Senior Manager, End User Service IT

Wave Life Sciences is a biotechnology company focused on unlocking the broad potential of RNA medicines to transform human health. Our RNA medicines platform, PRISM, combines multiple modalities, chemistry innovation and deep insights in human genetics to deliver scientific breakthroughs that treat both rare and prevalent disorders. Our toolkit of RNA-targeting modalities including RNAi silencing and RNA editing provides us with unmatched capabilities for designing and sustainably delivering candidates that optimally address disease biology. Our diversified pipeline is focused on our obesity, alpha-1 antitrypsin deficiency and PNPLA3 I148M liver disease programs and includes clinical programs for Duchenne muscular dystrophy and Huntington’s disease, as well as several preclinical programs utilizing our versatile RNA medicines platform.  Driven by the calling to “Reimagine Possible”, we are leading the charge toward a world in which human potential is no longer hindered by the burden of disease.

Description

The End User Services Senior Manager provides strategic leadership and enterprise accountability for End User Services at Wave Life Sciences. This role owns the full end user services portfolio across deskside services, helpdesk support, workplace technology, endpoint compliance, corporate application lifecycle coordination, vendor governance, service analytics, customer experience, and service maturity initiatives, while also defining the long-term direction of the function.

The Senior Manager is responsible for ensuring daily service operations remain stable, responsive, and well-governed across all Wave locations. This includes maintaining visibility into ticket flow, queue health, escalations, support quality, workplace technology readiness, endpoint risk, user experience, and provider performance. The role must be able to step directly into operational leadership when required, while also ensuring the service is structured, measured, and improved in a way that supports long-term scalability and resilience.

What differentiates this role is its broader enterprise scope. In addition to owning day-to-day service execution and governance, the Senior Manager defines the multi-year roadmap for End User Services, establishes enterprise standards for workplace technology and digital employee experience, anticipates future service and capacity needs, shapes service transformation priorities, and communicates service strategy, risks, and investment needs to leadership. The role also sponsors modernization efforts across automation, self-service, knowledge management, and responsible AI-enabled service capabilities to ensure End User Services evolves with the needs of the business.

Experience

• Bachelor’s degree or equivalent professional experience.
• 10 or more years of experience in End User Services, IT Operations, Service Leadership, or a related workplace technology support function.
• Demonstrated experience leading enterprise-scale service operations or complex end user computing environments.
• Strong experience with ITSM platforms, service analytics, operational reporting, and service governance.
• Experience managing managed service providers, vendors, contractual service expectations, and performance accountability.
• Strong experience overseeing endpoint environments, patching posture, support operations, and corporate application lifecycle coordination.
• Strong executive-level written and verbal communication skills.
• Demonstrated ability to lead service transformation, operational maturity initiatives, or workplace technology modernization efforts.
• Experience in regulated environments such as biotech, pharma, healthcare, or similarly governed industries is preferred.
• Familiarity with FreshService, Microsoft Intune, Microsoft 365, and modern workplace support tooling is preferred.
• Experience evaluating or implementing automation, self-service, or AI-enabled service management capabilities is preferred. 

Responsibilities

End User Services Operations and Daily Service Oversight

• Oversee the full operation of deskside and end user support services across all Wave locations.
• Ensure incidents and service requests are triaged, prioritized, assigned, escalated, and resolved in accordance with established service levels, workflows, and operational procedures.
• Maintain direct visibility into ticket queues, aging trends, backlogs, escalations, daily service risks, and overall support responsiveness.
• Act as the senior escalation point for high-impact, highly visible, or persistent issues affecting employee productivity, workplace technology, or service stability.
• Step into operational leadership when required to direct service recov