About the Role
The Director of Technology Support Services (TSS) & Lab Strategy is a high-impact operational leader who sits at the intersection of Enterprise IT, Facilities Management, and Laboratory Operations. You will lead end-user technology support across office and specialized lab environments, while establishing the strategic roadmap for lab endpoint security, instrument networking, and digital lab automation.
What you\'ll do:
Lab Infrastructure & Digital Strategy
- Lab Tech Roadmap: Partner with scientific, engineering, and facilities leads to evaluate and integrate LIMS, IoT telemetry, lab automation, and specialized lab endpoints into enterprise environments.
- Instrument Security & Compliance: Design security frameworks for air-gapped systems, legacy instrument controllers, and operational technology (OT) while maintaining research agility and regulatory compliance (GLP/GMP, ISO 27001, NIST).
- Cross-Functional Alignment: Align IT, Facilities (IFM), and EH&S to guarantee continuous uptime, power, and high-speed network access for critical lab spaces.
TSS & Service Delivery Management
- End-to-End Support: Oversee Tier 1–3 desktop support, field services, and service desk operations across general office and specialized lab environments.
- ITSM Excellence: Drive ITIL-aligned operations, tracking metrics (MTTR, CSAT, First Contact Resolution) to continuously elevate service quality.
Leadership & Financial Management
- Team Leadership: Lead, coach, and retain a high-performing team of TSS, Lab, and Program Manager professionals. Hire TSS and Lab professionals, specialists, and support technicians.
- Fiscal Oversight: Manage Opex/Capex budgets, hardware lifecycles, and vendor contracts to ensure high ROI on tech investments.
What you\'ll need:
- Experience: 8+ years in progressive IT leadership, including 3+ years specifically managing specialized lab/R&D IT environments alongside standard Enterprise IT support.
- Domain Expertise: Demonstrated success integrating scientific instruments, OT devices, and telemetry with enterprise networks and cloud infrastructure.
- Technical Toolkit: Deep familiarity with ITSM platforms (ServiceNow, Jira), endpoint management (Jamf, Intune, MECM), and security frameworks for OT/lab systems.
- Cross-Functional Leadership: Proven ability to manage vendors, balance complex Opex/Capex budgets, and navigate relationships between internal IT, Facilities/IFM, and lab researchers.
- Stakeholder & Change Management: Proven ability to navigate complex organizational dynamics, communicate high-stakes operational changes clearly to non-technical partners, and resolve cross-departmental friction.
- Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention is preferred.
- Education & Certifications: B.S. in CS, IT, or Engineering (Master\u2019s/MBA preferred). In lieu of a degree, a combination of experience and education will be considered. ITIL v4, PMP, or CISSP certifications are a strong plus.
- Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future