Associate Director / Director, Technology Services

Position Purpose

Stoke is seeking a hands-on Associate Director / Director, Technology Services to lead day-to-day IT operations: help desk, end-user computing, desktop and field support, infrastructure and networking, collaboration and audio/visual technology, laboratory IT infrastructure, and the technology for Stoke’s new Waltham headquarters. This leader will lead IT’s part in the company’s move to Waltham in December 2026 / January 2027 (the start date is intended to coincide with the move), and build a support model that scales with a growing field organization. Technology Services exists to keep every Stoke function running; its success is measured by the experience of the people it supports. The role leads the Technology Services pillar of IT, is a member of the IT leadership team, and reports to the SVP & Chief Information Officer.

Key Responsibilities

• Lead and develop the Technology Services team (help desk manager, systems administration, help desk staff and contractors), setting service standards, SLAs and the on-site support model.
• Own infrastructure and end-user technology: network and Wi-Fi, identity and endpoint management, Microsoft 365 and collaboration tools, conference rooms and AV, printing, mobile devices, cloud infrastructure, and backup and disaster recovery.
• Deliver IT for the Waltham move in partnership with Facilities & Engineering: network, Wi-Fi and AV build, access control and building systems integration, cutover planning, day-one support and decommissioning of the Bedford site.
• Own laboratory IT infrastructure: instrument connectivity, lab network segmentation and lab endpoint support, in coordination with Facilities and the Scientific Applications lead (who owns research applications).
• Deliver field force readiness ahead of launch for Sales & Marketing and Field Medical: device provisioning and mobile device management (Intune/Autopilot), remote onboarding, field support hours and self-service, scaled to the 2027 hiring plan.
• Serve as the operational counterpart to Information Security and the MDR provider: execute endpoint protection, patching and access provisioning to the standards Security defines; triage and remediate infrastructure and endpoint findings; and own tracking of remediation from external security assessments and audits through to closure, with ITGC evidence maintained alongside.
• Partner with Information Security on operational IT policies and standards (acceptable use, asset lifecycle, backup and disaster recovery, endpoint and access provisioning procedures), keeping them current, documented and audit-ready; ensure resilience and no single points of failure across operations.
• Deploy, provision and support enterprise AI productivity tools for end users, including configuration, access and staff enablement, within the governance set by the CIO’s Data & AI function and Information Security.
• Support infrastructure qualification and controls for GxP and SOX-relevant systems with the Clinical & Regulatory Systems and Enterprise Applications teams.
• Manage vendors and managed service providers, contracts, hardware and software lifecycle, asset inventory and the Technology Services budget.
• Run incident, problem and change management; define and report operational metrics and service levels.
• Contribute to IT strategy and standards as a member of the IT leadership team.

Required Skills & Experience

• Bachelor’s degree in computer science, information systems or a related field, or equivalent experience.
• 10+ years of progressive IT operations and infrastructure experience in biotech, healthcare or managed-services environments, including experience leading an IT team or function.
• Strong hands-on background in Microsoft 365, Entra ID (Azure AD), Intune or equivalent endpoint management for Windows and macOS, networking (switching, Wi-Fi, firewalls) and cloud infrastructure.
• Experience with office build-outs, relocations or comparable infrastructure projects, including network and AV.
• ITIL-based service management experience; has built SLAs and support models for a distributed workforce.
• Experience operating in a regulated environment, including SOX IT general controls and GxP infrastructure qualification, and working with an MDR/SOC provider and external security assessments.
• Vendor and managed service provider management and budgeting experience.
• Service-minded, calm under pressure, and an excellent communicator with technical and non-technical colleagues.

Preferred Skills & Experience

• ITIL, Microsoft, Cisco/Meraki or comparable certifications.
• Experience supporting a commercial field team or product launch, and with laboratory IT and scientific instrument connectivity.
• Experience rolling out and supporting enterprise AI productivity tools (for example Microsoft Copilot or Claude) for end users.