Supervisor, IT Operations

About Pivot Bio:  

Fueled by an innovative drive and a deep understanding of microbiology, genomics, crop nutrition and agriculture, Pivot Bio is pioneering game-changing advances in fertilizer technology. Our first commercial product harnesses the power of naturally-occurring microbes, modern gene editing and application technologies to provide nitrogen to crops.  We are dedicated to providing new solutions for farmers to improve yield as they work to help feed the world’s growing population. Read/Hear more about Pivot Bio on Forbes or PBS News Hour.

The Supervisor, IT Operations leads Pivot Bio’s end-user support operations, ensuring timely and high-quality service delivery across all departments. This role oversees a team and partners closely with IT Engineering, Security, and People Operations to design and maintain efficient, consistent, and scalable support processes. 

The role combines hands-on technical expertise with strong operational leadership and a passion for developing people and improving systems. 

Essential Functions  

• Oversee daily Help Desk operations, including service metrics, ticket management, and customer satisfaction. 
• Implement and refine IT service delivery processes to ensure consistency across locations and systems. 
• Lead, mentor, and develop the IT Support team by setting clear goals, providing regular feedback, and fostering professional growth. 

Competencies 

Knowledge & Application 

• Drive documentation, knowledge base improvements, and onboarding/offboarding process efficiency. 
• Extensive experience administering Microsoft Entra and Intune, managing cloud identity, access controls, device compliance, and endpoint lifecycle management. 
• Experience implementing and maintaining security patching for operating systems and third-party applications, ensuring updates are deployed consistently in alignment with industry best practices. 
• Experience implementing OS hardening and endpoint security configurations through device management platforms, including controls such as BitLocker, LAPS, and other system-level security best practices. 

Complexity & Problem Solving 

• Drive Manage hardware lifecycle processes, software license tracking, and procurement planning for user-facing technology. 
• Analyze performance data to identify trends, improve response times, and enhance first-contact resolution rates. 

Collaboration & Interaction 

• Coordinate with People Operations and department leaders to ensure smooth technology provisioning for new hires, terminations, and role changes. 
• Collaborate closely with Engineering and Security teams on cross-functional initiatives and escalations. 

Supervisory Responsibilities: Yes 

Work Environment  

• Job will involve mostly office and computer-based work  
• May require use of ladders for wiring, other networking at sites 
• Sedentary work that involves sitting/standing 

Travel Required: Between our 3 St Louis office weekly and other remote Pivot Bio locations a few times a year. 

Required Education & Experience 

• 7+ years of IT support experience, including 1+ year in a management or team leadership role. 
• Strong background supporting macOS, Windows, MDM (JAMF, Intune), and Microsoft 365 environments. 
• Experience managing IT service management platforms (Zendesk preferred). 
• Proven success implementing structured service delivery processes and managing teams in a customer-focused environment. 
• Excellent written and verbal communication skills, with the ability to build trust and collaborate effectively across departments. 

Must be authorized to work in the United States. 

What We Offer: 

• Competitive package in a disruptive startup 
• Stock options 
• Health/Dental/Vision insurance with employer-paid premiums 
• Life, Short-Term and Long-Term Disability policies 
• Employee Assistance Program with free referrals and discounts 
• 401(k) plan, 3% Match 
• Commuter benefits 
• Annual Training & Development support 
• Flexible vacation policy with a generous holiday schedule 
• Exciting opportunity to work with a talented and fun team

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