VP of Operations - IT Support Supervisor

The Rockridge Group - South San Francisco, CA

Full-time - Mid Level

South San Francisco, CA

Administrative and Support Services

About the position

The VP of Operations - IT Support Supervisor is responsible for overseeing advanced technical support operations, incident management, and system administration within the IT department. This role involves providing guidance to support teams, maintaining network infrastructure, and ensuring the smooth operation of IT services in a biotech lab environment. The position emphasizes continuous improvement and collaboration with third-party vendors to enhance IT processes and support business operations.

Responsibilities

• Provide advanced technical support for hardware, software, and network issues, including escalated tickets from L1 and L2 support teams.
• Diagnose, troubleshoot, and resolve complex IT incidents, ensuring timely resolution and minimal disruption to business operations.
• Perform system administration tasks, including configuration, maintenance, and monitoring of servers, networks, and applications.
• Maintain and troubleshoot network infrastructure incidents.
• Create and maintain comprehensive documentation for IT processes, procedures, and troubleshooting guides.
• Assist in the planning and execution of IT projects, providing technical expertise and support as needed.
• Provide guidance and training to L1 and L2 support teams, enhancing their technical skills and knowledge.
• Support any instruments in the Lab environment and collaborate with any 3rd Party companies to configure devices, equipment, and solve any incidents.
• Identify areas for improvement in IT services and infrastructure, recommending and implementing enhancements.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Minimum of 5 years of experience in IT support, with at least 2 years in an L3 or equivalent role.
• Proficiency in Windows and Linux operating systems.
• Experience with virtualization technologies (VMware, Hyper-V).
• Strong knowledge of networking protocols and hardware.
• Familiarity with ITSM Tools (Jira, Service Now or others).
• Asset Management skills.
• Advanced troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong organizational and time management abilities.
• Customer-focused mindset with a commitment to providing high-quality service.