with HIPAA, FDA, ISO, CLIA, CAP, SOC 2, or similar frameworks is a plus
• Self-motivated, detail-oriented, and adaptable in a rapidly changing environment