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Solid Biosciences

IT, End User Services Lead

552 - IT – Cambridge, Massachusetts
Department 552 - IT
Employment Type Full-Time
Minimum Experience Experienced


Solid is currently seeking an experienced, ambitious individual with experience supporting end users at small to mid-sized companies; designing and implementing customer support systems, working with external tier1 and tier2 services, implementing best practices, ITIL  methodologies, and providing a high level of service to the users of company technology.

The ideal candidate will have experience working in biotech supporting research, manufacturing, and business users, and will oversee day-to-day operations and initiatives.  They will be self-motivated and able to identify opportunities for efficiencies.

Key Duties & Accountabilities:

  • Provide hands on assistance for difficult or high impact technical issues
  • Plan and coordinate the activities of the Help Desk team with on-going focus on enhancing customer relationships
  • Receive, prioritize, assign, document, and actively resolve end user help requests;
  • Provide direction to team to ensuring accurate and clear follow up on open tickets/issues
  • Provide feedback regarding service failures or customer concerns
  • Communicate priority and level of service to end-user to ensure that expectations are clear
  • Provide a positive experience to clients by meeting and exceeding customer expectations, and engendering confidence that requests will be resolved
  • Analyze call and ticket data to assess customer service performance and provide weekly statistical reports on Help Desk performance
  • Evaluate, document, and identify gaps in current process and build remediation plans to ensure excellent customer service
  • Respond to customer inquiries and problem solving in a professional and effective manner
  • Monitor emails throughout the day, evenings, and weekends, and respond to high-volume of calls and emails in real-time, outside of normal business hours
  • Ensure that staff receive training and support they need to be successful and foster a culture of exceptional customer service
  • Manage the configuration and distribution of mobile devices throughout the organization
  • Additional duties and responsibilities as required

Core Competencies Required:

  • Strong customer service and problem-solving skills
  • Ability to work independently and collaboratively
  • Ability to take ownership of, and follow through on client issues until resolution is achieved
  • Communication; written and oral
  • High level of attention to detail and self-motivation

Knowledge: Education, Experience, & Skills:

  • Four (4) years of progressively responsible experience supervising or administering computer operations or end user services teams
  • Bachelor’s or Associate degree in Technology or Management
  • Experience working as a team, supporting SAAS based implementations and rollouts
  • Experience working with 3rd party vendors and managed service desks
  • ITIL Framework training and implementation experience a plus
  • Microsoft certifications, CompTIA: A+, Net+ and / or Security+ certifications a plus
  • Experience managing incidents through a ticket-tracking tool
  • Communicate professionally and effectively with customers at all levels. Explain technical details in a plain, clear, and simple manner
  • Experience providing hands on technical support for operating systems, browsers, networking, email, remote connectivity, and mobile devices
  •  Strong telephone support and in person customer service experience
  •  Experience with mobile device management, administration, and support
  • Resourcefulness, patience, a passion for technology, and a strong desire to help others
  •  Ability to partner effectively with end users and vendors to troubleshoot problems and develop solutions
  • Excellent communication skills both written and oral; interpersonal, organizational, and problem-solving skills
  • Ability to work evenings or weekends on an as needed basis

Travel Commitment:

  • Some travel may be required
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  • Location
    Cambridge, Massachusetts
  • Department
    552 - IT
  • Employment Type
  • Minimum Experience
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