Manager, IT Operations & End User Services

Job description

Our Mission: Transform patient care and improve outcomes through personalized diagnostics that are timely, accessible, and address immediate clinical needs.

Our Vision: A world where patient diseases are conquered with the guidance of personalized diagnostics.

For more information, please visit www.biodesix.com.

THE ROLE:

The IT Operations & End User Services Manager is responsible for leading day-to-day IT operational support and end-user technology services across the organization. This role oversees operational IT processes, endpoint support, onboarding/offboarding coordination, endpoint lifecycle management, operational escalations, and service delivery activities that support business continuity, employee productivity, laboratory operations, and enterprise growth. The position partners closely with Infrastructure Engineering, Cybersecurity, Software Development, Business Intelligence, Quality & Compliance, and business stakeholders to ensure stable, scalable, secure, and efficient operational support services across the organization. This is not a traditional help desk management role focused solely on ticket coordination or administrative oversight. The position is designed for a hands-on technical leader capable of helping mature and scale IT operations, operational support processes, endpoint management, and service delivery functions. The successful candidate must be comfortable operating in a highly technical environment and actively participating in technical troubleshooting, operational escalations, infrastructure coordination, and support process execution while leading and developing the operational support function.

WHAT YOU'LL DO:

IT Operations & Service Delivery

Lead day-to-day IT operational support functions including service desk operations, endpoint support, onboarding/offboarding coordination, incident management, and service delivery activities

Oversee and continuously improve IT processes, workflows, escalation procedures, support standards, documentation, and service delivery effectiveness

Establish and maintain operational metrics, support KPIs, ticket management practices, operational reporting, and service delivery measurements

Coordinate operational communications, escalation management, and issue resolution related to outages, maintenance activities, operational risks, and user-impacting changes

Collaborate closely with Infrastructure Engineering, Cybersecurity, Software Development, Business Intelligence, Quality & Compliance, and business stakeholders to support operational alignment, predictable execution, and business continuity

Technical Leadership & Innovation

Participate directly in technical troubleshooting, escalations, endpoint support activities, infrastructure coordination, and operational readiness initiatives

Provide technical leadership for complex operational and infrastructure issues involving Microsoft 365, endpoint technologies, identity/access management, enterprise productivity systems, and operational support platforms

Partner with Infrastructure Engineering and Cybersecurity teams to improve endpoint management, operational tooling, automation, and service delivery capabilities

Identify opportunities to improve support efficiency, user experience, and operational resiliency

Support operational readiness, coordination, and implementation activities related to infrastructure changes, system upgrades, maintenance events, and enterprise technology deployments

Assist with root cause analysis, technical problem resolution, operational planning, and continuous improvement efforts across IT teams

Stay current with emerging technologies, operational support trends, automation capabilities, and AI-driven solutions relevant to IT operations and end-user services

End User Services & Endpoint Operations

Oversee operational support for workstations, mobile devices, conferencing technologies, printers, Microsoft 365 services, and enterprise productivity tools

Ensure efficient onboarding, offboarding, provisioning, endpoint lifecycle management, inventory management, and asset tracking activities

Partner with infrastructure and security teams to support endpoint management technologies, device compliance requirements, and operational support coordination

Support a high-quality end-user experience through responsive support services and effective operational execution

Operational Governance & Team Leadership

Drive talent development, workforce planning, coaching, and performance management for the operational support team

Develop and maintain operational procedures, support documentation, knowledgebase articles, and standard operating procedures

Drive operational discipline through ticket governance, prioritization, escalation management, workload coordination, and continuous improvement initiatives

Support audit readiness, operational controls, and compliance documentation requirements within regulated environments

Lead, mentor, and develop IT support personnel while fostering a collaborative, accountable, and customer-focused culture

Support cross-functional collaboration, operational scalability, and service improvement initiatives across IT and business teams

WHAT YOU'LL BRING:

Bachelor’s degree in Information Technology, Information Systems, Computer Science, Engineering, Business, or related field; equivalent experience may be considered

6-10 years of progressive experience supporting enterprise IT operations, endpoint technologies, Microsoft 365 environments, IT service management platforms, operational process improvement initiatives, and cloud-based enterprise productivity technologies

5+ years of leadership or management experience leading technical support, operational, or infrastructure-focused teams, preferred

Experience managing operational escalations, service delivery activities, support processes, and cross-functional technical coordination

Technical certifications, operational certifications, or IT service management certifications are a plus

Exposure to healthcare, laboratory, biotechnology, diagnostics, or regulated or compliance-focused business environments, preferred

Familiarity with operational documentation, knowledgebase management, and service management best practices

Proven ability to lead operational support teams, manage competing priorities, and improve service delivery in a fast-paced environment.

Strong technical, analytical, and problem-solving skills, with experience handling escalations and driving cross-functional collaboration.

Excellent communication skills and a customer-focused, team-oriented approach.

Experience in regulated environments preferred; familiarity with HIPAA, FDA, ISO, CLIA, CAP, SOC 2, or similar frameworks is a plus.

Self-motivated, detail-oriented, and adaptable in a rapidly changing environment.

​WHAT YOU'LL GET:

Annual Base Salary Range $90,000 to $108,000

Discretionary Bonus opportunity

Comprehensive health coverage: Medical, Dental, and Vision

Insurance: Short/Long Term Disability and Life Insurance

Financial benefits: 401(k), Flex Spending Account

120 hours of annual vacation

72 hours of paid sick time off

11 paid holidays + 3 floating holidays

Employee Assistance Program

Voluntary Benefits

Employee recognition program

WHAT TO EXPECT IN THE INTERVIEW PROCESS:

We want you to have a clear view of the IT Operations & End User Services Manager role—and we want to get to know the real you. Our interview process is designed to be thorough, transparent, and give you direct insight into what it’s like to work here:

Virtual Recruiter Screen – A conversation to understand your background, what motivates you, and where you're looking to grow.

Hiring Manager Interview – A deeper discussion about your experience, skills, and approach.

Final On-Site Interview – Tour our corporate headquarters; interview with additional members of the team to discuss alignment and fit.

Individual base compensation is based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related aspects.

Biodesix is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.