Manager, IT Infrastructure & Operations

Amylyx has an audacious mission to usher in a new era for treating diseases with high unmet needs. Where others see challenges, we see opportunities that we pursue with urgency, rigorous science, and unwavering commitment to the communities we serve. We are a clinical-stage company currently focused on post-bariatric hypoglycemia (PBH), Wolfram syndrome, and amyotrophic lateral sclerosis (ALS). Our mission is powered by our people. Our core values – be audacious, be curious, be authentic, be engaged, and be accountable – creating a culture of caring. Amylyx has assembled an experienced team ready to take action because the communities we serve have no time to wait. If you share our passion and are determined to tackle some of medicine’s toughest problems, we encourage you to read the opportunity below and apply. The Opportunity Amylyx is seeking an experienced IT professional to support our growing organization. This role requires strong technical expertise, a customer-focused mindset, and the ability to serve as the primary point of contact for IT escalations and resolutions. As a key representative of the IT team, this individual will provide responsive, high-quality support to employees across the organization. Responsibilities Provide responsive IT support to all users and resolve escalated issues. Deliver first- and second-level support through in-person, phone, and remote channels; document issues, resolutions, and service requests in the Service Management system. Serve as the escalation point for external support partners on technical issues. Coordinate scheduled and ad hoc software, system, and infrastructure deployments during business and non-standard hours. Manage and optimize core ITIL service operations, including incident, event, request, problem, and access management. Partner with Amylyx departments to deliver a consistent, high-quality user experience. Support desktop imaging, applications, system administration, configuration, and supplier management, including hosted solutions. Train employees and contractors on IT policies, procedures, and support practices. Develop and maintain clear documentation for IT operational processes. Configure, validate, and implement IT systems and services. Administer SharePoint Online sites, permissions, libraries, governance standards, and user support to enable secure and effective collaboration. Serve as the primary onsite, in-office IT support resource for local technology needs, including conference room systems and equipment. Required Qualifications Bachelor's degree with 5+ years of experience, or 8+ years of experience in customer-facing technical support or a similar role. 3+ years of experience in a pharmaceutical, biotech, or clinical research environment supporting clinical trials. Demonstrated knowledge of Azure/Entra ID and Office 365. Experience managing cloud infrastructure for a distributed workforce. Knowledge of office and laboratory applications, hardware, and equipment. Strong technical background supporting Windows, macOS, iOS, iPadOS, and cloud applications. Experience supporting telephony and mobile technologies, including Android and iOS. Exceptional organizational skills with the ability to manage multiple priorities and maintain strong attention to detail. Collaborative team player with strong communication and problem-solving skills. Highly motivated and adaptable, with strong interpersonal and leadership skills. Willing and able to provide global on-call support for employees. Ability to work onsite in Cambridge, MA Work Location and Conditions You will be expected to be onsite at our corporate location in Cambridge, MA three times per week. When working remote, you must have access to work in setting which enables meeting all requirements of the role (including privacy, reliable internet access, phone, ability to video conference, etc.). Compensation The pay range posted below represents our good faith estimate of compensation for this role, bas…