**By joining Bio-Techne, you’ll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide.** Pay Range: $115,900.00 - $190,450.00 Budgeted salary: 115-155K POSITION SUMMARY Bio-Techne is seeking a dynamic individual to oversee our North America IT Client Services team. The ideal candidate will be responsible for ensuring the efficient and effective delivery of IT services, managing IT Tier 1 (MSP) and Tier 2 teams, and driving continuous improvement initiatives. This role requires a strategic thinker with strong leadership abilities and a deep understanding of ITSM frameworks and IT operations best practices. ESSENTIAL FUNCTIONS **This will be a** **n** **o** **nsite** **working manager position, meaning the hire would be involved and** **assist** **in the day-to-day work of the Tier 2 team. This resource would also be a technical escalation point for the team.** **Team size will be 9 direct reports.** **Tier 2 Support Management:** + Work closely with the Minneapolis Team Lead + Lead our Tier 2 IT Support team, ensuring they provide timely and effective technical support to end-users. This includes monitoring team performance, track key metrics, and identifying areas for improvement. + Manage our Tier 2 support processes and ticketing tool (ServiceNow) including their continuous improvement. + Oversee in-office support, executive support, company all-hands delivery. + Travel up to 10%. May require travel to help support executive board meetings or other Executive events **Tier 1 MSP Vendor Management** • Be the primary contact for our Tier 1 Managed Service Provider (MSP) and ensure they are meeting agreed-upon Service level agreements and delivering value for money. • Review performance metrics and identify opportunities to optimize the partnership. • Assist with Contracts and Software negotiations as they relate to Tier 2. • Assist with IT Lab equipment and management • Manage End-User lifecycle management for Bio-Techne • Manage End-User Assets management **Tier 3 Liaison:** • Be the liaison between the Tier 2 support team and our Tier 3 team and facilitate communication and collaboration between the two teams. • Ensure seamless escalation of complex issues to Tier 3. • Participate in service delivery meetings and provide feedback on areas for improvement. **I** **T Process Ownership & Metrics:** • Manage key CIO processes, including Incident Management, Change Management, Request Management, and Asset Management. • Define and track key performance indicators (KPIs) for each ITSM process. • Report on performance against these metrics and identify areas for improvement. • Ensure compliance with established IT policies and procedures. **Continuous Improvement:** + Identify opportunities for process improvement and automation within the support structure and across IT operations. + Implement best practices for IT operations management and service delivery. + Stay current with the latest technologies and trends. JOB SPECIFICATIONS + Prompt and regular attendance at assigned work location. + Capability to remain seated in a stationary position for prolonged periods. + Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment. + No heavy lifting is expected, though occasional exertion of about 40 lbs of force (e.g., lifting a computer / laptop) may be required. + Experience building productive and inclusive interactions with leadership, employees, and members. Knowledge, Skills, and Abilities: + Bachelor's degree in Computer Science, Information Technology, or a related field. + Minimum of 5 years of experience in IT operations management, specifically with multi-tiered support models. + Proven experience managing IT teams, including vendor management experience. + Experience running a team that supports a MacOS, Windows, SCCM, Intune, and Okta environment. + Experience with IT service management (ITSM) frameworks, such as ITIL. + Knowledge of IT security best practices and compliance requirements. + Knowledge of Active Directory, Office 365, Group Policy, Intune, SCCM **Why Join Bio-Techne:** **We offer competitive insurance benefits starting on day one: medical, dental, vision, life, short-term disability, long-term disability, pet, and legal and ID shield.** **We invest in our employees’ financial futures through 401k plans, an employee stock purchase plan (ESPP), Health Saving Account (HSA), Flexible Spending Account (FSA), and Dependent Care FSA.** **We empower our employees develop their careers through mentorship, promotional opportunities, training and development, tuition reimbursement, internship programs, and more.** **We offer employee resource groups, volunteer paid time off, employee events, and charity drives to build a culture of caring and belonging.** **We offer an accrued leave policy with paid holidays, paid time off, and paid parental leave.** **We foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table.** **Bio-Techne is an E-Verify Employer in the United States.** **All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.** **To protect the interests of all, Bio-Techne will not accept unsolicited resumes from any source other than a candidate application. Any unsolicited resumes sent to Bio-Techne will be considered Bio-Techne property.** Bio-Techne empowers researchers in Life Science and Clinical Diagnostics by providing high-quality reagents, instruments, custom manufacturing, and testing services. Our family of brands creates a unique portfolio of products and services. Science is our passion; it drives us to collaborate, develop, and manufacture award-winning tools that help researchers achieve reproducible and consistent results.