IT Manager, Helpdesk

The Position

The Maze Information Technology team are seeking an experienced IT Helpdesk Manager to lead and oversee Maze’s IT helpdesk operations.

In this role you’ll ensure our IT systems are secure, reliable, and scalable to support cutting-edge biotech research and development. You’ll join a small collaborative team where your expertise will have a direct impact on our mission to transform lives through genetic insights. This is a hands-on management role that requires at least three days a week on-site at our headquarters. We believe that in-person collaboration strengthens teamwork and helps us better support the critical work happening in our labs.

The Impact You’ll Have

As our IT Helpdesk Manager, you’ll be at the heart of Maze’s IT support operations, to keep our biotech research moving forward. Here’s how you’ll make an impact:

• Lead the end-to-end IT support function, including user support, vendor management, and issue resolution.
• Coach and mentor a small team of support staff and manage external service providers.
• Respond to escalated technical issues in person, by phone, or electronically.
• Manage user provisioning and deprovisioning using identity and access management systems.
• Troubleshoot and resolve complex hardware and software issues (2nd and 3rd line support).
• Promote IT and security best practices across the organization.
• Administer helpdesk systems, route tickets, and ensure timely documentation of support interactions.
• Maintain technical documentation, runbooks, and user training materials.
• Collaborate with IT colleagues on projects and testing initiatives.
  
  

As a Manager, we also expect our leaders to demonstrate the following Leadership Competencies:

• Communication and Influence
• Communicates clearly and directly with team and partners.
• Inspires team by conveying the value and impact of their work.
• Creates a safe environment for people to share their thoughts and speak up when they don’t agree.
• Teamwork and Collaboration
• Creates opportunities for team to get to know each other.
• Manages conflict effectively between individuals.
• Encourages individuality and authenticity.
• Execution and Results
• Prioritizes and allocates time and effort of team and team members to maximize impact.
• Addresses challenges in a timely manner and escalates to superiors as needed.
• Develop Others and Self
• Provides and seeks guidance for self-growth and team’s developmental needs.
• Through clear and specific performance goals, coaches direct-reports to do their best work.
• Proactively seeks and provides developmental feedback
  

What We’re Looking For

We’re looking for someone with a strong technical foundation, a proactive mindset, and the ability to collaborate across teams. Here’s what will set you up for success in this role:

• Experience and Education:
• At least 5 years of hands-on IT help-desk experience, preferably in a Healthcare/Pharma environment
• Relevant training or experience such as ITIL, PMP, or other IT certifications are a plus
• Familiarity with cloud and office software and platforms (e.g., Office 365 is beneficial)
• Technical expertise:
• Proficiency in Windows 10 and above, MacOS and LAMP
• Experience supporting A/V systems is a plus.
• Strong knowledge of IT security, PC imaging, hardware/software troubleshooting, and mobile device setup.
• Scripting experience (e.g., PowerShell) preferred.
• Experience supporting lab informatics or working in regulated environments is highly desirable
• Key Skills and Attributes:
• Strong problem-solving and project management skills.
• Clear, direct communication that builds trust across teams.
• Ability to analyze and resolve complex system issues.
• Excellent documentation and organizational skills.
• A collaborative, service-oriented mindset.
  

About Maze Therapeutics

Maze Therapeutics is a clinical-stage biopharmaceutical company harnessing the power of human genetics to develop novel, small molecule precision medicines for patients living with renal, cardiovascular and related metabolic diseases, including obesity. We are advancing a pipeline using our Compass platform, which allows us to identify and characterize genetic variants in disease and then link those variants to the biological pathways that drive disease in specific patient groups through a process we refer to as variant functionalization. Our Compass platform has been purpose-built to inform all phases of our drug discovery and development process through clinical trial design. We are currently advancing two wholly owned lead programs, MZE829 and MZE782, each of which represents a novel precision medicine-based approach for chronic kidney disease, or CKD. Our goal is to bring novel precision medicines to patients with common diseases, which is where we believe we can maximize our impact on human health.

Our People

Maze is comprised of a team of passionate and creative professionals committed to discovering and delivering transformative medicines to patients suffering from both rare and common genetic diseases. We are fostering a culture that encourages vision, initiative and the development of talent. Our supportive work environment inspires creative thinking and freedom of expression, resulting in a stimulating atmosphere where people enjoy coming to work. While we have a passion for advanced science and pride ourselves on excellence in execution, ultimately, everything we do is about patients.

Our Core Values

Further Together – Our path is paved with challenges, but with resilience and a team-first mentality, we’ll achieve our mission.

Impact Obsessed – We embrace the bold, take calculated risks, and learn from our mistakes to improve the lives of others.

Stand True – Our integrity is foundational; it guides us no matter the obstacle.

The expected annual salary range for employees located in the San Francisco Bay Area is $139,000 - $170,000. Additionally, this position is eligible for an annual performance bonus. Maze performs position-based compensation benchmarking to industry market data to ensure we pay competitive wages. Determination of starting salary will depend upon a variety of job-related factors, which may include professional experience, skills, and job location. The expected salary range for this role may be modified in the future.

Maze offers a robust benefits package to our eligible employees including competitive medical, dental, and vision insurance, mental health offerings, equity incentive plan, 401(k) program with employer match and a generous holiday and PTO policy.