IT Manager, Helpdesk

The Maze Information Technology team is seeking an experienced IT Helpdesk Manager to lead and oversee Maze’s IT helpdesk operations.

In this role, you’ll ensure our IT systems are secure, reliable, and scalable to support cutting-edge biotech research and development. You’ll join a small collaborative team where your expertise will have a direct impact on our mission to transform lives through genetic insights. This is a hands-on management role that requires at least three days a week on-site at our headquarters.

As our IT Helpdesk Manager, you’ll be at the heart of Maze’s IT support operations, keeping our biotech research moving forward. Here’s how you’ll make an impact:

• Lead the end-to-end IT support function, including user support, vendor management, and issue resolution.
• Coach and mentor a small team of support staff and manage external service providers.
• Respond to escalated technical issues in person, by phone, or electronically.
• Manage user provisioning and deprovisioning using identity and access management systems.
• Troubleshoot and resolve complex hardware and software issues (2nd and 3rd line support).
• Promote IT and security best practices across the organization.
• Administer helpdesk systems, route tickets, and ensure timely documentation of support interactions.
• Maintain technical documentation, runbooks, and user training materials.
• Collaborate with IT colleagues on projects and testing initiatives.

As a Manager, we also expect our leaders to demonstrate the following Leadership

Competencies:

• Communication and Influence
• Communicates clearly and directly with team and partners.
• Inspires team by conveying the value and impact of their work.
• Creates a safe environment for people to share their thoughts and speak up when they don’t agree.
• Teamwork and Collaboration
• Creates opportunities for team to get to know each other.
• Manages conflict effectively between individuals.
• Encourages individuality and authenticity.
• Execution and Results
• Prioritizes and allocates time and effort of team and team members to maximize impact.
• Addresses challenges in a timely manner and escalates to superiors as needed.
• Develop Others and Self
• Provides and seeks guidance for self-growth and team’s developmental needs.
• Through clear and specific performance goals, coaches direct-reports to do their best work.
• Proactively seeks and provides developmental feedback

We’re looking for someone with a strong technical foundation, a proactive mindset, and the ability to collaborate across teams. Here’s what will set you up for success in this role:

• Experience and
  
  Education:
• At least 5 years of hands-on IT help-desk experience, preferably in a Healthcare/Pharma environment
• Relevant training or experience such as ITIL, PMP, or other IT certifications are a plus
• Familiarity with cloud and office software and platforms (e.g., Office 365 is beneficial)
• Technical expertise:
• Proficiency in Windows 10 and above, MacOS and LAMP
• Experience supporting A/V systems is a plus.
• Strong knowledge of IT security, PC imaging, hardware/software troubleshooting, and mobile device setup.
• Scripting experience (e.g., Power Shell) preferred.
• Experience supporting lab informatics or working in regulated environments is highly desirable
• Key Skills and Attributes:
• Strong problem-solving and project management skills.
• Clear, direct communication that builds trust across teams.
• Ability to analyze and resolve complex system issues.
• Excellent documentation and organizational skills.
• A collaborative, service-oriented mindset.

Maze Therapeutics is a clinical-stage biopharmaceutical company harnessing the power of human genetics to develop novel, small molecule precision medicines for patients living with renal, cardiovascular and related metabolic diseases, including obesity.

Maze offers a robust benefits package to our eligible employees including competitive medical, dental, and vision insurance, mental health offerings, equity incentive plan, 401(k) program with employer match and a generous holiday and PTO policy.

The expected annual salary range for employees located in the San Francisco Bay Area is $139,000 - $170,000. Additionally, this position is eligible for an annual performance bonus.