Manager, IT Support

Programmable DNA, the software of Life, is finally here! Twist Bioscience is developing a disruptive Synthetic DNA technology that will change the world, enabling widespread health and
sustainability. Synthetic biologists will use our products to engineer how organisms produce cures to diseases, everyday chemicals are made using the atmosphere as the carbon source, plants make their own fertilizers, in-vivo diagnostics will alert us when we are sick, and many more applications.

We are currently seeking a Manager, IT Technical Support to join our growing team. We are looking for a top level performer, someone who is passionate about their career and consistently demonstrates that they are a team player.

What You’ll Be Doing

● Manages, supervises or provides support, guidance and training to others and has full performance management responsibilities for a team of Help Desk specialists.

● Assists with identification, recruitment & development of talent.

● Manages the day to day operations effectively with minimal to zero escalation of deskside support team, and maintains a high CSAT rating.

● Reviews the existing process for operational and cost effectiveness and implement those gap analysis recommendations.

● Manages/coordinates new office site infrastructure projects.

● Allocates and tracks the work assignments to the teams with effective feedback mechanism.

● Complies with the service level objectives assigned by the leader or the strategy of the firm.

● Ensures team compliance with all relevant processes and procedures.

● Maintains effective business relationships with counterparts at assigned locations.

● Makes short- and long-term recommendations regarding hardware, software, and communications equipment.

● Establishes and maintains hardware and software vendor relationships for the benefit of the company.

● Ensures high quality and current documentation exists for all service arrangements.

What You’ll Bring to the Team
● Proficient in reporting and metrics management. Instills a fact-based decision making model.

● General knowledge of IT Systems interaction.

● Thorough understanding of the technology platform (Network, Desktop, Server etc).

● Experience in ITIL concepts, processes, and tools.

● Good understanding on the complementary technology areas (Security, Active Directory, Server Operating System etc).

● Proven experience with delivering high quality in infrastructure platforms.

● Analytical and negotiating skills.

● Managing complex IT problems in critical situations.

● Major Incident Management.

Preferred Experience:
● ITIL Foundation certification

● PMP certification or strong knowledge of project management Qualifications

● 3+ years industry experience, tech / startup preferred

Preferred Qualifications

● Interest in biotech, DNA, synthetic biology

● Certifications in relevant areas (Windows / OS X / Networking)

● Atlassian tools (JIRA / Confluence / Service Desk)