Scientific IT Service Desk Manager

Responsibilities

Lead and supervise multi-tier IT service desk teams supporting scientific computing, laboratory, and clinical research environments.
Manage deskside, Tier 3 engineering, and specialized scientific instrument support for researchers and clinicians.
Oversee support for heterogeneous endpoints including Windows, macOS, Linux, iOS, and scientific instrumentation systems.
Ensure rapid response and resolution for mission-critical incidents affecting research workflows and laboratory operations.
Implement and maintain IT service management processes (incident, problem, change, configuration) using tools such as ServiceNow.
Cook up coordination with researchers, clinicians, IT engineering teams, vendors, and NIH enterprise services to deliver high-quality support.
Maintain compliance with cybersecurity requirements and best practices in federal and scientific environments.

Required Qualifications

• Bachelor’s degree in a related field (preferred) or equivalent experience.
• At least three years of experience managing a multi-tier IT service desk in research or scientific computing environments.
• Strong knowledge of scientific instrumentation systems, laboratory workflows, or clinical research technologies.
• Experience supporting heterogeneous environments including Windows, macOS, Linux, iOS, and specialized scientific endpoints.
• Proficiency with IT service management (ITSM) platforms such as ServiceNow and familiarity with incident, problem, change, and configuration management.
• Demonstrated ability to lead teams providing deskside support, Tier 3 engineering, and scientific instrument support.
• Solid understanding of cybersecurity requirements and compliance needs in federal or scientific environments.

Desired Qualifications

• Experience leading technology modernization or service improvement initiatives in research-intensive organizations.
• Advanced familiarity with emerging scientific computing technologies, laboratory automation platforms, or instrument ecosystem integrations.
• Proven ability to build long-term relationships with scientific stakeholders and translate research needs into IT support strategies.
• Background developing specialized training, documentation, or onboarding programs for scientific end users and lab environments.
• Experience optimizing service desk operations through analytics, workflow automation, or ITIL-aligned continuous improvement.