Posted August 23, 2026

VP of Operations - IT Support Supervisor

The Rockridge Group

South San Francisco, CA, US Full Time

Location: South San Francisco, CA

Reports to: VP of Operations

Key Responsibilities:

Technical Support: Provide advanced technical support for hardware, software, and network issues, including escalated tickets from L1 and L2 support teams.
Incident Management: Diagnose, troubleshoot, and resolve complex IT incidents, ensuring timely resolution and minimal disruption to business operations.
System Administration: Perform system administration tasks, including configuration, maintenance, and monitoring of servers, networks, and applications.
Network Incidents: Maintain and troubleshoot network infrastructure incidents
Documentation: Create and maintain comprehensive documentation for IT processes, procedures, and troubleshooting guides.
Project Support: Assist in the planning and execution of IT projects, providing technical expertise and support as needed.
Training: Provide guidance and training to L1 and L2 support teams, enhancing their technical skills and knowledge.
Biotech Lab Support: Support any instruments in the Lab environment and collaborate with any 3rd Party companies to configure devices, equipment, and solve any incidents.
Continuous Improvement: Identify areas for improvement in IT services and infrastructure, recommending and implementing enhancements.

Qualifications:

Education: Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
Experience: Minimum of 5 years of experience in IT support, with at least 2 years in an L3 or equivalent role.
Technical Skills:
- Proficiency in Windows and Linux operating systems.
- Experience with virtualization technologies (VMware, Hyper-V).
- Strong knowledge of networking protocols and hardware.
- Familiarity ITSM Tools (Jira, Service Now or others)
- Asset Management skills
- Advanced troubleshooting and problem-solving skills.

Soft Skills:
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Strong organizational and time management abilities.
- Customer-focused mindset with a commitment to providing high-quality service.

Working Conditions: