Senior Manager, End User Service IT
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. The posting includes description (About the role) maybe not explicitly labeled but we can treat the initial description as "About the role". Then there is a "Responsibilities" heading present. There's also "Experience" which is like qualifications/requirements. There's no explicit Benefits, Pay, Schedule. So we should not include those sections. Also we need to include maybe "Qualifications" or "Requirements". The posting has "Experience" bullet list. Could treat as "Requirements". Also there is "Preferred" items like familiarity with tools etc. Could be under "Skills" or "Qualifications". We'll combine.
We must preserve all substantive information, not invent. Remove boilerplate like cookie/navigation/legal/EEO etc. There's none.
We need to output only HTML fragment, no /. Use for section headings. Use - for any list of duties/requirements/benefits. Use
for prose.
We need to include About the role: the initial paragraph describing Wave Life Sciences and the role description. That's multiple paragraphs. We'll wrap each paragraph in
. Then Responsibilities: we have a big list of responsibilities broken into subheadings like "End User Services Operations and Daily Service Oversight", "Vendor Strategy...", etc. Those are subheadings within responsibilities but not required to be headings? The instruction: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So only top-level sections. Within Responsibilities we can keep the prose and lists; we could keep the subheadings as
maybe bold? But we should not create extra headings beyond allowed? It didn't forbid using other headings, but says use
for section headings (list). It doesn't say we cannot use other headings, but to be safe we can keep the subheadings as
or maybe . However we need to preserve all substantive information; we can keep them as with the text.
We need to turn lists into
- . The responsibilities have many sentences each starting with a verb. Could treat each bullet as list item. The original text uses line breaks? It's a paragraph with sentences. We could convert each sentence that starts with a verb into a list item. But that may be overkill. The instruction: Use
- for any list of duties/requirements/benefits. The responsibilities section is essentially a list of duties. So we should format them as a list. We'll extract each duty sentence.
Similarly, Experience (requirements) is a list of items separated by periods. We'll make list.
We also have "Preferred" items (familiarity with FreshService etc). Those could be under Skills or Qualifications as well. We'll treat them as part of Requirements or Skills. Since we have no explicit Skills section, we could add a Skills section if there is specific content. The posting includes "Strong experience with ITSM platforms...", "Experience managing managed service providers...", "Strong experience overseeing endpoint environments...", "Strong executive-level written and verbal communication skills.", "Demonstrated ability to lead service transformation...", "Experience in regulated environments... is preferred.", "Familiarity with FreshService, Microsoft Intune, Microsoft 365, and modern workplace support tooling is preferred.", "Experience evaluating or implementing automation, self-service, or AI-enabled service management capabilities is preferred." These are qualifications/skills. We'll include them in Requirements or maybe a Skills section. Since we have no explicit Skills heading in the posting, but we can create a Skills section if there is specific content. The instruction: Prefer a few substantive sections over many thin ones. So we could combine Requirements and Skills into one section called "Requirements". Or we could have Requirements and Skills separate if we have enough content. But we have both experience and skills; maybe better to have Requirements (experience) and Skills (technical/soft skills). However the instruction says use headings like Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can have both Requirements and Skills sections if content exists.
We need to decide: The "Experience" list includes both experience and skills. Could split: Requirements: Bachelor’s degree or equivalent professional experience. 10+ years experience... Demonstrated experience leading enterprise-scale service operations... Experience managing managed service providers... Experience overseeing endpoint environments... Experience in regulated environments... (preferred). Then Skills: Strong experience with ITSM platforms..., Strong executive-level written and verbal communication skills., Demonstrated ability to lead service transformation..., Familiarity with FreshService..., Experience evaluating or implementing automation...
But some items overlap. We'll just create a Requirements section that includes all the bullet points (experience, skills, preferred). That's simpler and still substantive.
Now we need to strip out any fluff like "commensurate with experience" etc. Not present.
Now produce HTML.
Structure:
About the role
Wave Life Sciences is a biotechnology company focused on unlocking the broad potential of RNA medicines to transform human health. Our RNA medicines platform, PRISM, combines multiple modalities, chemistry innovation and deep insights in human genetics to deliver scientific breakthroughs that treat both rare and prevalent disorders. Our toolkit of RNA-targeting modalities including RNAi silencing and RNA editing provides us with unmatched capabilities for designing and sustainably delivering candidates that optimally address disease biology. Our diversified pipeline is focused on our obesity, alpha-1 antitrypsin deficiency and PNPLA3 I148M liver disease programs and includes clinical programs for Duchenne muscular dystrophy and Huntington’s disease, as well as several preclinical programs utilizing our versatile RNA medicines platform. Driven by the calling to “Reimagine Possible”, we are leading the charge toward a world in which human potential is no longer hindered by the burden of disease.
The End User Services Senior Manager provides strategic leadership and enterprise accountability for End User Services at Wave Life Sciences. This role owns the full end user services portfolio across deskside services, helpdesk support, workplace technology, endpoint compliance, corporate application lifecycle coordination, vendor governance, service analytics, customer experience, and service maturity initiatives, while also defining the long-term direction of the function. The Senior Manager is responsible for ensuring daily service operations remain stable, responsive, and well-governed across all Wave locations. This includes maintaining visibility into ticket flow, queue health, escalations, support quality, workplace technology readiness, endpoint risk, user experience, and provider performance. The role must be able to step directly into operational leadership when required, while also ensuring the service is structured, measured, and improved in a way that supports long-term scalability and resilience. What differentiates this role is its broader enterprise scope. In addition to owning day-to-day service execution and governance, the Senior Manager defines the multi-year roadmap for End User Services, establishes enterprise standards for workplace technology and digital employee experience, anticipates future service and capacity needs, shapes service transformation priorities, and communicates service strategy, risks, and investment needs to leadership. The role also sponsors modernization efforts across automation, self-service, knowledge management, and responsible AI-enabled service capabilities to ensure End User Services evolves with the needs of the business.
Responsibilities
- Oversee the full operation of deskside and end user support services across all Wave locations.
- Ensure incidents and service requests are triaged, prioritized, assigned, escalated, and resolved in accordance with established service levels, workflows, and operational procedures.
- Maintain direct visibility into ticket queues, aging trends, backlogs, escalations, daily service risks, and overall support responsiveness.
- Act as the senior escalation point for high-impact, highly visible, or persistent issues affecting employee productivity, workplace technology, or service stability.
- Step into operational leadership when required to direct service recovery, restore execution discipline, and stabilize support performance.
- Ensure employees receive consistent, professional, and high-quality support experience across onsite, remote, and ticket-based support channels.
- Coordinate closely with infrastructure, networking, cybersecurity, identity, application, and workplace technology stakeholders to resolve cross-functional issues affecting end user services.
- Ensure onboarding, offboarding, device deployment, equipment refresh, meeting support, workplace technology support, and end user lifecycle activities are executed consistently and effectively.
- Own the strategic and operational relationship with vendors and managed service providers supporting End User Services.
- Ensure provider obligations defined in Statements of Work, contracts, SLAs, and performance commitments are clearly governed, measured, reviewed, and enforced.
- Lead structured vendor reviews, service evaluations, trend analysis discussions, and corrective action planning sessions.
- Drive provider accountability for service quality, triage effectiveness, first-contact resolution, documentation quality, responsiveness, escalation handling, staffing consistency, and operational follow-through.
- Escalate systemic vendor performance concerns and lead remediation planning when service quality or contractual compliance falls below expectations.
- Help shape sourcing strategy, support model evolution, and vendor-related service decisions for End User Services.
- Oversee purchase orders, vendor engagements, SOW changes, and service-related financial coordination relevant to workplace technology support and end user services operations.
- Maintain direct accountability for enterprise end user endpoint compliance, especially Windows patching posture, remediation visibility, and alignment to service expectations.
- Ensure patching SLAs are operationalized, monitored, and consistently pursued across the support model.
- Oversee visibility into endpoint risk, device compliance gaps, aging vulnerabilities, unresolved remediation issues, and service dependencies affecting end user technology health.
- Lead reporting and communication to IT leadership on endpoint posture, risk trends, and remediation performance.
- Maintain ownership of the lifecycle management model for corporate applications, including packaging, deployment coordination, update planning, version control expectations, retirement coordination, and operational support readiness.
- Ensure vulnerabilities affecting end user systems and applications are remediated through coordinated action with cybersecurity, engineering, and application stakeholders.
- Maintain a strong understanding of the operational risk exposure within the end user environment and ensure that service, compliance, and security concerns are addressed cohesively.
- Own the service quality and customer experience strategy for End User Services.
- Analyze ticket volumes, service demand patterns, repeat incidents, aging trends, support hotspots, root-cause categories, and friction points impacting employee experience.
- Establish, refine, and communicate the metrics that matter most for understanding service quality, vendor effectiveness, compliance posture, and operational maturity.
- Produce structured operational and executive-level reporting for IT leadership that clearly articulates service health, major risks, trends, opportunities, and recommended actions.
- Use service data to prioritize improvement initiatives, staffing focus areas, vendor remediation, tooling changes, documentation enhancement, and service model adjustments.
- Ensure leadership decisions about End User Services are informed by both frontline realities and measurable outcomes.
- Own the governance structure for End User Services operating procedures, support standards, workflow expectations, and service management discipline.
- Ensure SOPs, process documents, service guidelines, escalation paths, and support practices are current, practical, usable, and audit-ready.
- Define and reinforce what strong service execution looks like in support delivery, documentation quality, escalation behavior, queue hygiene, user communication, and accountability.
- Ensure processes are followed consistently across internal staff and vendor-supported services.
- Partner with IT leadership to evolve support practices in response to growth, compliance requirements, changing technology patterns, and service pain points.
- Drive a culture of measurable execution, governance discipline, and operational consistency.
- Provide mature leadership across the End User Services function by developing people, improving capability, and raising performance
- for any list of duties/requirements/benefits. Use
for prose. We need to include About the role: the initial paragraph describing Wave Life Sciences and the role description. That's multiple paragraphs. We'll wrap each paragraph in
. Then Responsibilities: we have a big list of responsibilities broken into subheadings like "End User Services Operations and Daily Service Oversight", "Vendor Strategy...", etc. Those are subheadings within responsibilities but not required to be headings? The instruction: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So only top-level sections. Within Responsibilities we can keep the prose and lists; we could keep the subheadings as
maybe bold? But we should not create extra headings beyond allowed? It didn't forbid using other headings, but says use
for section headings (list). It doesn't say we cannot use other headings, but to be safe we can keep the subheadings as
or maybe . However we need to preserve all substantive information; we can keep them as
with the text. We need to turn lists into
- . The responsibilities have many sentences each starting with a verb. Could treat each bullet as list item. The original text uses line breaks? It's a paragraph with sentences. We could convert each sentence that starts with a verb into a list item. But that may be overkill. The instruction: Use
- for any list of duties/requirements/benefits. The responsibilities section is essentially a list of duties. So we should format them as a list. We'll extract each duty sentence.
Similarly, Experience (requirements) is a list of items separated by periods. We'll make list.
We also have "Preferred" items (familiarity with FreshService etc). Those could be under Skills or Qualifications as well. We'll treat them as part of Requirements or Skills. Since we have no explicit Skills section, we could add a Skills section if there is specific content. The posting includes "Strong experience with ITSM platforms...", "Experience managing managed service providers...", "Strong experience overseeing endpoint environments...", "Strong executive-level written and verbal communication skills.", "Demonstrated ability to lead service transformation...", "Experience in regulated environments... is preferred.", "Familiarity with FreshService, Microsoft Intune, Microsoft 365, and modern workplace support tooling is preferred.", "Experience evaluating or implementing automation, self-service, or AI-enabled service management capabilities is preferred." These are qualifications/skills. We'll include them in Requirements or maybe a Skills section. Since we have no explicit Skills heading in the posting, but we can create a Skills section if there is specific content. The instruction: Prefer a few substantive sections over many thin ones. So we could combine Requirements and Skills into one section called "Requirements". Or we could have Requirements and Skills separate if we have enough content. But we have both experience and skills; maybe better to have Requirements (experience) and Skills (technical/soft skills). However the instruction says use headings like Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can have both Requirements and Skills sections if content exists.
We need to decide: The "Experience" list includes both experience and skills. Could split: Requirements: Bachelor’s degree or equivalent professional experience. 10+ years experience... Demonstrated experience leading enterprise-scale service operations... Experience managing managed service providers... Experience overseeing endpoint environments... Experience in regulated environments... (preferred). Then Skills: Strong experience with ITSM platforms..., Strong executive-level written and verbal communication skills., Demonstrated ability to lead service transformation..., Familiarity with FreshService..., Experience evaluating or implementing automation...
But some items overlap. We'll just create a Requirements section that includes all the bullet points (experience, skills, preferred). That's simpler and still substantive.
Now we need to strip out any fluff like "commensurate with experience" etc. Not present.
Now produce HTML.
Structure:
About the role
Wave Life Sciences is a biotechnology company focused on unlocking the broad potential of RNA medicines to transform human health. Our RNA medicines platform, PRISM, combines multiple modalities, chemistry innovation and deep insights in human genetics to deliver scientific breakthroughs that treat both rare and prevalent disorders. Our toolkit of RNA-targeting modalities including RNAi silencing and RNA editing provides us with unmatched capabilities for designing and sustainably delivering candidates that optimally address disease biology. Our diversified pipeline is focused on our obesity, alpha-1 antitrypsin deficiency and PNPLA3 I148M liver disease programs and includes clinical programs for Duchenne muscular dystrophy and Huntington’s disease, as well as several preclinical programs utilizing our versatile RNA medicines platform. Driven by the calling to “Reimagine Possible”, we are leading the charge toward a world in which human potential is no longer hindered by the burden of disease.
The End User Services Senior Manager provides strategic leadership and enterprise accountability for End User Services at Wave Life Sciences. This role owns the full end user services portfolio across deskside services, helpdesk support, workplace technology, endpoint compliance, corporate application lifecycle coordination, vendor governance, service analytics, customer experience, and service maturity initiatives, while also defining the long-term direction of the function. The Senior Manager is responsible for ensuring daily service operations remain stable, responsive, and well-governed across all Wave locations. This includes maintaining visibility into ticket flow, queue health, escalations, support quality, workplace technology readiness, endpoint risk, user experience, and provider performance. The role must be able to step directly into operational leadership when required, while also ensuring the service is structured, measured, and improved in a way that supports long-term scalability and resilience. What differentiates this role is its broader enterprise scope. In addition to owning day-to-day service execution and governance, the Senior Manager defines the multi-year roadmap for End User Services, establishes enterprise standards for workplace technology and digital employee experience, anticipates future service and capacity needs, shapes service transformation priorities, and communicates service strategy, risks, and investment needs to leadership. The role also sponsors modernization efforts across automation, self-service, knowledge management, and responsible AI-enabled service capabilities to ensure End User Services evolves with the needs of the business.
Responsibilities
- Oversee the full operation of deskside and end user support services across all Wave locations.
- Ensure incidents and service requests are triaged, prioritized, assigned, escalated, and resolved in accordance with established service levels, workflows, and operational procedures.
- Maintain direct visibility into ticket queues, aging trends, backlogs, escalations, daily service risks, and overall support responsiveness.
- Act as the senior escalation point for high-impact, highly visible, or persistent issues affecting employee productivity, workplace technology, or service stability.
- Step into operational leadership when required to direct service recovery, restore execution discipline, and stabilize support performance.
- Ensure employees receive consistent, professional, and high-quality support experience across onsite, remote, and ticket-based support channels.
- Coordinate closely with infrastructure, networking, cybersecurity, identity, application, and workplace technology stakeholders to resolve cross-functional issues affecting end user services.
- Ensure onboarding, offboarding, device deployment, equipment refresh, meeting support, workplace technology support, and end user lifecycle activities are executed consistently and effectively.
- Own the strategic and operational relationship with vendors and managed service providers supporting End User Services.
- Ensure provider obligations defined in Statements of Work, contracts, SLAs, and performance commitments are clearly governed, measured, reviewed, and enforced.
- Lead structured vendor reviews, service evaluations, trend analysis discussions, and corrective action planning sessions.
- Drive provider accountability for service quality, triage effectiveness, first-contact resolution, documentation quality, responsiveness, escalation handling, staffing consistency, and operational follow-through.
- Escalate systemic vendor performance concerns and lead remediation planning when service quality or contractual compliance falls below expectations.
- Help shape sourcing strategy, support model evolution, and vendor-related service decisions for End User Services.
- Oversee purchase orders, vendor engagements, SOW changes, and service-related financial coordination relevant to workplace technology support and end user services operations.
- Maintain direct accountability for enterprise end user endpoint compliance, especially Windows patching posture, remediation visibility, and alignment to service expectations.
- Ensure patching SLAs are operationalized, monitored, and consistently pursued across the support model.
- Oversee visibility into endpoint risk, device compliance gaps, aging vulnerabilities, unresolved remediation issues, and service dependencies affecting end user technology health.
- Lead reporting and communication to IT leadership on endpoint posture, risk trends, and remediation performance.
- Maintain ownership of the lifecycle management model for corporate applications, including packaging, deployment coordination, update planning, version control expectations, retirement coordination, and operational support readiness.
- Ensure vulnerabilities affecting end user systems and applications are remediated through coordinated action with cybersecurity, engineering, and application stakeholders.
- Maintain a strong understanding of the operational risk exposure within the end user environment and ensure that service, compliance, and security concerns are addressed cohesively.
- Own the service quality and customer experience strategy for End User Services.
- Analyze ticket volumes, service demand patterns, repeat incidents, aging trends, support hotspots, root-cause categories, and friction points impacting employee experience.
- Establish, refine, and communicate the metrics that matter most for understanding service quality, vendor effectiveness, compliance posture, and operational maturity.
- Produce structured operational and executive-level reporting for IT leadership that clearly articulates service health, major risks, trends, opportunities, and recommended actions.
- Use service data to prioritize improvement initiatives, staffing focus areas, vendor remediation, tooling changes, documentation enhancement, and service model adjustments.
- Ensure leadership decisions about End User Services are informed by both frontline realities and measurable outcomes.
- Own the governance structure for End User Services operating procedures, support standards, workflow expectations, and service management discipline.
- Ensure SOPs, process documents, service guidelines, escalation paths, and support practices are current, practical, usable, and audit-ready.
- Define and reinforce what strong service execution looks like in support delivery, documentation quality, escalation behavior, queue hygiene, user communication, and accountability.
- Ensure processes are followed consistently across internal staff and vendor-supported services.
- Partner with IT leadership to evolve support practices in response to growth, compliance requirements, changing technology patterns, and service pain points.
- Drive a culture of measurable execution, governance discipline, and operational consistency.
- Provide mature leadership across the End User Services function by developing people, improving capability, and raising performance
- for any list of duties/requirements/benefits. The responsibilities section is essentially a list of duties. So we should format them as a list. We'll extract each duty sentence.
Similarly, Experience (requirements) is a list of items separated by periods. We'll make list.
We also have "Preferred" items (familiarity with FreshService etc). Those could be under Skills or Qualifications as well. We'll treat them as part of Requirements or Skills. Since we have no explicit Skills section, we could add a Skills section if there is specific content. The posting includes "Strong experience with ITSM platforms...", "Experience managing managed service providers...", "Strong experience overseeing endpoint environments...", "Strong executive-level written and verbal communication skills.", "Demonstrated ability to lead service transformation...", "Experience in regulated environments... is preferred.", "Familiarity with FreshService, Microsoft Intune, Microsoft 365, and modern workplace support tooling is preferred.", "Experience evaluating or implementing automation, self-service, or AI-enabled service management capabilities is preferred." These are qualifications/skills. We'll include them in Requirements or maybe a Skills section. Since we have no explicit Skills heading in the posting, but we can create a Skills section if there is specific content. The instruction: Prefer a few substantive sections over many thin ones. So we could combine Requirements and Skills into one section called "Requirements". Or we could have Requirements and Skills separate if we have enough content. But we have both experience and skills; maybe better to have Requirements (experience) and Skills (technical/soft skills). However the instruction says use headings like Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can have both Requirements and Skills sections if content exists.
We need to decide: The "Experience" list includes both experience and skills. Could split: Requirements: Bachelor’s degree or equivalent professional experience. 10+ years experience... Demonstrated experience leading enterprise-scale service operations... Experience managing managed service providers... Experience overseeing endpoint environments... Experience in regulated environments... (preferred). Then Skills: Strong experience with ITSM platforms..., Strong executive-level written and verbal communication skills., Demonstrated ability to lead service transformation..., Familiarity with FreshService..., Experience evaluating or implementing automation...
But some items overlap. We'll just create a Requirements section that includes all the bullet points (experience, skills, preferred). That's simpler and still substantive.
Now we need to strip out any fluff like "commensurate with experience" etc. Not present.
Now produce HTML.
Structure:
- . The responsibilities have many sentences each starting with a verb. Could treat each bullet as list item. The original text uses line breaks? It's a paragraph with sentences. We could convert each sentence that starts with a verb into a list item. But that may be overkill. The instruction: Use