Senior Manager, IT Infrastructure & Operations

• F2G is in a transformational period where we are accelerating data, digital and technology to advance our mission and capabilities. We are seeking a hands-on IT Manager who will serve as the primary IT point of contact for the site, providing responsive support and taking ownership of issues through resolution.
• The role will focus on End-User IT Support, troubleshooting and resolving hardware (including laptops, smartphones, tablets, peripherals and conference room AV), software, network and connectivity issues; managing Entra ID identities, user provisioning and offboarding; and maintaining accurate Service Desk documentation.
• The role will own the end-user device lifecycle across computers and mobile devices, including procurement, Shipping and returns, inventory, provisioning, configuration, support, patching and retirement. This includes configuring and maintaining Microsoft Intune and Windows Autopilot for secure remote/zero-touch provisioning of Windows devices, as well as the MDM platform used to enrol, configure, secure and manage smartphones and tablets (including BYOD), ensuring all endpoints remain compliant with F2G policies.
• The role will help maintain a secure and compliant IT environment, including endpoint and mobile device security, identity and access controls, security policies, threat response and compliance requirements.
• Contributes to the continuous improvement of F2G’s technology stack by identifying opportunities to simplify, standardize, automate and modernize systems and processes; evaluating new technologies and capabilities; and recommending improvements that enhance scalability, user experience, security, resilience and operational efficiency.
• Will ensure continuous training and enablement through new-hire IT onboarding and maintaining a knowledge base of how-to guides and FAQs. Support should not only resolve immediate issues, but identify root causes, implement sustainable solutions, document them, and help prevent recurrence through user education and self-service support portal.
• Contributes across Tier 1/2/3 and VIP support, coordinating with internal teams, MSPs and technology vendors when escalation is required, while maintaining ownership through resolution.
• Participates in access control, documentation, auditability, security, privacy, backup and recovery, business continuity and disaster recovery, and CSV/CSA activities where relevant.
• Supports F2G’s transformational period by ensuring the IT environment is scalable, resilient and inspection-ready; strengthening business continuity, access controls, system documentation, change management and support processes; and partnering with Quality and business functions on CSV/CSA and regulated systems where applicable.
• This is a hands-on role requiring strong technical troubleshooting, ownership and continuous improvement, balancing rapid user support with proactive improvement of F2G’s technology environment and reliable, long-term solutions.

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related discipline, or equivalent relevant experience.
• Minimum 5 years of experience in IT support, systems administration, end-user computing, or a related role.
• Strong hands-on experience supporting a Windows and mobile environment, including laptops, smartphones, tablets, hardware troubleshooting, software configuration, network connectivity, peripherals, and conference room technology.
• Hands-on experience with Microsoft Intune and Windows Autopilot for Windows endpoint management, including remote/zero-touch provisioning, application deployment, configuration and compliance policies, patching, troubleshooting, and ongoing device lifecycle management.
• Experience with MDM platforms for smartphones and tablets, including device enrolment, configuration, security and compliance policies, application deployment, remote support, and device retirement/wipe.
• Experience with Microsoft 365, Entra ID, identity and access management, SSO/MFA, user provisioning and offboarding, endpoint protection, Azure, and related Microsoft technologies.
• Strong troubleshooting and root-cause analysis skills, with the ability to resolve issues quickly while implementing sustainable solutions that prevent recurrence.
• Experience documenting incidents and resolutions and building knowledgebase, how-to, and self-service content for users.
• Working knowledge of IT security, access control, data protection, endpoint security, and relevant compliance frameworks such as NIST, GDPR, HIPAA, SOX, and HITRUST.
• Strong communication and customer-service skills, with the ability to explain technical issues clearly to non-technical users and take ownership of issues through resolution.
• Highly organized, self-directed, and comfortable managing multiple priorities in a fast-moving environment, including occasional out-of-hours support when required.

Additional Responsibilities and Accountabilities:

• At least once a week on-site Princeton office