Lead the team that keeps discovery running.
Every experiment at VAI depends on technology that works - from the laptop at a scientist's bench to the workstation that runs a core facility instrument. Our IT Service Desk and Workstation Engineering teams deliver that foundation, providing first and second level support and end-user and laboratory computing services across the Institute.
We are seeking a Manager, IT Service Desk to provide functional leadership for both teams. Reporting to the Chief Information Officer, you will own the service strategy, the support model, the budget, and the people, and you will represent end-user and laboratory computing to IT leadership, research leadership, and stakeholders across the Institute. This role is central to VAI's IT transformation, as we move from reactive support to proactive enablement and measure our success by the outcomes we deliver for science and education.
This is a leadership role for someone who has run technical support in a research, clinical, or academic environment, understands that "the computer is down" can mean an experiment is at risk, and wants to shape how a growing institute supports its science.
What You'll Do
- Set the direction. Define the service strategy, service delivery model, and support tier structure for the IT Service Desk and Workstation Engineering, aligned with institutional and research priorities and the IT strategic roadmap.
- Lead and grow the team. Lead, develop, and manage IT Support Analysts at all levels and the Workstation Engineer, including hiring, performance management, compensation recommendations, and career development. Design staffing models, organizational structure, and career pathways within the IT job architecture, and plan succession for critical technical roles.
- Run the operating model. Own the operating model for an hourly (non-exempt) workforce, including coverage design, after-hours and on-call policy application, timekeeping and overtime governance, and compliance with wage and hour requirements.
- Own daily service delivery. Hold accountability for service desk operations and service level attainment, ensuring incidents affecting active experiments, instrument availability, and core facility operations are prioritized appropriately. Serve as management escalation for the function.
- Measure and report. Define service level agreements, key performance indicators, and experience metrics, and report service performance and trends to IT leadership and governance forums.
- Govern the standards. Set standards for end-user and laboratory computing, including endpoint configuration, lifecycle strategy, and the standard hardware and software catalog, in partnership with Cybersecurity and the Institute's strategic hardware partner.
- Support the science safely. Own the policy and governance framework for scientific instrument computing, including the risk-based exception model developed with Cybersecurity for vendor-controlled and legacy systems.
- Connect the tiers. Establish and govern the escalation and handoff model between the service desk and third-level support groups: High Performance Computing, Infrastructure, Enterprise Applications, and Cybersecurity.
- Mature the practice. Drive IT service management maturity, including ITIL practice adoption, process design, automation, self-service, knowledge management, and problem management across incidents and endpoint performance.
- Protect the data. Ensure service desk and endpoint practices comply with data handling requirements for regulated research and institutional data, including protected health information, controlled-access research data, and sponsor data management obligations.
- Manage the business of the function. Own budget, forecasting, and cost optimization, including procurement strategy for end-user and laboratory computing, and manage vendor and partner relationships, including the Institute's strategic hardware partner and support and maintenance contracts.
- Build capability and resilience. Sponsor end-user training and technology adoption programs, ensure ongoing staff development on tools, platforms, and practices, and own business continuity and endpoint recovery planning for the function.
What We're Looking For
You are an experienced technical support leader with the operational discipline to run a service desk well and the credibility to represent the function to scientific and executive leadership.
Required
- Bachelor's degree in Computer Science, Information Systems, Business, or a related field, or an equivalent combination of education and experience
- 8-10+ years of IT experience, including service desk and endpoint support
- Experience leading technical support in laboratory, research, clinical, or academic medical environments, including governance of scientific instrument computing and security exception practices
- Experience managing a functional budget and a non-exempt (hourly) workforce
- Working knowledge of Windows, macOS, and Linux in production environment
- Experience with endpoint management tools such as Intune, Jamf, and Tanium
- Demonstrated experience implementing ITIL practices and driving measurable service improvement
- Excellent leadership, communication, and stakeholder management skills, with the ability to represent the function credibly to scientific and executive leadership
- Ability to handle confidential and regulated information with discretion
Preferred
- 5+ years of supervisory or team management experience
We welcome candidates with equivalent experience or a combination of skills that meet the needs of this role, even if you don't meet every qualification listed.
Why You'll Love It Here
- Mission with impact. Your team's work directly supports biomedical research and science education that improves health and enhances lives.
- A real seat at the table. You report to the CIO, own the strategy for your function, and help shape an IT organization in the middle of a multi-year transformation.
- Interesting problems. Laboratory and instrument computing, regulated research data, and a growing research campus mean the work is never routine.
- A culture of growth. We invest in career development, encourage collaboration across disciplines, and treat change as an opportunity.
Compensation and Benefits
All full-time employees of Van Andel Institute are eligible for benefits, effective Day One! This is a salaried, exempt position; compensation will be based on your experience and skills. Learn more about our offerings here: .
How to Apply
If you possess these attributes and enjoy working with motivated and driven people, we welcome speaking with you and encourage you to apply today!
Complete the online application, submitting a single combined PDF document with the following:
- Cover letter outlining your experience, career goals, and why you are interested in this position and Van Andel Institute
- Names and contact information of three professional references
If you have questions about the application process or working at VAI, you are welcome to email Natalie Hartford, Senior Talent Acquisition Specialist, at [redacted].
Note: To ensure your application is official and eligible for review, please submit it through our online system. Emailed applications are not considered official.
About Grand Rapids, MI
Van Andel Institute is in downtown in the center of the Medical Mile. A remarkable combination of a cosmopolitan atmosphere and small-town warmth, Grand Rapids is known for its philanthropic and sustainability-driven community. It’s fun affordable and family-friendly.
Located on the banks of the Grand River, offers all the big-city excitement you'd expect from a million-resident metropolis, featuring hundreds of restaurants and nightspots, theaters, museums, sports and concerts. The safe and clean downtown is surrounded by an eclectic mix of walkable neighborhoods and natural areas. The downtown area is safe and clean with an eclectic mix of walkable neighborhoods and natural areas.
