Services Manager – Life Sciences

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $90k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

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Harbor IT

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1995

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 $37M Series C on 2005-04

Consulting • Healthcare • Logistics

Harbor IT is a cyber-first managed services provider that delivers integrated IT, cybersecurity, and cloud services to organizations operating in complex, mission-critical, and regulated environments. They provide managed cybersecurity (including MDR), security awareness training, cyber governance and risk due diligence, managed IT helpdesk, server and network management, and managed cloud and infrastructure services. Harbor IT focuses on clients such as private equity-backed companies, healthcare & life sciences, critical infrastructure, and regulated professional services, emphasizing security, uptime, and enterprise value.

📋 Description

• Own service delivery quality and client experience within the Life Sciences Pod • Take immediate ownership of client recovery when service delivery falls short and drive recovery plans to completion • Partner with the Pod-CIO and CSM to align operational execution with account strategy • Guide technical delivery decisions and flag compliance-relevant risks • Monitor and enforce SLA compliance, ticket quality, and billing accuracy • Drive remediation of root causes behind ticketing and incident trends • Improve technician utilization, targeting 75%, and manage capacity planning • Lead monthly and quarterly client service reviews • Coordinate cross-functional teams during critical client escalations • Manage client communications during major incidents, planned maintenance, and other impactful events • Support new-client onboarding and service handover from projects to operational support • Collaborate with Service Desk, Infrastructure, Cloud, and Security teams • Build, enforce, and improve SOPs, escalation frameworks, ticket documentation standards, and PSA closure checklists • Maintain accurate client service documentation, contacts, service guides, escalation paths, and technical environments • Lead internal service improvement initiatives • Mentor and coach technical staff in customer service and operational excellence • Directly manage technical support staff assigned to the Life Sciences Pod

🎯 Requirements

• 5+ years of IT service delivery, service management, or account management experience within an MSP environment • Direct exposure to healthcare or life sciences clients strongly preferred • 2+ years of demonstrated direct people management experience • Hands-on PSA/RMM experience, such as ConnectWise or N-able • Experience building workflow automation, SLA configuration, board hygiene rules, and reporting • Working familiarity with HIPAA, HITECH, GxP (GMP/GLP/GCP), and FDA 21 CFR Part 11 • Defined, structured personal system for identifying problems before they become client-facing • Ability to interpret technical information and explain it to non-technical stakeholders • Ability to remain calm and focused under pressure • Excellent written and verbal communication and interpersonal skills • Strong understanding of MSP metrics and KPIs • Bachelor's degree in Information Technology, Business Management, or a related field, or equivalent work experience • Strong understanding of ITIL framework and service management principles • ITIL 5 Foundations or willingness to obtain within 6 months • Occasional travel for client escalations and onboarding

🏖️ Benefits

• Competitive salary commensurate with experience • Comprehensive benefits package including health, dental, and vision insurance • 401(k) retirement plan with company match • Unlimited PTO and holidays • Professional development opportunities