What are the responsibilities and job description for the IT Client Services Manager position at Research & Diagnostic Systems, Inc.?
By joining Bio-Techne, you’ll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide.
Pay Range:
$115,900.00 - $190,450.00POSITION SUMMARY
Bio-Techne is seeking a dynamic individual to oversee our North America IT Client Services team. The ideal candidate will be responsible for ensuring the efficient and effective delivery of IT services, managing IT Tier 1 (MSP) and Tier 2 teams, and driving continuous improvement initiatives. This role requires a strategic thinker with strong leadership abilities and a deep understanding of ITSM frameworks and IT operations best practices.
ESSENTIAL FUNCTIONS
This will be an onsite working manager position, meaning the hire would be involved and assist in the day-to-day work of the Tier 2 team. This resource would also be a technical escalation point for the team. Team size will be 9 direct reports.
Tier 2 Support Management:
Work closely with the Minneapolis Team Lead
Lead our Tier 2 IT Support team, ensuring they provide timely and effective technical support to end-users. This includes monitoring team performance, track key metrics, and identifying areas for improvement.
Manage our Tier 2 support processes and ticketing tool (ServiceNow) including their continuous improvement.
Oversee in-office support, executive support, company all-hands delivery.
Travel up to 10%. May require travel to help support executive board meetings or other Executive events
Tier 1 MSP Vendor Management
• Be the primary contact for our Tier 1 Managed Service Provider (MSP) and ensure they are meeting agreed-upon Service level agreements and delivering value for money.
• Review performance metrics and identify opportunities to optimize the partnership.
• Assist with Contracts and Software negotiations as they relate to Tier 2.
• Assist with IT Lab equipment and management
• Manage End-User lifecycle management for Bio-Techne
• Manage End-User Assets management
Tier 3 Liaison:
• Be the liaison between the Tier 2 support team and our Tier 3 team and facilitate communication and collaboration between the two teams.
• Ensure seamless escalation of complex issues to Tier 3.
• Participate in service delivery meetings and provide feedback on areas for improvement.
IT Process Ownership & Metrics:
• Manage key CIO processes, including Incident Management, Change Management, Request Management, and Asset Management.
• Define and track key performance indicators (KPIs) for each ITSM process.
• Report on performance against these metrics and identify areas for improvement.
• Ensure compliance with established IT policies and procedures.
Continuous Improvement:
Identify opportunities for process improvement and automation within the support structure and across IT operations.
Implement best practices for IT operations management and service delivery.
Stay current with the latest technologies and trends.
JOB SPECIFICATIONS
Prompt and regular attendance at assigned work location.
Capability to remain seated in a stationary position for prolonged periods.
Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment.
No heavy lifting is expected, though occasional exertion of about 40 lbs of force (e.g., lifting a computer / laptop) may be required.
Experience building productive and inclusive interactions with leadership, employees, and members.
Knowledge, Skills, and Abilities:
Bachelor's degree in Computer Science, Information Technology, or a related field.
Minimum of 5 years of experience in IT operations management, specifically with multi-tiered support models.
Proven experience managing IT teams, including vendor management experience.
Experience running a team that supports a MacOS, Windows, SCCM, Intune, and Okta environment.
Experience with IT service management (ITSM) frameworks, such as ITIL.
Knowledge of IT security best practices and compliance requirements.
Knowledge of Active Directory, Office 365, Group Policy, Intune, SCCM
Why Join Bio-Techne:
We offer competitive insurance benefits starting on day one: medical, dental, vision, life, short-term disability, long-term disability, pet, and legal and ID shield.
We invest in our employees’ financial futures through 401k plans, an employee stock purchase plan (ESPP), Health Saving Account (HSA), Flexible Spending Account (FSA), and Dependent Care FSA.
We empower our employees develop their careers through mentorship, promotional opportunities, training and development, tuition reimbursement, internship programs, and more.
We offer employee resource groups, volunteer paid time off, employee events, and charity drives to build a culture of caring and belonging.
We offer an accrued leave policy with paid holidays, paid time off, and paid parental leave.
We foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table.
Bio-Techne is an E-Verify Employer in the United States.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
To protect the interests of all, Bio-Techne will not accept unsolicited resumes from any source other than a candidate application. Any unsolicited resumes sent to Bio-Techne will be considered Bio-Techne property.
Salary : $115,900 - $190,450
