Senior Manager, IT End User Services

Requirements

• Education: Bachelor's degree in Information Technology, Computer Science, or a related discipline; equivalent professional experience accepted.
• 8+ years of progressive IT experience with at least 3 years in an IT support management or service delivery management role
• Pharmaceutical and/or Biotechnology industry strong preferred
• Demonstrated experience managing outsourced or co-managed IT service desk vendors, including SLA definition and performance management.
• Hands-on experience with Microsoft 365 administration, Entra ID (Azure AD), and Windows device management via Intune and Autopilot.
• Experience with IT serv

Benefits

Additional Information

About Beeline Medicines: Beeline Medicines is a clinical‑stage biotechnology company focused on developing and delivering category-leading precision therapies to transform the lives of people living with autoimmune and inflammatory diseases. With a portfolio of potential best-in-class and first-in-disease therapeutic candidates that directly target key pathways governing dysregulated immunological and inflammatory responses, the Company is developing medicines that have the opportunity to provide durable, life-changing impact. Led by an established executive team and backed by world-class life science investors, each day Beeline Medicines is determined to bring the scientific rigor and operational excellence to get to what matters for patients - realizing a world where people with immune-mediated diseases can live life fully. Job Summary: The Senior Manager, IT End User Services is responsible for the day-to-day delivery, continuous improvement, and strategic evolution of all employee-facing IT services. This role owns the end-to-end employee technology experience from first-day onboarding through offboarding, including helpdesk operations, device lifecycle management, service desk vendor oversight, and digital employee experience (DEX) measurement. The Senior Manager serves as the primary interface between IT and the broader organization for service delivery, partnering closely with the Infrastructure & Cybersecurity Lead and Applications & Analytics Lead to ensure seamless operations across all IT domains. This is a hands-on leadership role in a lean IT team at a fast-growing, clinical-stage biopharma company. Work Arrangement & Location: On-Site - This position is fully on-site and requires the incumbent to work from Beeline Medicines' office on a full-time basis ( Monday through Friday ). Regular, in-person attendance is an essential function of this role. Essential Duties and Responsibilities: IT Service Delivery. Own and operate IT helpdesk services, including Jira Service Management (JSM) ticket workflows, SLA tracking, knowledge base maintenance in Confluence, and first/second-level support for all employees and contractors. Ensure service documentation meets regulatory traceability requirements. Vendor & Service Desk Management. Manage the external shared service desk vendor relationship, including scope definition, performance monitoring, SLA enforcement, and quality assurance. Ensure the vendor operates within Beeline's JSM instance, follows Confluence SOPs, and complies with RBAC boundaries. Employee Lifecycle Management. Design and execute onboarding and offboarding processes that are audit-ready and scalable. Coordinate with HR on new hire provisioning, including M365 account creation, Entra ID group assignment, device deployment via Windows Autopilot, and application access provisioning. Ensure offboarding includes complete access revocation with documented evidence. Device Lifecycle & Endpoint Operations. Own the corporate device lifecycle from procurement through retirement, including hardware standards, Windows Autopilot enrollment, NinjaOne RMM monitoring, refresh planning, and asset tracking. Partner with the Infrastructure & Cybersecurity Lead on Intune compliance policy enforcement and endpoint security configuration. Digital Employee Experience (DEX). Define, measure, and report on digital employee experience metrics, including employee technology satisfaction, ticket resolution quality, self-service adoption rates, and proactive issue identification. Use data to drive continuous improvement in service delivery and employee productivity. Security Awareness Coordination. Coordinate KnowBe4 security awareness training campaigns in partnership with the Infrastructure & Cybersecurity Lead. Ensure training completion rates meet policy targets, track remedial training for failed phishing simulations, and maintain training records as audit evidence. Process Documentation & Compliance. Author and maintain IT support standard operating procedures (SOPs) and work instructions in Confluence. Ensure all support processes are documented, version-controlled, and aligned with Beeline's controlled document standards. Support regulatory inspections and audits by maintaining audit-ready service records. Perform other duties and responsibilities as assigned

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