About The Role:
The Senior Manager of IT End User Support plays a critical role in ensuring the smooth operation of our IT environment by leading a team focused on Tier 1 IT support and application administration. This leadership position is responsible for overseeing the delivery of high-quality IT support to end users and ensuring the effective management of key business applications. This individual will collaborate closely with cross-functional teams to align technology initiatives with the organization's strategic goals.
This role will report to the Director of Information Technology and directly manage a team of five IT professionals.
Responsibilities:
People & Performance Management (70% of time)
- Lead and manage a team of five IT professionals responsible for Tier 1 IT support and application administration
- Provide guidance, mentorship, and performance feedback to enhance the team's skills and capabilities
- Implement and monitor key performance indicators (KPIs) to measure the performance and effectiveness of IT support services
- Continuously improve service quality and efficiency
IT Support Services & Internal Collaboration (30% of time)
- Maintain and optimize the IT service desk, including incident ticketing systems and knowledge bases, to streamline support processes and enhance end user self-service capabilities
- Oversee the delivery of Tier 1 & 2 IT support services to end users, ensuring timely resolution of technical issues, efficient incident management, and excellent customer service
- Manage the administration of key business applications, including user access, configuration, and maintenanceCollaborate with application owners and vendors to optimize application performance
- Collaborate with application owners and vendors to optimize application performance
- Collaborate with the Learning and Development team to develop and deliver end user training programs to enhance IT literacy and self-sufficiency
What You Bring:
- Bachelor's degree in Information Technology, Computer Science, or related field is required.
- At least 3 years of direct people management experience within IT support and application administration is required.
- At least 7 years of IT experience including service desk experience is required.
- Demonstrated experience within a MacOS environment is required.
- A customer-centric approach with a strong commitment to delivering excellent IT support services to end users
- Proficiency in managing and configuring business applications, including user access and permissions
- Exceptional knowledge of and experience implementing IT service management best practices
- Exceptional communication and interpersonal skills for effective collaboration with stakeholders at all levels
Across the Board, VentureWell Staff:
- Are able to succeed and thrive in an environment with competing and changing priorities and tight deadlines
- Have track records of and ability to build solid collaborative working relationships, and are proven team players who enjoy a “customer service” orientation to collaboration
- Are committed to embedding equity in our internal practices and culture and in our programs in order to live and achieve our mission
- Bring openness and engagement to personal, professional, and organization-wide learning on race, class, gender, justice, and equity
- Are curious and committed to issues of environmental sustainability
- Are self-starters with excellent attention to detail and a commitment to delivering high-quality work
- Are active learners who independently learn new tools and work processes quickly
- Have excellent written and oral communication skills
Our Benefits:
- An attractive and equitable compensation package, including:
- a salary range of $105,000-$125,000 commensurate with experience and internal equity
- 403 (b) with 200% match up to a maximum contribution from VentureWell of 10% when the employee puts it 5% (eligible after one year of service for the match)
- Medical, Dental, and Vision insurance
- $1,000 home office stipend upon hire
- A true focus on work-life balance with work weeks that reflect that
- It’s our aim for our employees in this position to not work more than a 35-hour workweek
- 20 paid vacation days PLUS the week off between Christmas and New Years
- 12 paid wellness days
What We Offer:
- A culture where people work intentionally and collaboratively in pursuit of our mission
- Values we believe in
- A commitment to Diversity, Equity, and Inclusion
About VentureWell:
VentureWell supports the cultivation of an emerging generation of science and technology inventors and the innovation and entrepreneurship ecosystems that are critical to their success. Since its founding in 1995, VentureWell has funded or trained over 16,000 science and technology inventors and innovators, resulting in the emergence of over 3,000 ventures with groundbreaking technological advancements in fields like biomedicine and healthcare, sustainable energy and materials, and solutions for low-resource settings. The startups they have supported have raised subsequent funds totaling close to 5.3 billion and are reaching millions of people in nearly 50 countries.
United States
