IT Manager

We are seeking a high achieving, early-career professional with an entrepreneurial spirit to be the IT Manager, working out of our 2 Tower South San Francisco location. You will be responsible for leading all IT support operations. Including but not limited to desktop support, network management, and various 3rd party application and platform management.

You must be highly self-motivated, always professional, and able to prioritize your workload in a fast paced, high-growth environment. Things change fast and frequently here, so we need someone at the top of their game who can shift gears, change directions, and keep going at pace. You must be a smart, strategic thinker and a tactical executer. Customer service and business savvy all come into play here and you will use them every day.

In this role, you will:
General Management
• Establish best practices through the entire technical support process and posturing the service desk into a scalable unit that can handle multiple sites spread across multiple geographical regions
• Communicate efficiently with the team to maintain the big picture of the SmartLabs operating environment
• Manage and execute concurrent IT projects and operations ranging in complexity • Identify potential changes and system improvements to present to team leaders for consideration and implementation

• Build and maintain a comprehensive list of SOPs, guides, supporting information on SmartLabs West Coast operations are executed

Service Desk Support
• Manage service desk operations and provide support, leadership, and guidance to other team members to include but not limited to:
o Windows desktop and server software installation and configuration

o Installation and configuration of PCs, phone systems, network connectivity, SmartLabs printers and other devices related to desktop infrastructure

o Maintain installed SmartLabs owned equipment via security, feature, and firmware updates
o SmartLabs licensed software packages and platforms
• Communicate with clients frequently and professionally to diagnose and troubleshoot, facilitate full transparency, and confirm full resolution so that SmartLabs maintains a high level of quality of service
• Identify Support Desk metrics and establish benchmarks to develop potential improvements while also implementing and testing those solutions
• Set specific customer service standards and procedures as well as anticipate new or upcoming needs and issues
• Troubleshoot and document service requests and incidents including communications with clients and external parties, steps taken, and resolutions summaries in our ticketing system

Network Management
• Manage the overall network infrastructure onsite to include planning and installation of new equipment, changes to the current configurations, and maintaining the logically configurations • Maintain all networking equipment to included firewalls, switches, and wireless access points in coordination with our network team to include regular patches and firmware updates as needed • Build and maintain network diagrams for the site and regularly audit the diagrams to ensure accuracy
• Troubleshoot network related requests and document resolution steps and changes

Strategic Relationships
• Follow up with customers and develop relationships with key partners to identify areas of improvement
• Foster cross functional relationships with company to maintain current operations vision • Coordinate external vendor installations and relationships

Professional qualifications include:
● You have a track record of success in a rapidly-scaling venture or private-equity backed organization, with 5-7 years of experience in a help desk role
● Bachelor’s degree in Information Technology, Computer Science, Technology or Engineering.

● Strong computer and technology skills with proficiency in collaborative tools.
● Customer service oriented with a problem-solving attitude
● Solid technical background with an ability to give instructions to a non-technical audience; ITIL, Network Management skills (Net+, CCNA, or equivalent); Experience working with ticketing systems (ZenDesk) a plus
● Demonstrated ability to work collaboratively, at all levels and cross-functionally
● Ability to learn new tools and applications when and where needed
● Demonstrated and proven leadership experience, specific focus on team building and mentoring a plus.
● Proven project management skills and experience
If you’re a flexible powerhouse, this is an excellent opportunity to join a company that’s growing fast and making a difference. You are:
● Experienced and comfortable being accountable for metrics and KPI’s. The successful candidate will have the pulse on ways to implement solutions to achieve and improve on those indicators.
● Highly organized, with excellent judgment as well as strong project management and problem solving skills
● Ultra-proactive, have a strong bias-to-action, self-motivated, and passionate about your work with the brass-tacks pragmatism to know when to say when
● Friendly and professional in demeanor, with exceptional interpersonal and leadership skills as well as a great sense of humor
● Strategic and operational. You can translate vision into the tactics that drive results
● Detail oriented and enjoy the analysis that pulls a story forward from data and are able to focus on measuring what really matters
● An entrepreneur at heart and think of the word NO as next option. You see opportunity everywhere, welcome mistakes and greet adversity as something to further develop your resilience
● Able to see the big picture clearly and understand the long-term goals of the business
● Able to thrive in a dynamic work environment where policies and procedures are still taking shape

About SmartLabs:
We accelerate scientific discovery by providing a fast-access, highly configurable turnkey laboratory environment that allows research scientists to focus on discovery from day one.

Benefits you can expect as a Team Member:
● Amazing Paid Time Off and Paid sick time!
● SmartLabs will cover all your monthly premium costs for Medical, Dental and Vision insurances for you and your family.
● SmartLabs will pay for your life insurance.
● SmartLabs will also provide you with a Health Reimbursement Account of up to $6,750 per year for your family and your health expenses.
● SmartLabs provides its employees with a 401k platform where you will be able to transfer any funds you have or start saving for your retirement.
● Paid Parental leave up to 16 weeks over the first 24 weeks of a newborn baby or an adopted child.
● Snacks, Thursday's Happy hour, Bio-Tech Tuesdays and many other fun activities!!

SmartLabs provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.