Enterprise IT Manager in BROOKLYN PARK, Minnesota at Switchback Medical

The IT Manager is a hands-on role responsible for the day-to-day operation, support, and upkeep of information technology across the Switchback Medical family of companies, a growing medical device Contract Development and Manufacturing Organization (CDMO) with approximately 300 employees. This individual is the primary point of contact for technology issues across the organization — troubleshooting hardware and software problems, supporting end users, maintaining equipment and accounts, and keeping systems and infrastructure running reliably across corporate and manufacturing environments.

In addition to day-to-day support work, this individual carries secondary responsibility for the oversight of IT vendors, budget, and basic planning needed to keep the technology environment secure and compliant within the unique requirements of a regulated medical device manufacturing environment (e.g., FDA 21 CFR Part 820, ISO 13485, and computer system validation principles such as 21 CFR Part 11).

Day-to-Day IT Support & Operations

• Provide Tier 1–2 technical support for desktops, laptops, mobile devices, printers, and other peripherals across office and manufacturing environments, including support for remote employees.
• Troubleshoot and resolve hardware, software, network, and application issues, including operating systems, business applications, email, and collaboration tools.
• Respond to help desk tickets promptly, track progress to resolution, and document fixes for future reference.
• Install, configure, and maintain computers, monitors, phones, printers, and other end-user equipment.
• Manage user accounts, including password resets, permissions, and onboarding/offboarding.
• Support and troubleshoot network connectivity, including Wi-Fi and VPN access.
• Perform system updates, including patches, security updates, and application deployments.
• Maintain accurate inventory of hardware, software licenses, and IT supplies.
• Educate employees on IT best practices, security awareness, and proper use of technology and equipment.
• Participate in and often directly execute IT projects such as system upgrades, migrations, and rollouts.
• Document procedures and maintain internal knowledge base articles.

Infrastructure & Systems Upkeep

• Maintain and support network, server, cloud, endpoint, telephony, and manufacturing-floor IT infrastructure across company locations.
• Support and help maintain enterprise business systems (e.g., ERP, QMS, PLM, MES, CRM, HRIS) in partnership with functional business owners.
• Perform routine data backup checks and assist with disaster recovery and business continuity testing.
• Monitor systems for security issues and escalate or respond to incidents as they arise.

Vendor & Budget Support

• Assist with managing day-to-day relationships with IT vendors, managed service providers, telecom carriers, and software partners.
• Track IT spend against budget and identify cost-optimization opportunities.

IT Planning & Governance

• Develop IT policies, standard operating procedures (SOPs), and basic technology planning appropriate.
• Support Quality and Regulatory Affairs, as needed, with computer system validation (CSV), data integrity, and audit readiness for systems that touch device design, manufacturing, or quality records.
• Identify emerging technology needs and risks as the organization grows and develop short and long-term plans to address.

Required

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
• 7+ years of hands-on IT support experience, including direct troubleshooting of hardware, software, and network issues.
• Strong working knowledge of Windows OS, Microsoft 365, and common business applications.
• Experience with hardware troubleshooting, equipment setup, and device lifecycle support.
• Familiarity with Active Directory, Azure AD, and basic networking concepts (Wi-Fi, VPN).
• Excellent communication and customer service skills, with the ability to support both office and manufacturing-floor staff.
• Strong organizational skills, attention to detail, and ability to manage multiple tasks and tickets at once.
• Ability to work independently, with prior experience coordinating vendors and setting/managing a budget.

Preferred

• Experience supporting medical device, pharmaceutical, or other regulated manufacturing environments.
• Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk).
• Knowledge of endpoint management tools (Intune, SCCM, etc.).
• Basic scripting or automation skills (PowerShell).
• Exposure to ERP/QMS/CRM systems or other business applications.
• CompTIA A+, Network+, or similar certifications.
• Familiarity with computer system validation (CSV) concepts, FDA 21 CFR Part 11, or ISO 13485 is a plus but not required.

• This role is based on-site at Switchback Medical’s facility in Brooklyn Park, MN, with occasional travel to other company sites as needed.
• Occasional after-hours availability to support critical system maintenance, incident response, or scheduled maintenance

Physical Requirements:

• Frequently: stand, walk, and sit for long periods of time.
• Frequently: grasp, move, assemble, manipulate objects.
• Occasionally: stoop, kneel, crouch and lift up to 50 pounds.
• Occasionally: access tight spaces and use a ladder.
• Work is generally performed in an office and manufacturing environment; standard workplace safety practices apply when on the manufacturing floor or in the cleanroom.

Pay and Benefits:

• The anticipated salary range for this position is $90,000-135,000 per year. The actual pay offered will be based on individual qualifications and relevant experience.
• Switchback Medical offers options for medical, dental and vision insurance to full-time employees. The company provides basic life insurance, short and long-term disability to all eligible employees. Employees who participate in the Switchback Medical 401k plan are eligible for a company match on contributions. Benefit eligibility is subject to applicable waiting periods.
• Employees receive Paid Time Off and paid company holidays.