Manager, IT Service Delivery

About the role

The Manager, Information Technology is responsible for the day-to-day administration, support, and delivery of information technology services across CG Oncology. This role serves as the primary point of contact for end-user support, onboarding and offboarding activities, device lifecycle management, account administration, and IT service requests. Working closely with the Associate Director, Information Technology & Facilities, this position ensures reliable, secure, and efficient technology operations that support a remote-first workforce.

Essential Functions

• Serve as the primary point of contact for IT support requests and troubleshooting.
• Respond to and resolve hardware, software, connectivity, and access issues in a timely manner.
• Manage and track support tickets, ensuring adherence to service level expectations.
• Escalate complex issues to managed service providers, vendors, or internal leadership as appropriate.
• Develop and maintain knowledge base articles, user guides, and support documentation.
• Deliver high-quality customer service while supporting a geographically dispersed workforce.

Employee Onboarding & Offboarding

• Coordinate all IT onboarding activities for new employees and contractors.
• Provision laptops, mobile devices, accounts, software licenses, and system access.
• Conduct new hire IT orientations and provide end-user training.
• Care for offboarding activities, including account deactivation, equipment recovery, and access removal.
• Maintain onboarding and offboarding checklists and documentation.
• Ensure compliance with company security and access management procedures.

Identity & Access Management

• Administer user accounts across Microsoft 365, Azure Active Directory, SharePoint, and business applications.
• Manage security groups, permissions, distribution lists, and role-based access.
• Support periodic user access reviews and audits.
• Aid in the implementation and maintenance of multi-factor authentication and security controls.
• Ensure timely provisioning and deprovisioning of user access.

Hardware & Asset Management

• Maintain inventory of laptops, peripherals, and IT equipment.
• Coordinate procurement, deployment, replacement, and recovery of company assets.
• Track hardware lifecycle, warranty status, and asset assignments.
• Develop and maintain standard device configurations and deployment processes.
• Support mobile device management and endpoint security solutions.

Systems Administration & Operations

• Assist with administration of Microsoft 365, SharePoint, Teams, and other enterprise applications.
• Support routine system maintenance, patching, and software deployment activities.
• Maintain IT documentation, asset records, system inventories, and operational procedures.
• Assist with disaster recovery and business continuity activities.

Compliance & Security Support

• Follow established IT, cybersecurity, and data governance policies.
• Support compliance initiatives including access reviews, documentation, and audit requests.
• Aid in cybersecurity awareness training and user communications.
• Report security incidents and coordinate response activities with internal and external partners.
• Help maintain compliance with applicable regulatory and company requirements.

Vendor & Administrative Support

• Coordinate software licensing, renewals, and user subscriptions.
• Work with vendors and managed service providers to resolve issues and fulfill requests.
• Assist with invoice review, procurement activities, and budget tracking.
• Support technology projects and system implementations as assigned.

Facilities Support

• Support the installation, maintenance, and troubleshooting of physical network infrastructure, including cabling, switches, routers, and wireless access points, in coordination with vendors and the Associate Director, IT & Facilities.
• Set up, maintain, and troubleshoot office audio/visual and conference room technology, including video conferencing systems, displays, and meeting room equipment.
• Evaluate, recommend, and support office technology solutions that enhance the in-office employee experience.
• Administer physical security and access control systems for office locations, including badge/key access provisioning, visitor access, and security camera systems, in partnership with building management and security vendors.
• Serve as a point of contact for facilities-related IT needs, coordinating with building management, landlords, and contractors on office moves, buildouts, and technology installations.
• Maintain documentation of office network layouts, AV configurations, and access control systems across office locations.