IT Operations & Helpdesk Manager

About Discovery Life Sciences:

Discovery Life Sciences (Discovery) is a leading provider of highly characterized human biospecimens and cellular starting materials to advance cell and gene therapy and precision medicine programs for cancer, infectious disease, and other complex conditions. We routinely manage hundreds of studies and expertly test thousands of biospecimens simultaneously. Leading biopharma, diagnostic and academic institutions trust us to quickly deliver high-quality biospecimens and reliable, reproducible biomarker data, so they can outpace their competition and push the leading edge of innovation using our Science at your Service TM business model.

Position Summary:

We are seeking a highly motivated entry-level manager to lead a small, globally distributed IT support team while also contributing hands-on to the tactical resolution of infrastructure and network issues. This hybrid role is ideal for a seasoned systems administrator looking to step into their first formal management role, while continuing to apply deep technical expertise. The ideal candidate will split their time evenly between people management and technical execution, with a strong focus on driving operational excellence, system uptime, and support performance.

Under the direction of the VP, Information Technology, the Manager, IT Technical Operations position will primarily be responsible for leading and mentoring a small, globally distributed IT support team while actively contributing to the resolution of complex infrastructure and network issues. The role involves managing day-to-day support operations, setting performance metrics, and driving process improvements to ensure high service quality. Simultaneously, the manager will apply deep technical expertise to maintain and troubleshoot servers, networks, and enterprise systems, automate administrative tasks, and support infrastructure projects—all while ensuring systems are secure, scalable, and highly available.

Must-Have Qualifications (Education, Skills, Experience):

• B.S. Degree in Information Technology, Computer Science, Systems Administration, or related technical field preferred; equivalent work experience or industry certifications may be accepted in lieu of a formal degree
• 4+ years of hands-on experience in systems and network administration.
• Expert-level understanding of Windows server administration.
• Fundamental understanding of Linux server administration.
• Expert-level understanding of network protocols, firewalls, routing, and VPNs.
• Expert-level understanding of Microsoft Hyper-V management.
• Expert-level understanding of different monitoring tools (e.g., Nagios, Zabbix, Prometheus, etc.).
• Expert-level understanding of various scripting languages (e.g., Powershell, Bash, Python, etc.).
• Strong analytical and problem-solving capabilities.
• Familiarity with ITSM tools, helpdesk workflows, and ticketing systems.
• Strong communication and facilitation skills with both technical and non-technical audiences.
• Exposure to cloud infrastructure (AWS, Azure).
• Understanding of ITIL practices and frameworks.
• Excellent verbal and written communication skills with ability to translate technical concepts.

Key Responsibilities:

• Management & Team Leadership (40%)
  • Lead, mentor, and support a small global IT support team across multiple time zones.
  • Set clear expectations, define team golals, and ensure accountability through well-defined KPIs and regular performance reviews.
  • Drive incident response processes and maintain high levels of customer satisfaction.
  • Develop documentation, workflows, and training programs to standardize support operations.
  • Collaborate with other departments to align support strategies with organizational goals.
• Technical Execution & Infrastructure Support (60%)
  • Troubleshoot complex infrastructure and networking issues across on-prem and cloud environments.
  • Administer servers, networks, firewalls, and enterprise IT systems with an expert-level focus on security, scalability, and availability.
  • Automate system and network administration tasks to improve efficiency and reduce manual intervention.
  • Participate in infrastructure projects including migrations, upgrades, and capacity planning.
  • Monitor and report on system performance, availability, and reliability using industry-standard tools.

Compensation and Benefits:

Discovery Life Sciences is committed to fair and equitable compensation practices, and we strive to provide employees with total compensation packages that are market competitive. Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter. The exact base pay offered for this role will depend on various factors, including the candidate's qualifications, skills, and experience. Your annual salary is only one part of your total compensation package. Other benefits include:

• Competitive salary and benefits package options, including a free dental, vision package, life insurance, and disability coverage which start on your first day of employment.
• 401(k) match program which starts on your first day of employment.
• Time away from work (Generous vacation and paid time off, paid parental leave, paid family leave, etc.).
• Professional development opportunities and reimbursement for relevant certifications and tuition.
• Collaborative and inclusive work environment that values diversity.
• Team-building activities and social events.
• Employee Referral Program and Colleague Recognition Program.

Location, work hours, and application details:

• Onsite in Huntsville, AL
• Flexible work schedule, start time between 7am and 9am local time
• Less than 5% domestic or international travel required for mandatory site meetings and trainings

We are actively seeking motivated, dedicated individuals like you to join our thriving organization. As a leader in our industry, we offer unparalleled opportunities for professional growth and success.

The Discovery Life Sciences Talent Acquisition team proudly manages and represents all Discovery recruitment activities. We respectfully request that third party staffing agencies refrain from submitting candidates or soliciting meetings to discuss recruiting services.

We are unable to sponsor or take over sponsorships of any applicant work visas at this time.

Apply Now to join our team!
Visit dls.com/careers for more details.
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For further information, please review the Know Your Rights notice from the Department of Labor.