{"id":1493788,"url":"https://alion.io/job/wave-life-sciences-senior-manager-end-user-service-it","title":"Senior Manager, End User Service IT","company":{"id":1948484,"name":"Wave Life Sciences","domain":"wavelifesciences.com","url":"https://alion.io/company/wave-life-sciences","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Science & Research","role_family":"Science & Research","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lexington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":139000,"max":187000,"currency":"USD","period":"year","gross":null,"usd_annual":187000},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"ITSM","optional":false},{"name":"Shift-Left Security","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-08-13T19:28:28Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-29T03:47:36Z","board_verified":true,"closed_at":null,"days_open":76,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":76},"description":"Wave Life Sciences is a biotechnology company focused on unlocking the broad potential of RNA medicines to transform human health. Our RNA medicines platform, PRISM, combines multiple modalities, chemistry innovation and deep insights in human genetics to deliver scientific breakthroughs that treat both rare and prevalent disorders. Our toolkit of RNA-targeting modalities including RNAi silencing and RNA editing provides us with unmatched capabilities for designing and sustainably delivering candidates that optimally address disease biology. Our diversified pipeline is focused on our obesity, alpha-1 antitrypsin deficiency and PNPLA3 I148M liver disease programs and includes clinical programs for Duchenne muscular dystrophy and Huntington’s disease, as well as several preclinical programs utilizing our versatile RNA medicines platform. Driven by the calling to “Reimagine Possible”, we are leading the charge toward a world in which human potential is no longer hindered by the burden of disease.\nDescription\nThe End User Services Senior Manager provides strategic leadership and enterprise accountability for End User Services at Wave Life Sciences. This role owns the full end user services portfolio across deskside services, helpdesk support, workplace technology, endpoint compliance, corporate application lifecycle coordination, vendor governance, service analytics, customer experience, and service maturity initiatives, while also defining the long-term direction of the function.\nThe Senior Manager is responsible for ensuring daily service operations remain stable, responsive, and well-governed across all Wave locations. This includes maintaining visibility into ticket flow, queue health, escalations, support quality, workplace technology readiness, endpoint risk, user experience, and provider performance. The role must be able to step directly into operational leadership when required, while also ensuring the service is structured, measured, and improved in a way that supports long-term scalability and resilience.\nWhat differentiates this role is its broader enterprise scope. In addition to owning day-to-day service execution and governance, the Senior Manager defines the multi-year roadmap for End User Services, establishes enterprise standards for workplace technology and digital employee experience, anticipates future service and capacity needs, shapes service transformation priorities, and communicates service strategy, risks, and investment needs to leadership. The role also sponsors modernization efforts across automation, self-service, knowledge management, and responsible AI-enabled service capabilities to ensure End User Services evolves with the needs of the business.\nExperience\nBachelor’s degree or equivalent professional experience.\n10 or more years of experience in End User Services, IT Operations, Service Leadership, or a related workplace technology support function.\nDemonstrated experience leading enterprise-scale service operations or complex end user computing environments.\nStrong experience with ITSM platforms, service analytics, operational reporting, and service governance.\nExperience managing managed service providers, vendors, contractual service expectations, and performance accountability.\nStrong experience overseeing endpoint environments, patching posture, support operations, and corporate application lifecycle coordination.\nStrong executive-level written and verbal communication skills.\nDemonstrated ability to lead service transformation, operational maturity initiatives, or workplace technology modernization efforts.\nExperience in regulated environments such as biotech, pharma, healthcare, or similarly governed industries is preferred.\nFamiliarity with FreshService, Microsoft Intune, Microsoft 365, and modern workplace support tooling is preferred.\nExperience evaluating or implementing automation, self-service, or AI-enabled service management capabilities is preferred.\nResponsibilities\nEnd User Services Operations and Daily Service Oversight\nOversee the full operation of deskside and end user support services across all Wave locations.\nEnsure incidents and service requests are triaged, prioritized, assigned, escalated, and resolved in accordance with established service levels, workflows, and operational procedures.\nMaintain direct visibility into ticket queues, aging trends, backlogs, escalations, daily service risks, and overall support responsiveness.\nAct as the senior escalation point for high-impact, highly visible, or persistent issues affecting employee productivity, workplace technology, or service stability.\nStep into operational leadership when required to direct service recovery, restore execution discipline, and stabilize support performance.\nEnsure employees receive consistent, professional, and high-quality support experience across onsite, remote, and ticket-based support channels.\nCoordinate closely with infrastructure, networking, cybersecurity, identity, application, and workplace technology stakeholders to resolve cross-functional issues affecting end user services.\nEnsure onboarding, offboarding, device deployment, equipment refresh, meeting support, workplace technology support, and end user lifecycle activities are executed consistently and effectively.\nVendor Strategy, Managed Service Provider Oversight, and Governance\nOwn the strategic and operational relationship with vendors and managed service providers supporting End User Services.\nEnsure provider obligations defined in Statements of Work, contracts, SLAs, and performance commitments are clearly governed, measured, reviewed, and enforced.\nLead structured vendor reviews, service evaluations, trend analysis discussions, and corrective action planning sessions.\nDrive provider accountability for service quality, triage effectiveness, first-contact resolution, documentation quality, responsiveness, escalation handling, staffing consistency, and operational follow-through.\nEscalate systemic vendor performance concerns and lead remediation planning when service quality or contractual compliance falls below expectations.\nHelp shape sourcing strategy, support model evolution, and vendor-related service decisions for End User Services.\nOversee purchase orders, vendor engagements, SOW changes, and service-related financial coordination relevant to workplace technology support and end user services operations.\nEndpoint Compliance, Corporate Application Lifecycle, and End User Risk Posture\nMaintain direct accountability for enterprise end user endpoint compliance, especially Windows patching posture, remediation visibility, and alignment to service expectations.\nEnsure patching SLAs are operationalized, monitored, and consistently pursued across the support model.\nOversee visibility into endpoint risk, device compliance gaps, aging vulnerabilities, unresolved remediation issues, and service dependencies affecting end user technology health.\nLead reporting and communication to IT leadership on endpoint posture, risk trends, and remediation performance.\nMaintain ownership of the lifecycle management model for corporate applications, including packaging, deployment coordination, update planning, version control expectations, retirement coordination, and operational support readiness.\nEnsure vulnerabilities affecting end user systems and applications are remediated through coordinated action with cybersecurity, engineering, and application stakeholders.\nMaintain a strong understanding of the operational risk exposure within the end user environment and ensure that service, compliance, and security concerns are addressed cohesively.\nCustomer Experience, Service Analytics, and Executive Reporting\nOwn the service quality and customer experience strategy for End User Services.\nAnalyze ticket volumes, service demand patterns, repeat incidents, aging trends, support hotspots, root-cause categories, and friction points impacting employee experience.\nEstablish, refine, and communicate the metrics that matter most for understanding service quality, vendor effectiveness, compliance posture, and operational maturity.\nProduce structured operational and executive-level reporting for IT leadership that clearly articulates service health, major risks, trends, opportunities, and recommended actions.\nUse service data to prioritize improvement initiatives, staffing focus areas, vendor remediation, tooling changes, documentation enhancement, and service model adjustments.\nEnsure leadership decisions about End User Services are informed by both frontline realities and measurable outcomes.\nSOPs, Standards, Service Governance, and Organizational Discipline\nOwn the governance structure for End User Services operating procedures, support standards, workflow expectations, and service management discipline.\nEnsure SOPs, process documents, service guidelines, escalation paths, and support practices are current, practical, usable, and audit-ready.\nDefine and reinforce what strong service execution looks like in support delivery, documentation quality, escalation behavior, queue hygiene, user communication, and accountability.\nEnsure processes are followed consistently across internal staff and vendor-supported services.\nPartner with IT leadership to evolve support practices in response to growth, compliance requirements, changing technology patterns, and service pain points.\nDrive a culture of measurable execution, governance discipline, and operational consistency.\nLeadership, Capability Building, and Service Organization Development\nProvide mature leadership across the End User Services function by developing people, improving capability, and raising performance standards.\nCoach support personnel on service quality, operational judgment, escalation management, communication, and execution discipline.\nStrengthen the career development framework for the function by identifying capability gaps, growth paths, succession needs, and development opportunities.\nBuild a culture of accountability, ownership, operational excellence, continuous learning, and practical problem solving.\nHelp ensure the End User Services organization can scale in capability as Wave grows and its workplace technology environment becomes more complex.\nPromote stronger partnership between End User Services and the broader IT organization by reinforcing shared accountability and healthy collaboration.\nEnd User Services Strategy, Roadmap, and Service Transformation\nDefine and evolve the multi-year strategy and operating roadmap for End User Services.\nEstablish a clear maturity path for workplace support, service management practices, shift-left execution, self-service capabilities, documentation quality, automation, and digital employee experience.\nAnticipate future service needs tied to company growth, workplace evolution, technology changes, employee experience expectations, and regulatory considerations.\nShape the service model so it remains scalable, governed, measurable, and aligned with business needs.\nIdentify where current service practices, tools, staffing models, or vendor structures need to change to support future-state needs.\nSponsor and lead initiatives that improve service effectiveness, operational resilience, digital support capabilities, and workplace technology experience.\nInnovation, Automation, and AI-Enabled Service Management\nEvaluate emerging service management technologies and support innovations that can improve service efficiency, user experience, and operational maturity.\nLead the exploration, piloting, and responsible implementation of AI-enabled service management capabilities, including areas such as automation, ticket triage support, knowledge surfacing, self-service enhancement, and service optimization.\nEnsure AI-driven or automation-enabled capabilities are implemented in a manner aligned to governance standards, security requirements, operational practicality, and measurable business outcomes.\nContinuously i...","description_format":"text","description_chars":19016,"description_truncated":true,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Continuous 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