Nova Biomedical: One Global Brand. One Vision. Together under one name.
Advanced Instruments and Nova Biomedical are now united under one brand, Nova Biomedical, marking a major milestone in our journey to deliver greater value to our customers. By combining our strengths, we're accelerating innovation, supporting critical workflows, and delivering world-class service across the biopharmaceutical and clinical markets.
Job Summary:
The Senior Manager, End User Experience & Service Operations leads Nova Biomedical’s global employee technology experience, including service desk and end-user support, employee onboarding and lifecycle services, device lifecycle coordination, knowledge management, service providers, and service automation. This hands-on leadership role is responsible for delivering reliable day-to-day support while improving service quality, scalability, and employee experience through standardization, self-service, automation, analytics, and continuous improvement.
Responsibilities:
- Lead global service desk, end-user support, and employee technology services to provide a consistent, responsive, and measurable employee experience.
- Oversee technology onboarding, employee transfers, and offboarding in partnership with Human Resources and other business functions.
- Manage endpoint and device lifecycle services, including procurement coordination, configuration, deployment, replacement, and retirement.
- Develop knowledge management, self-service, and support practices that improve service consistency and reduce recurring support needs.
- Establish and monitor service standards, operational metrics, escalation processes, and continuous improvement initiatives.
- Manage outsourced service providers and vendors to maintain service quality, performance, and accountability.
- Identify and implement opportunities for workflow automation, intelligent support, and improved service delivery.
- Partner with infrastructure, cybersecurity, applications, Human Resources, procurement, and business teams to continuously improve employee technology services and perform other duties as assigned.
Experience Requirements:
- Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business, or a related discipline, or an equivalent combination of education and professional experience.
- Relevant IT service management, technology, or leadership certifications are preferred.
- 5–8 years of related experience in end-user support, service desk operations, employee technology experience, IT operations, or IT service management.
- Experience leading teams and managing operational service-delivery performance.
- Experience managing outsourced support providers, vendors, or service partners.
- Experience supporting employee onboarding, device lifecycle, digital workplace, or end-user technology services.
- Experience with workflow automation, self-service, service reporting, or operational analytics preferred.
- Experience within a global, manufacturing, healthcare technology, life sciences, or regulated organization preferred.
- Strong knowledge of incident, request, escalation, knowledge, and IT service management practices.
- Demonstrated ability to lead teams and improve operational and service-delivery performance.
- Experience managing external service providers, vendors, or managed service partners.
- Knowledge of IT service management platforms, endpoint management, workflow automation, and knowledge management.
- Strong analytical and problem-solving skills with the ability to use service metrics and trends to drive improvement.
- Strong written and verbal communication skills with the ability to engage technical, business, and executive stakeholders.
- Ability to collaborate effectively across Human Resources, procurement, infrastructure, cybersecurity, applications, and business functions.
- Customer-focused approach with demonstrated ownership, accountability, and commitment to continuous improvement.
Physical Requirements and Working Conditions:
- Comfort with working at a computer for extended periods.
- Capacity to lift and carry up to [25–50] pounds as required
- Able to communicate effectively via phone, video, and written communication.
- Occasional need to move about the office to access meetings or resources.
Why Work for Nova Biomedical
- Flexible Medical, Dental, & Vision Coverage
- Competitive 401k company match
- Bonus Program, Generous PTO and paid holidays
- Generous Tuition reimbursement
- Hybrid and flexible work arrangements
- Professional development, engagement and events
- Company marketplace for lunch and snacks in our Norwood, MA, Billerica, MA and Westbrook, ME offices
- Company subsidized cafeteria in our Waltham, MA office
Work Location: Hybrid in Waltham MA, (four days onsite, one day remote)
Targeted Salary Range: $180,000 to $220,000 annually
Nova Biomedical believes in transparency and integrity throughout all we do, including compensation. The provided salary range for this role represents the expected base salary or hourly rate for this opening. Actual compensation will be commensurate with the candidate’s experience and may vary based on individual factors such as location, skills, and education.
About the Company
At Nova Biomedical, we’re not just building instruments, we’re powering breakthroughs that improve lives. Our smart, science-driven solutions are trusted in over 100 countries to speed drug development and enhance patient care.
Our integration brings together more than 70 years of scientific excellence with Nova’s cutting-edge innovation, forming a powerhouse of precision, purpose, and possibility. With FDA-registered, ISO-certified manufacturing, more than 125 FDA approvals, and industry-trusted diagnostics, we’re setting new standards in quality and reliability. Nova Biomedical is proud to be a global leader in osmolality testing and biotechnology and in vitro diagnostic (IVD) instrumentation, dedicated to advancing patient care and scientific discovery with a legacy that continues to shape the future of life sciences.
With headquarters in Norwood and Waltham, Massachusetts, and a global team of nearly 2,000 employees, we’re building a collaborative, empowered culture grounded in shared values: Customer Centricity, Ingenuity, Ownership & Accountability, Collaboration, and Integrity.
Working at Nova Biomedical means joining a mission-driven organization where your contributions matter. Whether you're in engineering, science, manufacturing, or support, you’ll be part of a team that values innovation, invests in your growth, and is committed to making a real-world impact on global health.
Explore what’s next with us at novabiomedical.com
EEO Statement:
Nova Biomedical takes pride in being an equal opportunity employer committed to hiring a diverse and inclusive workforce. As a part of our commitment to a diverse and inclusive workforce, Nova Biomedical will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.
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https://www.novabiomedical.com/privacy-policy/