Overview The Manager, R&D IT Systems is a specialized, hands-on technical role that is the first point of contact responsible for maintaining and supporting the technology infrastructure that enables cutting-edge research in our offices and research laboratories. This role requires a strong understanding of IT systems, laboratory technologies, and scientific software along with usual business and communication software. You will work closely with scientists, lab personnel, and a broader IT team at Qpex's parent company, Shionogi Inc., to ensure that all technology, hardware, software, and data systems are functioning optimally to support research and innovation. This individual must have experience with IT problem diagnosis and client relationship management and will be the main liaison between Qpex IT and Shionogi IT to ensure that issues are escalated as appropriate and daily helpdesk responsibilities are being met as expected. This individual must work effectively in a team environment - sharing responsibilities and knowledge with the IT teams with the proven ability to work well in a fast-paced environment.This role will report into R&D IT Systems at Shionogi Inc. and will be responsible for following Shionogi Inc.'s policies and SOPs. Detailed Description Primary Duties and ResponsibilitiesLab-Specific IT Support:
Provide technical support for scientific software and lab equipment, such as data acquisition systems, and instruments.
Collaborate with scientists to ensure smooth integration of laboratory equipment with IT infrastructure.
Troubleshoot any IT issues that arise within laboratory settings, including instrumentation interfaces, data connectivity, and application support.
System Administration:
Manage and maintain workstations and cloud services used in the office and laboratory environments.
Install, configure, and troubleshoot hardware and software across workstations and lab-specific devices.
Ensure company data security, backup, and recovery protocols are properly implemented.
Office and Remote Employee Support:
Resolve computer, mobile device, and peripheral device related problems in supported areas as well as supporting new software platforms, evaluations, and escalations and ad hoc projects as required.
The day-to-day workload involves maintenance, upgrades, updates, coordination, and escalation of tickets to IT team members of the parent company, Shionogi Inc. when applicable.
Provide back up support to Shionogi IT Helpdesk
Other Activities
Act as main Qpex IT technician lead and first point of contact responsible for providing and coordinating helpdesk support, project support, and training support to all Qpex end users including hardware maintenance, software and network maintenance.
Evaluate, troubleshoot and resolve user inquiries promptly.
Maintain and resolve computer, mobile device, and peripheral device related problems
Maintain computer systems and act as support during system failures
Maintain Qpex Help Desk ticket records and make sure the root cause and resolution are documented
Clarify problems and determine if additional expertise is required before further escalating ticket
Provide hardware and software evaluations as needed
Set up and maintain SharePoint and server sites for communication and storage of company information
Complete hardware and software builds, installs, changes, and configurations
Work alongside Shionogi IT staff to provide maintenance and repairs, moves and equipment exchanges
Troubleshoot and support software and equipment as well as collaboration tools like Teams, Webex, Zoom, etc.
Complete IT system check-in and check-out processes for new or existing Qpex personnel and consultants
Assist with onboarding of new users
Assist with the logistics process of asset inventory counts of all equipment, software, and license users in an organized manner
Create technical knowledge-based articles with solutions for internal support and user guides and maintain the documents up to date within SharePoint as required
Train new employees on desktop related technologies
Follow SOPs, Wis of Qpex and parent company, Shionogi Inc as well as the direction of Senior Manager, IT Helpdesk at Shionogi Inc.
Other duties and project as assigned
Knowledge Skills & Abilities Required:
Bachelor's degree or equivalent work experience
Minimum of five years, technical work experience in IT support of a research organization or company engaged in pharmaceutical R&D involving user support and interfacing of laboratory equipment and database systems.
Experience working in a regulated industry
Experience in installation, set-up, and troubleshooting of laptops, printers, mobile devices and other technical equipment as needed
Experience in most current Windows platform and Microsoft online and client tools ins and outs
Advanced level of proficiency with Microsoft Office applications usage and troubleshooting
Microsoft MCP (MS Certifications) preferred, but not required
Experience operating Windows Server and maintenance of items in Active Directory
Experienced in supporting and troubleshooting collaboration tools such as WebEx, Teams, Zoom usage and support
Hands-on experience with Adobe Acrobat usage and troubleshooting
Knowledge to support SharePoint Online site owners and members
Understanding of remote computing technologies including VPN, Terminal server and broadband
Experience with VPN Client usage and troubleshooting
Experience with mobile device platforms usage and troubleshoot (iOS, Android, others)
Working knowledge with helpdesk ticketing systems
Experience with technical training creation and facilitation
Flexible schedule to accommodate project deadlines when needed. This may require after hours and weekend support at times
Must live a commutable distance to corporate San Diego, CA office and work onsite 5 days/week
Essential Physical Requirements
Ability to articulate clearly and conduct verbal presentations with large and small audiences.
Ability to travel via automobile and/or airplane.
Ability to view video display terminal images
Ability to operate a computer keyboard and telephone.
Ability to sit for extended periods of time - up to four (4) hours at a time.
Ability to lift, tug, pull up to fifteen (15) pounds.
The base salary range for this full-time position is $120,000 - $140,000 annually. This salary range is an estimate and may vary based on the Company's compensation practices. EEO Qpex Biopharma is an equal opportunity/affirmative action employer.All qualified applicants will receive equal consideration for employment opportunities based on valid job requirements without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, marital status, national origin, age, ancestry, citizenship, disability, genetic information, status as a disabled veteran, a recently separated veteran, Active Duty Wartime or Campaign Badge Veterans, and Armed Forces Service Medal Veterans, or any other characteristic protected by applicable law.It is the policy of Qpex Biopharma to undertake affirmative action in compliance with all federal, state, and local requirements to recruit a diverse pool of applicants and to ensure that our employment practices are, in fact, non-discriminatory.
