The Manager, IT Support will lead the organization’s IT support function while actively contributing to daily technical operations. This hands-on leadership role is responsible for managing the support ticket queue, assigning and tracking work, mentoring team members, and ensuring the delivery of prompt, high-quality technical support. In addition to management responsibilities, the Manager will work on tickets, resolve complex technical issues, oversee IT asset lifecycle management, and ensure smooth onboarding and offboarding of employees. This role is critical to maintaining reliable IT systems, and positive user experience across the organization.
QUALIFICATIONS AND EXPERIENCE:
- Bachelor’s degree in Information Technology, Computer Science, or related field; equivalent experience considered.
- 5+ years of progressive IT support experience, including at least 2 years in a supervisory, lead, or management role.
- Strong technical expertise in computer systems, networks, hardware, software, and common business applications.
- Proven ability to balance leadership duties with personal technical workload.
- Experience managing IT asset lifecycles, onboarding/offboarding processes, and support-related audits.
- Excellent troubleshooting, problem-solving, and analytical skills.
- Strong leadership, communication, and interpersonal abilities with a customer service focus.
- Experience with ITSM tools and knowledge of ITIL best practices preferred.
DUTIES AND RESPONSIBILITIES:
- Lead the IT support team, managing workloads, priorities, and performance while maintaining personal ownership of assigned tickets.
- Oversee the full lifecycle of laptops, desktops, and related peripherals — including, configuration, deployment, maintenance, and replacement.
- Manage and audit all UPS (Uninterruptible Power Supply) devices connected to desktops and instruments, ensuring proper operation, scheduling maintenance, and keeping accurate compliance records.
- Coordinate and execute IT onboarding and offboarding processes, including device preparation, account setup, permissions, and secure asset recovery.
- Maintain accurate and up-to-date records of all IT assets, configurations, and support documentation.
- Provide direct technical support for hardware, software, network, and application-related issues, escalating when necessary.
- Monitor and manage the support ticket queue to ensure timely response and resolution according to service level expectations.
- Implement and enforce IT support procedures, best practices, and documentation standards.
- Conduct regular system health checks, preventative maintenance, and audits to ensure operational stability.
- Collaborate with other IT leaders to identify opportunities for process improvement, technology upgrades, and enhanced service delivery.
- Train, coach, and develop IT support staff to strengthen technical skills and service capabilities.
EEO Statement:
Baylor Genetics is proud to be an equal opportunity employer dedicated to building an inclusive and diverse workforce. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender identity, veteran status, disability, genetic information, pregnancy, childbirth, or related medical conditions, or any other status protected under applicable federal, state, or local law.
