Mantle AI, Inc. Service Delivery Engineer II Boston, MA · Full time Company website

Apply for Service Delivery Engineer II

We formed Mantle to support the life sciences and biotech industry exclusively. True to that mission, nearly 90% of our business sits in these verticals, and that focus shapes how we work with every client. Mantle was founded on a simple observation: biotech companies are increasingly running lean, capital efficient, and milestone-driven operating models, but the technology services available to them have not evolved at the same pace. The name Mantle reflects the role we aim to play. Like the mantle beneath the Earth’s crust, the technology, cybersecurity, AI, advisory, and IT support functions beneath a biotech must be stable, resilient, and built to support everything above them. These functions may not always be the most visible parts of the company, but when they are weak, fragmented, or reactive, the business feels it quickly. Our vision emerged from years of direct operating and advisory experience across the biotech lifecycle. We have seen the same pattern repeatedly: growing biotechs need practical, domain experienced partners who know the business context behind the technology. Furthermore, we have learned the best partner is not always the largest provider or the lowest-cost provider. It is the one that can hit on the aforementioned points as well as remain nimble and pragmatic. Too often, the rigid MSP model falls short of that standard. Many providers can deploy tools, manage tickets, and support commodity systems. Far fewer can connect those activities to the realities of a growing biotech like trust, business partnership, and the need to make pragmatic decisions with limited internal bandwidth. The result is often a familiar cycle in which the same providers bring the same playbooks to the same internal IT problems. The output may look acceptable on paper, but the business still experiences fragmented ownership, limited strategic direction, reactive support, and a lack of true partnership. Mantle was built to close that gap because we believe biotech companies need technology partners with direct biotech experience.

About the Role

The Service Delivery Engineer II is a client-facing technical role responsible for delivering high-quality, white-glove IT support, systems administration, endpoint management, identity support, SaaS administration, documentation, and project execution for biotech and life sciences clients.

This role is ideal for someone who is technically capable, highly coachable, self-directed, and thoughtful about the broader impact of their work. The right person does not treat IT as a series of isolated tickets. They think in systems, understand downstream consequences, and approach client environments with care, urgency, and maturity.

You will be successful in this role if you are a builder at heart: someone with an entrepreneurial mindset who is excited to join at an early stage, help shape how we deliver bespoke technology, AI, and cyber security consulting services, and contribute to building the overall operating model. 

This is not a commodity help desk role. A small access change, device configuration issue, file-sharing permission, or SaaS setting can affect security, compliance, user experience, executive trust, and client operations. The Service Delivery Engineer II must be able to solve the issue in front of them while also asking: what else is affected, who needs to know, what should be documented, and how do we prevent this from happening again?

Key Responsibilities

Client Support & Service Delivery

• Provide high-touch technical support to client users across endpoints, mobile devices, collaboration platforms, identity systems, SaaS applications, and managed services environments.
• Serve as an escalation point for frontline support issues and resolve more complex technical problems with professionalism, accuracy, and sound judgment.
• Support executives, scientific users, clinical teams, regulatory teams, corporate users, and other stakeholders with discretion, polish, and urgency.
• Communicate clearly with clients and internal team members, including status updates, root cause explanations, risk considerations, and next steps.
• Own tickets from intake through resolution, ensuring follow-through, clean documentation, and client confidence.
• Identify when an issue requires escalation due to business impact, security sensitivity, compliance implications, executive visibility, ambiguity, or downstream operational risk.
• Contribute to a premium service experience that feels responsive, thoughtful, reliable, and highly competent.

Identity, Endpoint & SaaS Administration

• Administer and support modern identity, endpoint, collaboration, email, file-sharing, and SaaS environments.
• Support user lifecycle workflows, including account creation, access changes, group membership, application assignments, authentication methods, and deprovisioning.
• Assist with identity security controls, including SSO, MFA, conditional access, passwordless authentication, role-based access, and least-privilege practices.
• Configure, troubleshoot, and support company-issued and managed devices across common desktop and mobile operating systems.
• Support endpoint management workflows, including device enrollment, compliance, configuration profiles, software deployment, patching, encryption, and security tooling.
• Assist with administration of business-critical SaaS platforms used by biotech and scaling companies.
• Recognize how technical changes may affect security, compliance, user experience, and client operations before making or recommending changes.

Onboarding, Offboarding & Access Management

• Execute employee onboarding and offboarding workflows with accuracy, urgency, and attention to security.
• Provision and deprovision user accounts, devices, groups, application access, shared resources, distribution lists, and permissions.
• Support role-based access control and least-privilege access practices.
• Coordinate device procurement, configuration, deployment, shipping, recovery, and inventory updates.
• Ensure access changes are approved, documented, and aligned with client procedures.
• Recognize when access requests may have security, privacy, regulatory, or operational implications and escalate appropriately.

Documentation, Process & Continuous Improvement

• Maintain accurate client documentation, including environment notes, SOPs, runbooks, asset records, configuration details, knowledge base articles, and support procedures.
• Document work clearly so that other team members can understand what changed, why it changed, what was tested, and what may need follow-up.
• Identify recurring ticket patterns and recommend practical improvements to reduce friction, improve reliability, and strengthen client environments.
• Assist with root cause analysis for repeated issues or service-impacting events.
• Help improve internal service delivery processes, escalation paths, documentation standards, and client operating models.
• Follow documented procedures, change expectations, and escalation norms; avoid “cowboy IT” behavior that creates hidden risk or future rework.

Projects & Technical Execution

• Participate in implementation projects, migrations, security improvements, endpoint management rollouts, collaboration platform enhancements, and client environment improvements.
• Support projects involving identity, endpoint management, collaboration platforms, file-sharing governance, SaaS administration, device compliance, and access control.
• Assist with endpoint hardening, MFA rollouts, device compliance initiatives, SaaS governance, permissions cleanup, and access review activities.
• Contribute to project documentation, technical notes, deployment checklists, client-facing summaries, and operational handoff materials.
• Think beyond task completion by considering adoption, user impact, supportability, security, documentation, and long-term maintainability.

Biotech & Life Sciences Support

• Support clients operating across research, clinical, QA, regulatory, corporate, and executive functions.
• Understand the importance of confidentiality, controlled access, data sensitivity, auditability, and documentation in biotech environments.
• Follow client-specific procedures carefully, especially when supporting sensitive, regulated, clinical, GxP, QA, or confidential business data.
• Escalate risks appropriately when issues involve sensitive data, privileged access, external sharing, regulated workflows, or executive stakeholders.
• Bring a practical, risk-aware mindset to client environments that need both strong controls and fast execution.

Representative Tools & Technologies

The tools used in this role will vary by client. Candidates are not expected to have deep experience with every platform listed below, but should be comfortable learning new systems quickly and applying strong IT fundamentals across different environments.

Representative tools and technologies may include:

• Identity & Access Management (SSO, MFA/Authenticators etc.): Microsoft EntraID, Okta, risk-based access control, passwordless authentication, privileged access workflows
• Productivity & Collaboration (Email, Calendaring, UC [Video Conferencing]): Microsoft365, Google Workspace and similar platforms
• Endpoint Management: Microsoft Intune, Jamf, Kandji, Addigy, Apple Business Manager, Windows Autopilot, device compliance, configuration profiles, patching, encryption, and software deployment
• Operating Systems & Devices: macOS, Windows, iOS, Android, laptops, mobile devices, printers, peripherals, and conference room equipment
• Security & Compliance Tooling: EDR, email security, phishing protection, DLP, device encryption, vulnerability management, access reviews, audit logs, and security monitoring workflows
• SaaS & Business Applications: Common applications include - Slack, Zoom, DocuSign, Atlassian, Box, Dropbox, Egnyte, similar electronic document platforms, finance systems (basic understanding of ERP, Pay-to-Procure), HRIS/ATS, and other business-critical SaaS tools
• Service Management & Documentation: FreshService, Jira Service Management, Zendesk, ServiceNow, ticketing systems, knowledge bases, SOPs, runbooks, asset inventories, and change documentation
• Networking & Remote Access: VPN, ZTNA, DNS, DHCP, Wi-Fi, basic firewall concepts, remote access tools, and network troubleshooting fundamentals

Candidate Attributes

We are looking for someone who is not only technically capable, but also mature, thoughtful, and easy to develop.

The right candidate will demonstrate:

• First-principles thinking — able to question assumptions, understand the real problem, and avoid defaulting to inherited or templated solutions.
• Systems thinking — understands how changes in one area can affect identity, access, endpoints, security, compliance, user experience, vendors, and operations.
• Downstream impact awareness — thinks through second-, third-, and fourth-order consequences before making or recommending changes.
• Builder mindset — excited to join an early-stage consulting firm, improve how we work, and help shape a premium service delivery model.
• Ownership — takes responsibility for outcomes, not just assigned tasks.
• Proactive judgment — flags risks, gaps, and recurring issues early, with proposed next steps.
• Coachability — actively seeks feedback, incorporates it quickly, and improves how they communicate, document, troubleshoot, and deliver work.
• Documentation discipline — understands that if work is not documented, it is not truly complete.
• No-surprises communication — communicates early when work is blocked, priorities shift, risks emerge, or timelines are at risk.
• Client-context awareness — adapts communication, urgency, and level of detail based on the client’s stage, team, regulatory context, and business priorities.

Work Product & Communication Standards

Every deliverable, ticket note, client update, configuration change, and internal handoff should reflect the standard we want Mantle to be known for.

We expect work to be technically accurate, clearly written, logically structured, and complete. Do not present guesses as facts. If something is preliminary, inconclusive, or requires validation, say so clearly.

Communication should answer three questions: what are you saying, why does it matter, and what do you need from the reader? When something is off track, blocked, or risk-sensitive, raise it early with context and proposed next steps.

Documentation is part of the work, not an administrative afterthought. Client documentation, SOPs, runbooks, configuration notes, ticket updates, and handoff materials should be clear enough that another team member can understand what changed, why it changed, what was tested, and what may need follow-up.

A successful Service Delivery Engineer II helps clients feel that their environment is being handled with care, judgment, and accountability.

Required Qualifications

• 3–5 years of experience in IT support, systems administration, service delivery, managed services, or client-facing technical operations.
• Strong working knowledge of Microsoft 365, Entra ID, Exchange Online, SharePoint, Teams, and OneDrive.
• Experience supporting macOS and Windows endpoints in a professional environment.
• Familiarity with endpoint management tools such as Intune, Jamf, Kandji, Addigy, or similar platforms.
• Experience with user lifecycle management, MFA, SSO, group management, permissions, and access reviews.
• Strong troubleshooting skills across identity, endpoint, email, collaboration, networking, and SaaS systems.
• Strong written and verbal communication skills.
• Strong documentation habits and attention to detail.
• Ability to manage multiple client priorities while maintaining professionalism and follow-through.
• Comfort working in a consulting, MSP, or client-facing service delivery environment.

Preferred Qualifications

• Experience supporting biotech, pharmaceutical, healthcare, clinical research, or other regulated or quality-sensitive industries.
• Experience with Okta, Google Workspace, Slack, Zoom, DocuSign, Atlassian, Box, Egnyte, Dropbox, or similar platforms.
• Familiarity with IT security concepts such as least privilege, conditional access, phishing protection, endpoint detection, device compliance, data loss prevention, and secure external sharing.
• Experience with ticketing systems such as Freshservice, Jira Service Management, Zendesk, ServiceNow, or similar platforms.
• Familiarity with ITIL-based service management practices.
• Experience supporting executive users or high-touch client environments.
• Experience creating SOPs, runbooks, knowledge base articles, asset records, and change documentation.
• Certifications such as Microsoft 365 Fundamentals, Microsoft Endpoint Administrator, CompTIA Network+, Security+, Jamf, Okta, Google Workspace, or equivalent.

What Success Looks Like

A successful Service Delivery Engineer II will:

• Resolve support issues accurately, professionally, and with appropriate urgency.
• Build trust with clients through clear communication, follow-through, and sound judgment.
• Escalate appropriately when issues involve security, access, compliance, executive visibility, or client-impacting risk.
• Keep documentation clean, current, and useful.
• Identify recurring issues and contribute to longer-term fixes.
• Balance speed with care.
• Understand that in our client environments, IT is not just support — it is part of operational readiness, risk management, and company execution.
• Improve over time through feedback, coaching, and active learning.

Ideal Candidate Profile

You are technically strong, but you do not approach IT as a queue of disconnected tickets. You think in systems. You consider how an access change, device configuration, SaaS setting, endpoint policy, or support interaction may affect security, compliance, user experience, future operations, and client trust.

You are self-directed and take ownership of your work without needing constant oversight. At the same time, you are coachable, open to feedback, and willing to adapt to the standards of a premium, high-accountability consulting firm.

You are careful without being slow, confident without being arrogant, and service-oriented without being passive. You know when to solve independently, when to ask for help, and when an issue needs escalation because of risk, sensitivity, ambiguity, or client impact.

You are the kind of engineer who not only fixes the issue in front of you, but also asks: what caused this, who else might be affected, what should we document, and how do we prevent this from happening again?

Work Environment

This is a client-facing role supporting remote-first and hybrid biotech and life sciences organizations. Some occasional onsite client support or travel may be required depending on client needs.

The role requires professionalism, discretion, strong communication, and comfort operating in environments where confidentiality, trust, and precision matter.