IT Technical Support Manager

The Opportunity

The Chan Zuckerberg Biohub SF has an immediate opening for an IT Technical Support Manager .  The CZ Biohub SF is a one-of-a-kind independent non-profit research institute that brings together three leading universities - Stanford, UC Berkeley, and UC San Francisco - into a single collaborative technology and discovery engine. Along with the world-class engineering team at the Chan Zuckerberg Initiative, the CZ Biohub SF supports over 150 of the brightest, boldest engineers, data scientists, and biomedical researchers in the Bay Area, with the mission of understanding the underlying mechanisms of disease through the development of tools and technologies and the application to therapeutics and diagnostics. The CZ Biohub SF is part of a growing Biohub Network currently composed of the CZ Biohub SF, CZ Biohub Chicago and the Chan Zuckerberg Imaging Institute.

The IT Technical Support Manager will develop and coordinate IT projects and initiatives, addressing issues and requests at the Chan Zuckerberg Biohub.  This position drives special projects including IT operational improvement initiatives and prepares budgets and estimates for special projects. This position will manage existing vendor relationships including identification of strategic partnership opportunities and influencing vendor product pricing. The successful candidate will provide leadership and guidance to the Biohub’s Help Desk.  And while this is a management position, the successful candidate must have substantial technical depth and ability to do hands-on technical support.  They will also provide a high level of consulting, troubleshooting, and problem resolution to users.  This position also follows IT best practices and security protocols.

This position works closely with the IT team that supports the advanced computing needs of all the members of the Biohub Network across the country. That team functions as the tier 2 support for Biohub SF in the areas of HPC, networking and information security.  This position will report to the CIO of the Biohub Network.  This is a rewarding opportunity for a highly capable and self-motivated technical director to make vital contributions to support world class science.

You will

• Identify needs, solutions and manage deployment and operation of capabilities supporting the Biohub’s mission with minimal oversight
• Manage a small team of IT technical support staff
• Ensure procurement actions, license renewals, and financial transactions are tracked,managed, and aligned with Biohub policies and objectives
• Manage projects to ensure objectives are met given scope, schedule and budget constraints. Ensure that leadership is informed of deviations from project performance on a timely basis and assist in identification and mitigation of risks that may impact performance.
• Develop and maintain written objectives, and roadmaps for fulfillment of those objectives
• Guides a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures
• Provides technical guidance in setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards
• Provide a comprehensive and ongoing assessment of overall helpdesk functions using industry standard performance metrics with the goal of maintaining high performing and cost effective service

You have

Essential –

• Bachelor’s degree (or equivalent experience)
• More than 2 years of supervisory experience
• At least 6 years in providing technical IT services 
• Strong project management experience
• Experience with the development and management of budgets
• Strong experience with Google Apps for Work, Google products and Google apps administration
• Strong experience with an IT Help Desk
• Advanced knowledge of workgroup computing environments (servers, desktops, networking, data acquisition, file and print services, desktop application software, backup systems)
• Knowledge of operational processes (e.g. property management, financial, human resources, procurement)
• Strong written and interpersonal communication skills

Nice to have -

• Medical research or academic industry experience

Chan Zuckerberg Biohub requires all employees, contractors, and interns, regardless of work location or type of role, to provide proof of full COVID-19 vaccination, including a booster vaccine dose, if eligible, by their start date. Those who are unable to get vaccinated or obtain a booster dose because of a disability, or who choose not to be vaccinated due to a sincerely held religious belief, practice, or observance must have an approved exception prior to their start date.

Compensation

• $152,000 - $209,000