IT Service Support Manager

IT Service Support Manager

Site IT | Boston/Cambridge, Massachusetts
On-site

Role overview

The IT Service Support Manager leads day-to-day on-site IT support across all three assigned sites and reports directly to the Site IT Director. This hands-on role ensures each site remains operational and efficient and that users receive exemplary, consistent service. The manager works alongside the support team when needed and serves as the local hands-and-eyes contact for Network and Infrastructure teams performing remote diagnosis or approved changes. This role focuses on commodity end-user devices and related workplace services, with issues outside the Site IT service catalog directed to the designated support owners. The manager ensures local service delivery remains aligned with AstraZeneca’s global IT standards, approved service offerings, and established processes.

Key responsibilities

• Lead daily Site IT support operations across 100 Binney, 290 Binney, and 121 Seaport, ensuring operational readiness, efficient service delivery, responsive on-site and remote support, well-managed ticket queues, timely escalations, and an exemplary user experience.

• Provide hands-on support for standard laptops, desktops, approved mobile devices, printers, and other commodity devices within the Site IT service catalog.

• Troubleshoot standard endpoint, connectivity, account-access, collaboration, and software issues within approved support procedures; engage specialist teams when ownership or access falls outside Site IT.

• Act as on-site hands and eyes for Network and Infrastructure teams: verify physical connections and equipment status, trace or reseat approved cables, collect device indicators, assist with equipment swaps, and perform directed checks under the owning team’s guidance and change controls.

• Coordinate local support for network outages and infrastructure incidents; provide accurate observations, updates, and follow-through without independently changing network configurations or infrastructure standards.

• Oversee site-specific device lifecycle activities, including deployment, refresh, inventory accuracy, asset handling, and secure return or disposal in line with company requirements.

• Use ServiceNow to maintain accurate tickets, meet applicable service-level agreements (SLAs), monitor response and resolution performance, and provide regular metrics that highlight trends, recurring issues, service concerns, and opportunities for improvement.

• Coordinate with Global IT, Information Security, Facilities, vendors, and other support teams to resolve issues and prepare for site changes or business events.

• Follow applicable security, privacy, change management, quality, and site access requirements; escalate potential compliance or operational risks promptly. Strive for excellence in day-to-day service delivery and continually improve how Site IT operates.

Communication and decision-making

• Report directly to the Site IT Director and maintain regular, clear communication about site priorities, incidents, service trends, risks, and stakeholder concerns.

• Keep the Site IT Director informed early when an issue could affect users, site operations, commitments, or the team’s ability to deliver support.

• Discuss and obtain the appropriate approval before implementing material changes to service delivery, local processes, spending, or stakeholder commitments. Do not make unilateral decisions that fall outside delegated authority.

• Make routine day-to-day decisions within agreed responsibilities and respond promptly to urgent incidents, following escalation and incident procedures; notify the Director as soon as practical.

• Communicate professionally and consistently with end users, technical teams, vendors, and site leaders, including explaining ownership, next steps, and realistic timelines.

Essential qualifications and experience

• Minimum of five years of experience in an IT managerial or leadership role, including responsibility for enterprise desktop or workplace IT support and day-to-day service delivery.

• Hands-on ability to diagnose and resolve issues with standard Windows endpoints, peripherals, approved mobile devices, and common workplace applications.

• Working understanding of basic networking concepts (such as connectivity, Wi-Fi, cabling, and IP addressing) and ability to carry out physical checks under direction from Network or Infrastructure teams.

• Experience using ServiceNow for incident and request management, ticket documentation, reporting, escalation, and applicable change procedures.

• Strong written and verbal communication, sound judgment, customer focus, and the ability to keep leadership informed and collaborate across teams.

• Ability and willingness to work on site at all three assigned site locations, prioritize competing requests, and participate directly in support activities.

• Bachelor’s degree in IT or a related field, or equivalent relevant professional experience.

Preferred qualifications

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