At Twist Bioscience, we help our customers change the world for the better. Our DNA-based tools are enabling researchers across a variety of scientific disciplines to achieve groundbreaking discoveries. We continue to drive biological innovations aimed at making the world safer, healthier, and more sustainable. We are currently seeking a dynamic and experienced Sr Manager of Global IT Support to lead the IT service desk team in enhancing collaboration tools, end user support services, and ensuring seamless operations for our Service desk. This role will report into Sr Dir. IT Infrastructure, Security & Compliance within the Information and Business Technology group. We are looking for a top-level performer, someone who is passionate about employee experience and continuous improvement to enable stellar IT services. Strong leadership and management skills are essential for this role for guiding the team and aligning IT support with Twist’s strategic goals.
What You’ll Be Doing
Collaboration strategy: Partner to execute a comprehensive collaboration strategy, including selecting and implementing collaboration tools that enhance productivity and communication across the organization.
End User Support: Oversee the delivery of high-quality end user support services, ensuring prompt resolution of technical issues and providing an exceptional end user experience.
IT Service Desk: Manage the Global IT service desk team, ensuring they meet service level agreements and resolve technical issues efficiently.
Technology Adoption: Drive the adoption of new technologies and tools to enhance employee productivity, communication, and collaboration.
Budget Management: Develop and manage the IT collaboration and support budget, optimizing resource allocation and cost control.
Vendor Management: Collaborate with vendors and third-party providers to ensure the successful delivery of IT services and solutions.
Cybersecurity: Work closely with the security team to implement and monitor security protocols to safeguard end user devices and collaboration platforms.
Performance Metrics: Define and monitor key performance indicators (KPIs) to evaluate the effectiveness of collaboration tools and support services.
Staff Development: Mentor and develop IT support staff, fostering a culture of continuous learning and professional growth.
Collaboration with Leadership: Collaborate with senior leadership to align IT initiatives with the overall strategic goals of the organization.
What You’ll Bring to the Team
Bachelor's degree in Computer Science, Information Technology, or a related field.
6+ years of managing IT service desk, tech/startup experience preferred.
3+ years of managing IT service desk and experience with ServiceNow ITSM platform.
Proven experience in leading IT collaboration and end user support teams
Strong understanding of collaboration tools, cloud technologies, and end user support best practices.
Strong leadership, problem-solving and decision-making abilities.
Exceptional communication and interpersonal skills.
Experience with budget management and vendor relationships.
Strong experience with managing MAC and Windows machines.
Experience with Communication and collaboration tools like Slack, Zoom, GCP.
Proficiency in common software applications and office suites like GCP, M365, as well as expertise in troubleshooting software issues.
Strong process experience with tools and technology that manage effective SOX controls of On and Off boarding.
Experience in ITIL concepts, processes, and tools.
Strong Analytical and negotiating skills.
Managing complex IT problems in critical situations.
Preferred Experience:
Proficiency with ITSM software tools, like ServiceNow or similar platforms used for incident, problem, change and asset management
Strong understanding of computer hardware, mobile devices, printers, and other common peripherals to troubleshoot hardware related issues.
Basic knowledge of network concepts, including TCP/IP, DNS, DHCP, VPN, and wireless networking, to diagnose connectivity problems.
Knowledge of MDM solutions.
Proficiency in remote support software.
Understanding of knowledge management systems and best practices for maintaining a knowledge base.
Experience with Atlassian tools (JIRA / Confluence)
PMP certification or strong knowledge of project management
The base cash compensation for this California-based role is below. In addition to base salary, this role is eligible for bonus, equity, and a generous benefits package. Final compensation amounts are determined by multiple factors, including candidate skill, experience, expertise, and location and may vary from the amount listed above. Compensation may be different in other locations. San Francisco Bay Area Pay Range $159,000 — $193,859 USD
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