IT Manager (remote)

ABOUT OUTLOOK THERAPEUTICS

Outlook Therapeutics (Nasdaq: OTLK) is a commercial-stage biopharmaceutical company redefining the standard of care in retinal disease. In the United States, our lead product has received FDA approval, making it the first and only FDA-approved ophthalmic formulation of its kind for the treatment of wet AMD, and we are preparing for US commercial launch.

Our lead product is also the first ophthalmic formulation of its kind to receive Marketing Authorization from the European Commission and the UK MHRA for the treatment of wet age-related macular degeneration (wet AMD), and has launched across Germany, Austria, and the UK.

Driven by the stories of the patients we serve, we are united with the vision-care community around a single goal: a future where everyone with retinal disease can envision a brighter world.

THE OPPORTUNITY

Reports To - VP & Head of Information Technology

Level - Manager

Location - Remote– US East Coast (Eastern Time Zone)

Employment Type - Full-time

Direct Reports - No — owns MSP vendor relationship, ticket flow, and SLA accountability;

Outlook Therapeutics is entering a pivotal commercial phase and plans to grow to a commercial organization of more than 100 employees over the coming months. This role offers significant scope and ownership. The IT Operations lead will help build the IT function, work directly with senior leadership, and support the company's mission of expanding patient access to a new treatment option.

The IT Operations lead will manage day-to-day IT operations across the organization. Responsibilities include overseeing the ticket queue, managing the company's managed service provider (MSP) and its outsourced help desk against agreed service levels, and serving as the primary IT contact and escalation point for the business, including onboarding for all new employees.

The role combines operational management with hands-on technical work. It has no direct reports. Instead, it is responsible for vendor, queue, and project management.

The IT Operations lead will also carry out system administration in Microsoft 365 and Entra ID, resolve escalated technical issues, automate repeatable processes, and give direct support to executives. The ideal candidate does well in a varied role that balances strategic oversight with hands-on execution.

WHAT YOU’LL DO

MSP & Help Desk Management

• Serve as the primary point of contact for the MSP and outsourced help desk, setting priorities, directing work, and ensuring service quality. Drive results through influence and vendor accountability rather than direct supervisory authority.
• Own the Freshdesk ticket queue, including triage, prioritization, assignment, aging, and resolution quality, so that all requests are handled promptly.
• Act as the escalation point for issues the help desk cannot resolve, either resolving them directly or coordinating with the appropriate owners through to closure.
• Define, monitor, and enforce service level agreements (SLAs). Lead regular service reviews with the MSP, report on response and resolution metrics, SLA attainment, and recurring issue trends, and drive root-cause remediation.
• Manage MSP scope, hours, and cost as the organization grows, in partnership with the VP of IT.

The Face of IT Support & Help Desk

• Serve as the visible, accessible owner of IT Support & Help Desk for the organization and a trusted resource for employees and leadership.
• Lead IT onboarding sessions for all new hires, covering devices, accounts, core applications, security expectations, and support channels. With 60–80 new employees expected over the coming months, this is a high-visibility, recurring responsibility.
• Provide executive-level support to senior leaders, VIPs, and board-facing staff, including in-person, hands-on troubleshooting. Exercise discretion, professionalism, and composure at all times.
• Build strong working relationships across the Commercial, Medical, and G&A functions as the organization scales.
• Work an early-shift schedule (start time of approximately 7:00–7:30 AM ET) to extend support coverage across European and U.S. East Coast business hours.

Microsoft 365 Environment & Technical Ownership

• Serve as the internal subject matter expert for the Microsoft 365 environment. Routine execution may be delegated to the MSP, but this role is accountable for configuration and has the technical depth to perform the work directly when needed.
• Keep a working command of the core platform to design, direct, review, and validate MSP work, including Entra ID (users, groups, roles, licensing, MFA, conditional access), Exchange Online, SharePoint, OneDrive, Teams, and Intune endpoint management.
• Lead the rollout of new features, policies, and configurations as the tenant matures, including conditional access and security policies, device configuration and compliance, and new service enablement. Responsibilities cover scoping, testing, assigning execution, and communicating to the business.
• Own identity and access management processes, including provisioning and deprovisioning, access request fulfillment, group and license assignment, and periodic access reviews with supporting audit documentation.
• Provide hands-on technical resolution for escalations, urgent issues, and executive support needs, with a disciplined focus on root-cause analysis.
• Advise the business on Microsoft 365 capabilities and identify practical ways to meet business requirements within the platform.

Employee Lifecycle, Procurement & Licensing

• Manage high-volume onboarding and offboarding in coordination with HR, hiring managers, and the MSP, so that all new hires, including remote and field-based employees, are fully equipped on their first day.
• Oversee hardware procurement and asset lifecycle management, including specification, purchasing, imaging and deployment, inventory tracking, refresh, and retirement.
• Manage software and Microsoft license procurement and administration, including optimizing assignments across M365, Entra, and Intune SKUs, managing renewals and true-ups, and controlling costs as headcount grows.
• Manage IT-related vendor purchasing and keep accurate records for finance and audit purposes.

Automation & Continuous Improvement

• Identify and implement opportunities to automate repetitive processes, including onboarding and offboarding workflows, license and group assignment, access requests, reporting, and ticket routing.
• Use PowerShell, Microsoft Graph, Power Automate, and Freshdesk automations to reduce manual effort and improve accuracy.
• Develop knowledge base articles and self-service resources to reduce ticket volume and improve first-contact resolution.
• Proactively recommend process and tooling improvements that increase efficiency and scalability.

IT Projects & Cross-Functional Partnership

• Manage IT projects from scoping through delivery, on schedule and within budget, with regular stakeholder communication.
• Support the implementation of new commercial and enterprise systems, including requirements gathering, access model design, testing, user training, and post-launch support.
• Partner with business functions on cross-functional initiatives, translating business requirements into practical technology solutions.

WHAT YOU’LL BRING

Required

• 5+ years in IT support, IT operations, or systems administration, including time in a senior or lead capacity where you owned outcomes rather than just worked tickets.
• Real working depth in Microsoft 365 administration, particularly Entra ID (Azure AD): user and group lifecycle, roles and permissions, licensing, MFA, and conditional access. You’ll direct much of the routine execution through our MSP, so you need enough hands-on depth to design it, validate it, and do it yourself when needed.
• Demonstrated ownership of a ticketing system and queue — Freshdesk strongly preferred; Jira Service Management, ServiceNow, Zendesk, or similar also considered — including SLA definition, enforcement, and reporting.
• Experience managing an MSP, outsourced help desk, or other technical vendor: setting priorities, holding them accountable, and escalating effectively without formal authority over the people doing the work.
• Strong, demonstrable troubleshooting ability across endpoints, identity, and common business applications. You isolate causes rather than restart things and hope.
• Genuine interest in automation, with evidence you’ve acted on it — scripting (PowerShell or Microsoft Graph preferred), workflow automation, or process tooling you built and actually put into production.
• A white-glove service orientation and the interpersonal poise to support executives and VIPs directly, including in high-pressure moments.
• Experience owning hardware and software procurement, including Microsoft licensing.
• Comfort operating as a lean team of one-to-two in a fast-growing environment — building process where none exists, and switching context frequently across a wide mix of technical and service work.
• Availability for an early-shift schedule (approximately 7:00–7:30 AM ET) to support Europe/US coverage overlap.
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

Preferred

• Experience in life sciences, biotech, or pharmaceuticals, and familiarity with the compliance expectations that come with it — access reviews, audit evidence, and validated systems.
• Experience supporting a company through a rapid headcount ramp or a commercial launch.
• Intune and endpoint management at scale, including Windows Autopilot or equivalent zero-touch deployment.
• PowerShell and Microsoft Graph scripting; Power Automate.
• Freshdesk administration — automations, workflows, dispatch rules, and reporting.
• Security fundamentals: conditional access design, MFA rollout, phishing response, and endpoint protection.
• Relevant certifications (MS-102, AZ-104, ITIL). Useful, not required.

IS THIS ROLE RIGHT FOR YOU?

• The ideal candidate enjoys owning operational outcomes, prioritizes lasting solutions over short-term fixes, works comfortably in both technical administration and executive-facing support, and actively looks for ways to automate and improve processes.
• This role may not be the right fit for candidates seeking people-management responsibilities, a narrowly defined scope, or a position focused only on directing technical work rather than performing it.

WHAT WE OFFER

• Competitive base salary, annual performance bonus, and equity — so you share in the value you help create
• Comprehensive health coverage: medical, dental, and vision
• 401(k) with company match
• Generous paid time off and company holidays
• A high-trust, low-bureaucracy culture with direct access to leadership and real room to grow
• Mission-driven work that helps preserve sight for patients who are counting on it

COMPENSATION

In keeping with our commitment to pay transparency, the good-faith base salary range for this role is $130,000-$160,000, with an annual target bonus of 10-15%. This role is also eligible for a meaningful equity grant, reflecting the opportunity to build lasting value at a company at a commercial inflection point. Final compensation reflects experience, skills, and location.

OUR COMMITMENT

Outlook Therapeutics is an equal opportunity employer. We are committed to building an inclusive environment where every team member can do their best work, and we consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.