The Helpdesk Services Supervisor is responsible for developing and delivering IT desktop services to internal New England Biolabs (NEB) customers at all US facilities. This includes serving as a liaison between the scientific staff and IT to ensure all laboratory systems and equipment are licensed, upgraded and securely connected to the NEB local area network (LAN). The person in this position will also manage the IT help desk to ensure processes, techniques, tools, and methods comply with established procedures and that the department provides exceptional support and services to the customers.

This is an onsite position based at our Ipswich Headquarters.

Primary Responsibilities:

• Improve the quality, efficiency and effectiveness of services to our customers, and automation of top service requests




• Standardize helpdesk services and procedures along with streamlining any discovered inefficiencies




• Serve as liaison to the NEB scientific community to develop the service strategy for lab equipment and instrumentation, connectivity to the LAN, hardware and software upgrades, retirements, specification compliance and any other technical issues involved with the management of the lab systems




• In coordination with NEB Lab management and technical staff, create and execute a maintenance schedule for hardware or software upgrade needs, to proactively maintain secure and reliable systems




• Serve to bridge the communication and functionality gap between IT, Science, and the software / instrument vendors




• Manage the day-to-day operations of the IT Help Desk, including the help desk ticket queue and the delivery of services to customers to ensure service levels are achieved and the customers’ expectation are met or exceeded




• Establish and maintain solid working relationships with other departments and vendors to ensure that the help desk team meets service level agreements




• Conduct growth analysis, capacity planning, availability, and service continuity management




• Communicate major outages, security notifications and/or updates to customers and IT vendors




• Create and maintain knowledge base system to provide consistent and knowledgeable support to customers monitor and report on relevant help desk metrics and service levels




• Provide staff support for administrative tasks and projects relative to Desktop, Video Conference Room systems, Mobile phones and Printers




• Manage the Microsoft Office 365 account and associated licensing




• Working knowledge of Microsoft Intune and JAMF for end-user computer management




• Coach and mentor Help Desk technicians

Required Qualifications and Experience:

• Bachelor's degree in Computer Science, Computer Information Systems or equivalent related experience.




• Minimum 5 years’ experience in IT service delivery and multiple technology domains with at least 2 years’ experience in a leadership role required




• CompTIA A+ certification is a plus




• Strong customer service ethic with a positive attitude




• Ability to prioritize and quickly resolve issues




• Excellent verbal and written communication skills




• Ability to be self-directed to solve problems and make decisions relative to IT Services responsibilities

NEB currently requires all employees located in the United States to be fully vaccinated against COVID-19. New hires must be fully vaccinated prior to the first date of employment. NEB will consider requests for reasonable accommodations, as required by applicable law.

EEO Statement

New England Biolabs is committed to fostering a diverse and inclusive community; as an EEO/AA employer, New England Biolabs considers applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability. More in-depth details of EEO are available here.

Information regarding New England Biolabs commitment to Diversity, Equity and Inclusion can be found here.

New England Biolabs is a participating employer in the Employment Verification (E-Verify) program.

OFCCP’s pay transparency policy can be found on OFCCP’s website at www.dol.gov/ofccp

If you need an accommodation for any part of the employment process because of a medical condition or disability, please send an email to hr@neb.com or call 978-927-5054 to let us know the nature of your request.