---
title: 'Manager, End User Services & Lab Support at Genetix Biotherapeutics'
canonical: 'https://feeny.ai/job/manager-end-user-services-lab-support-genetix-biotherapeutics-somerville-q2ah951d4k1c'
type: 'job'
last_seen: '2026-09-07'
---

# Manager, End User Services & Lab Support at Genetix Biotherapeutics

- **Company:** Genetix Biotherapeutics
- **Location:** Somerville, MA
- **Compensation:** $135k–$165k
- **Posted:** 2026-08-26
- **Last confirmed live:** 2026-09-07
- **Apply:** https://job-boards.greenhouse.io/genetixbiotherapeutics/jobs/8159393

## Job description

## About Genetix Biotherapeutics

At Genetix Biotherapeutics every role has meaning, every team member is respected, and every day is a chance to make a difference. When you join Genetix, you're not just landing a new role, you become part of a company that's pursuing curative gene therapies to give patients and their families more days. We are doers, thinkers and collaborators who embrace and live by our values:

Our innovation is rooted in the diversity of our teams and results are achieved through cooperation and the integration of multiple viewpoints. This is personal and we approach every challenge with radical care.

This is a full-time position (5 days a week) at our lab facility and HQ located at Assembly Row, Somerville, MA.

## SUMMARY

The Manager, End User Services & Lab Support will own the end-to-end experience that keeps Genetix employees and laboratories productive — from front-line break/fix support and service ticket management to the day-to-day administration of the core platforms our workforce relies on. This role is both a hands-on service leader and a platform owner, responsible for the quality, responsiveness, and continuous improvement of IT support across our Somerville – Assembly Row and Hatch Bio sites.

This role will serve as the primary owner of end user services, setting the standard for how support is delivered, how tickets are triaged and resolved against service levels, and how employees are onboarded and offboarded. Because a significant portion of our user base works at the bench, the Manager will also be responsible for supporting laboratory computing and instrumentation — making direct lab experience essential to success in this role.

The ideal candidate is an experienced end user services or IT service desk leader who is equally comfortable resolving a break/fix ticket, administering key platforms such as Microsoft 365 and DocuSign, and building the processes and metrics that raise the bar on service delivery — all within a fast-paced, regulated biotech environment.

## RESPONSIBILITIES

End User Services & Support Delivery

- Own and manage the end user services function, ensuring timely, high-quality break/fix and support for hardware, software, and connectivity issues across the organization.
- Administer and continuously improve the end user ticketing/ITSM system, including intake, triage, prioritization, escalation, and resolution against defined service levels (SLAs).
- Track and report on support metrics (ticket volume, response and resolution times, backlog, satisfaction) and use them to drive service improvements.
- Develop and maintain support documentation, knowledge base articles, and standard operating procedures to enable consistent, repeatable service.
- Serve as the escalation point for complex or high-impact end user issues, and coordinate with infrastructure, security, and vendor teams as needed.

Platform Administration & Ownership

- Own administration of key end user platforms, including Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive) and DocuSign — managing accounts, licensing, configuration, and access.
- Administer identity and access as part of platform ownership, including group membership, permissions, and application access.
- Manage endpoint provisioning, configuration, and lifecycle for both office and lab devices, in coordination with device management (e.g., Microsoft Intune) and security policies.
- Partner with security and infrastructure teams to ensure platforms are configured to meet compliance, data protection, and audit requirements.

User Onboarding & Offboarding

- Own the IT onboarding and offboarding process, ensuring new hires are provisioned with the right accounts, devices, application access, and platform permissions on day one.
- Ensure timely and complete offboarding, including account deactivation, access removal, and asset recovery, in partnership with HR and Security.
- Streamline and standardize onboarding/offboarding workflows to reduce manual coordination and improve the employee experience — including for lab staff across multiple systems and sites.

Lab Support & Systems

- Provide hands-on IT support at the bench, supporting lab workstations, endpoints, and connected instrumentation.
- Support lab endpoint security and management, including disk encryption (BitLocker), patching, device management (Intune), and secure/unattended screen lock policies.
- Support lab data protection and instrument data workflows, including backup coverage and automated instrument data export where applicable.
- Partner with lab teams and vendors on connectivity, lab applications (e.g., ELN/LIMS), and site network needs to keep scientific workflows running.

## Team & Business Partnership

- Set the standard for customer service across the IT support team, providing coaching, guidance, and mentorship as the function grows.
- Incorporate AI tools such as Claude into daily routines and service management strategy — using them to accelerate ticket resolution, draft communications and knowledge articles, automate routine tasks, and improve overall support efficiency — and champion responsible AI adoption across the support function.
- Draft and deliver clear communications to employees and lab teams ahead of rollouts and changes to minimize disruption and support volume.
- Build strong cross-functional relationships across IT, HR, lab operations, and business teams to align service delivery with organizational needs.

## QUALIFICATIONS

Required

- Bachelor's degree in Information Technology, Computer Science, a related field, or equivalent practical experience.
- 5+ years of experience in end user services, IT service desk, or desktop support, including 2+ years in a lead or management capacity.
- Proven hands-on experience executing break/fix and end user support for hardware, software, and connectivity issues.
- Experience owning and administering an end user ticketing/ITSM platform, including SLA management and support reporting.
- Hands-on administration experience with Microsoft 365 and DocuSign.
- Demonstrated ownership of user onboarding and offboarding, including account provisioning, access management, and asset lifecycle.
- Direct laboratory IT experience is required — supporting lab endpoints, instrumentation, and scientific users in a lab environment.
- Working awareness and hands-on understanding of AI tools such as Claude (or similar), with a demonstrated ability to apply them to daily routines and service management strategy.
- Excellent communication and customer-service skills, with the ability to work directly and patiently with both office and scientific staff.
- Strong organizational and process-improvement skills, with the ability to balance hands-on work and service management.

## Preferred

- Broader platform/SaaS administration experience beyond Microsoft 365 and DocuSign.
- Experience with endpoint management and security tooling (e.g., Microsoft Intune, BitLocker, patching).
- Experience in a biotech, pharmaceutical, or other regulated (GxP) environment.

Additional Information

The pay transparency range provided below is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. This role is eligible for an annual bonus and long-term incentive. Actual base salary pay will be based on several factors, including but not limited to experience, skills, relevant education/qualifications, external market, internal equity, and other job-related factors permitted by law.

Genetix’s total rewards package also provides employees with a comprehensive and competitive benefits suite to support a variety of employee needs. These benefits include comprehensive health, life and disability insurance, employer-matched 401(k) plan, lifestyle spending account, flexible time-off + paid holidays and winter holiday period, tuition reimbursement & loan repayment assistance, paid parental leave, paid onsite parking, commuter subsidy, and much more.

Pay Transparency $135,000—$165,000 USD

Genetix is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment.  All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other applicable legally protected characteristics.

## About Genetix Biotherapeutics

## Company Overview
- **One-liner**: Genetix Biotherapeutics (formerly bluebird bio) is a commercial-stage biotechnology company dedicated to developing and delivering one-time, curative genetic therapies for patients with severe rare genetic diseases.
- **Entity Type**: Private (taken private in June 2025 after a sale to new ownership)
- **Headquarters**: Somerville, Massachusetts, USA (with a presence in the Netherlands)
- **Founded**: 1992 (founded as Genetix Pharmaceuticals; rebranded to bluebird bio in 2010; rebranded back to Genetix Biotherapeutics in September 2025)
- **Founders**: Not publicly disclosed; the company was originally founded as Genetix Pharmaceuticals in 1992.

## Core Business
- **Primary Industries**: Biotechnology, Gene Therapy, Rare Disease Therapeutics
- **Target Customers**: B2B (healthcare providers, qualified treatment centers, payers/insurers) and B2C (patients with sickle cell disease, β-thalassemia, and cerebral adrenoleukodystrophy)
- **Mission**: "To transform lives through curative therapies for patients with rare, genetic diseases."

## Products & Services
- **LYFGENIA™ (lovotibeglogene autotemcel / lovo-cel)**: An FDA-approved, one-time gene therapy for patients 12 years and older with sickle cell disease. It works by adding functional copies of a modified β-globin gene into the patient's own blood stem cells.
- **ZYNTEGLO™ (betibeglogene autotemcel)**: An FDA-approved, one-time gene therapy for patients with β-thalassemia who require regular blood transfusions. It adds functional copies of a modified β-globin gene into the patient's own blood stem cells.
- **SKYSONA™ (elivaldogene autotemcel)**: An FDA-approved, one-time gene therapy for boys with cerebral adrenoleukodystrophy (CALD), a rare, progressive genetic brain disease. It adds a functional copy of the ABCD1 gene into the patient's own blood stem cells.
- **Patient Support Program**: Personalized assistance for patients and families navigating the treatment journey, including insurance questions, treatment center coordination, and one-on-one support.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (privately held after take-private transaction in June 2025)
- **Key Metrics**:
  - **Annual Revenue**: Not publicly disclosed (but the company reported strong revenue growth in 2025 and achieved its **first ever profitable quarter** in that year)
  - **Total Funding**: Not publicly disclosed (new investors provided "significant capital" to support operational objectives following the take-private transaction)
- **Notable Investors/Partners**: New ownership group (undisclosed); manufacturing partners include **Minaris**, **Lonza**, and **MilliporeSigma** (the U.S. and Canada business of Merck KGaA, Darmstadt, Germany)
- **Growth Signals**:
  - **2025 commercial performance**: >100 patients treated in the U.S.; >150 patients completed their first cell collection cycle; 70 active Qualified Treatment Centers (QTCs) — the largest network for hemoglobinopathy gene therapies nationwide
  - **2026 outlook**: Doubling manufacturing capacity by mid-2026; targeting first full year of profitability; expanding LYFGENIA label to pediatric patients <12 years of age; advancing cryopreserved apheresis to improve the treatment experience

## Competitive Advantages
- **First-mover & market leader**: The only company with FDA approval for three gene therapies, and the market leader in the U.S. for hemoglobinopathy gene therapies
- **Proven commercial model**: >100 patients treated in a single year demonstrates real-world commercial execution and manufacturing scale
- **Decades of scientific innovation**: Over 30 years of R&D in genetic therapy, with extensive clinical data from hundreds of treated patients (including 15-year long-term follow-up studies)
- **Strong access**: LYFGENIA and ZYNTEGLO have meaningful access for >90% of eligible patients with commercial or Medicaid coverage
- **One-time curative approach**: Therapies are designed to treat the underlying cause of disease, offering durable, potentially life-long benefits from a single administration

## Strategic Focus
- **Commercial execution & patient access**: Expanding the Qualified Treatment Center network and making the treatment journey simpler for patients and providers
- **Manufacturing scale-up**: Doubling manufacturing capacity in 2026 through partnerships with CDMOs to meet growing patient demand
- **Process optimization**: Implementing cryopreserved apheresis to improve the patient and provider experience
- **Label expansion**: Advancing the HGB-210 Phase 3 study to bring LYFGENIA to pediatric sickle cell patients under 12 years of age
- **Full-year profitability**: Targeting the company's first full year of profitability in 2026

## Why Work Here
- **Mission-driven culture**: "United by purpose" — the company is laser-focused on transforming the lives of patients with rare, genetic diseases through curative therapies
- **Strong momentum**: Recently achieved first-ever profitable quarter, with rapid commercial growth and a clear plan for expansion in 2026
- **Remote/hybrid policy**: Roles are listed as both on-site (Somerville, MA) and remote (e.g., Account Manager, Gene Therapy) — flexible arrangements appear available depending on the role
- **Active hiring**: 23 job postings as of the search date, spanning Commercial, Quality Assurance, Technical Operations, Medical, and Regulatory functions
- **Experienced leadership**: Led by CEO David Meek (ex-Mirati Therapeutics, Ipsen) with a seasoned executive team of industry veterans, signaling strong strategic direction
- **Notable perks/culture**: High-impact work at the intersection of cutting-edge science and commercial execution; opportunity to join a company in the middle of a dramatic turnaround and growth phase; patient-centric focus with a dedicated support program

## Sources
1. [genetixbiotx.com - Company website](https://www.genetixbiotx.com/)
2. [job-boards.greenhouse.io - Careers page](http://job-boards.greenhouse.io/genetixbiotherapeutics)
3. [linkedin.com - LinkedIn company page](https://www.linkedin.com/company/genetix-biotherapeutics)
4. [genetixbiotx.com - Press release: Rebrand from bluebird bio](https://www.genetixbiotx.com/press-release-2025-09-18.html)
5. [genetixbiotx.com - Press release: 2025 commercial results & 2026 priorities](https://www.genetixbiotx.com/press-release-2026-03-02.html)

## Other roles at Genetix Biotherapeutics

- [Sr. Manager - IT Commercial and Medical Systems](https://feeny.ai/job/sr-manager-it-commercial-and-medical-systems-genetix-biotherapeutics-somerville-drs30kf4perv) — Somerville, MA
- [Sr. Director, Regulatory Strategy](https://feeny.ai/job/sr-director-regulatory-strategy-genetix-biotherapeutics-somerville-fpj4qjceza7s) — Somerville, MA
- [Director, Regulatory Advertising and Promotion](https://feeny.ai/job/director-regulatory-advertising-and-promotion-genetix-biotherapeutics-somerville-4ykm3383hgsq) — Somerville, MA
- [Regional Medical Director, Gene Therapy](https://feeny.ai/job/regional-medical-director-gene-therapy-genetix-biotherapeutics-remote-wz9vc7s3xy0n)
- [Paralegal and Legal & Compliance Operations Manager](https://feeny.ai/job/paralegal-and-legal-compliance-operations-manager-genetix-biotherapeutics-m768zfn33tct) — Somerville, MA
- [Associate Manager, Quality Assurance Operations](https://feeny.ai/job/associate-manager-quality-assurance-operations-genetix-biotherapeutics-8m008cez8h16) — Somerville, MA
- [Sr. Manager, Quality Assurance for Quality Control](https://feeny.ai/job/sr-manager-quality-assurance-for-quality-control-genetix-biotherapeutics-j6a4xrp93mf0) — Somerville, MA
- [Director, Value Communications](https://feeny.ai/job/director-value-communications-genetix-biotherapeutics-somerville-yxp6wwwsrt3f) — Somerville, MA
- [Account Manager, Gene Therapy - Pacific Northwest](https://feeny.ai/job/account-manager-gene-therapy-pacific-northwest-genetix-biotherapeutics-seattle-cdgars1xqtra) — Seattle, WA
- [Director of Scientific Communications & Evidence Generation](https://feeny.ai/job/director-of-scientific-communications-evidence-generation-genetix-ddek20fjzkgt) — Somerville, MA