• Oversee the day-to-day workflow of the Application Help Desk team. • Serve as the escalation point for the Application Help Desk Specialists and end users seeking complex application support. • Escalate issues to the Training and Application Support Manager according to support processes. • Oversee the ticket queues and ensure support requests are all addressed timely and efficiently. • Identify training opportunities through help desk activity and assist with the creation of training materials (reference guides, coaching, etc.). • Complete quality control audits on helpdesk tickets to ensure company standards are met. • Assist IT Help Desk with employee on-boarding, off-boarding, and general support tickets. • Assist with the identification and development of process improvements within the Application Help Desk. • Report and manage support issues with Ellie Mae. • Other duties as assigned.

• Implement and configure Clinical IT solutions in customer laboratories • Ensure project accuracy and timelines • Manage project documentation and reporting • Build relationships with customers for satisfaction • Act as a trusted consultant for Clinical IT solutions

• Lead the execution and reporting of risk-based internal audits • Manage development, coordination, and administration of the internal audit department • Provide expertise to operations regarding controls and process improvement

• Provide Tier 1 and Tier 2 IT support for in-office and remote employees across all systems and applications. • Manage onboarding, provisioning, and offboarding processes, ensuring timely access setup and termination in accordance with internal SLAs. • Administer and maintain Windows and Mac devices, ensuring security compliance and patch management. • Manage and deploy RMM / IT Asset Management (ITAM) platforms. • Implement and manage Endpoint Detection & Response (EDR) and Security Information & Event Management (SIEM) systems. • Transition IT operations from an outsourced MSP model to internally managed platforms. • Configure dashboards, policies, and monitoring tools aligned with company security and compliance requirements. • Administer cloud applications including Google Workspace, Microsoft 365, Atlassian (Jira/Confluence), Slack, Monday.com, and other SaaS tools. • Manage user access controls, permissions, and integrations across cloud systems. • Maintain and support networking equipment and configurations, including VPN, firewall, and NAT (Cisco preferred). • Support system integrations and build automations between cloud applications where applicable. • Document IT processes, systems configurations, and internal best practices.