Manager – IT Operations & End User Services
ABOUT US:
Biodesix is a leading diagnostic solutions company, driven to improve clinical care and outcomes for patients. Biodesix Diagnostic Tests support clinical decisions to expedite personalized care and improve outcomes for patients with lung disease. Biodesix Development Services enable the world’s leading biopharmaceutical, life sciences, and research institutions with scientific, technological, and operational capabilities that fuel the development of diagnostic tests, tools, and therapeutics.
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 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 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.
