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IT Manager, End User Support

Department: Admin IT

IT Manager, End User Support - Administration IT

The mission of the Allen Institute is to unlock the complexities of bioscience and advance our knowledge to improve human health. Using an open science, multi-scale, team-oriented approach, the Allen Institute focuses on accelerating foundational research, developing standards and models, and cultivating new ideas to make a broad, transformational impact on science.

The mission of the Allen Institute administration team is to provide support and structure to the scientific divisions. Coinciding with the team science approach, administration helps facilitate team learning and the overall mission of the institute.

This role will be responsible for managing a team of End User Support technicians and business application specialists that support all business-side Windows servers, client workstations, and other IT-related systems in accordance with Institute policies and goals. Your team will ensure proper functioning of Institute hardware and software and make necessary upgrades to meet business needs. You will lead and mentor the team, establish priorities, build and implement IT frameworks and policies and own various enterprise systems. This also includes working with the Infrastructure team in meeting team objectives and completing projects. The successful candidate must be a strong team player with the ability to work cross-functionally and deliver services across the entire organization.

The Allen Institute believes that team science significantly benefits from the participation of diverse voices, experiences, and backgrounds. High-quality science can only be produced when it includes different perspectives. We are committed to increasing diversity across every team and encourage people from all backgrounds to apply for this role.

Essential Functions

  • Create and maintain a strategy for the Office 365 product suite
  • Manage and mentor a team of end-user support technicians and serve as a point of escalation for customers and team members for troubleshooting of technical issues
  • Identify areas for process improvement with the team that will benefit the customer or streamline IT processes
  • Manage the support and development of the Enterprise Resource Planning (ERP) system
  • Focus on securing our IT assets and protecting the Institute from intrusions
  • Define and gather metrics to measure the overall effectiveness of IT Operations while tracking delivery of quality customer service
  • Assess incoming work and evaluate opportunities for tools to reduce overhead
  • Manage and maintain all Linux work stations, Windows, and Mac-based systems; apply critical patches as needed to ensure systems are kept up to date
  • Continually evaluate new technologies to reduce cost and/or improve efficiencies
  • Engage in the technology procurement process for purchases of new hardware and software
  • Manage hardware and software inventory and licensing while tracking IT assets
  • Create and document routine IT processes and procedures
  • Balance the demands of daily and routine assignments with long-term projects
  • Manage the Institute’s telephony system and mobile phone fleet
  • Manage the audio/visual systems throughout the building and provide support for a variety of on-site Institute events. Engage managed services vendor for technical support when needed
  • Develop strong relationships with internal customers, vendor, affiliates, and peers

Required Education and Experience

  • Bachelor’s Degree or above in Computer Science or related field; or equivalent combination of degree and experience
  • Minimum 3 years of experience of relevant IT experience
  • Expertise in Windows computing resources, Active Directory, and basic networking fundamentals
  • Working knowledge in Information Security and protecting IT assets
  • Strong expertise with the Office 365 suite and toolsets. Set toolset standards within the Institute and potentially deliver training where needed
  • Basic knowledge in ITIL and managing IT processes around Change, Problem, Incident, and Asset Management
  • Project management skills with the ability to prioritize work, create project plans, roadmaps and drive projects to completion
  • Demonstrated experience with vendor management with the ability to communicate demands, negotiate contracts, create RFIs and track progress against issues and requests

Preferred Education and Experience

  • 3-5 years of equivalent experience
  • Excellent written and oral communications skills
  • Oracle ERP knowledge or experience

Physical Demands

  • Fine motor movements in fingers/hands to operate computers and other office equipment; lab equipment
  • Occasional lifting to 30 pounds
  • Stooping, bending, crouching

Position Type/Expected Hours of Work

  • Must be able to respond to off-hours emergencies
  • Occasional evening and weekend hours may be required
  • This role is currently able to work remotely due to COVID-19 and our focus on employee safety. We are a Washington State employer, and remote work must be performed in Washington State. We continue to evaluate the safest options for our employees. As restrictions are lifted in relation to COVID-19, this role will return to work onsite.


  • Occasional attendance and participation in national and international conferences and trade shows

Additional Comments

  • **Please note, this opportunity does not sponsor work visas and has no relocation assistance**


It is the policy of the Allen Institute to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the Allen Institute will provide reasonable accommodations for qualified individuals with disabilities.





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