Manager – IT Support Engineering – Support Services

Manager – IT Support Engineering – Support Services

Requirements

• 10+ years’ relevant experience with High School Diploma or equivalent
• 8+ years’ relevant experience with AA
• 6+ years’ relevant experience with BS / BA
• 4+ years’ relevant experience with MS / MA / MBA
• Computer Science, or related discipline is preferred
• Significant IT help desk or related experience in a corporate or other relevant business environment. Significant experience providing Tier 1 IT services support
• Business process engineering and project management experience is preferred
• IT experience in support of business areas in life sciences is preferred
• Demonstrates expertise in one or more technology environments and ability to support IT projects at the functional or enterprise-level
• Thorough knowledge of IT support services principles, practices and tools in a business / corporate environment, including SLAs and ticketing processes and procedures
• Demonstrates understanding of design and solution development methods, the Project Execution Process, and the fundamentals of requirement specification, design and development, configuration, and testing of business systems / applications
• Knowledge of best practices in IT or related project management
• Demonstrate knowledge of Agile and proven abilities to apply Agile methodologies to support IT solutions to meet business needs and objectives
• Knowledge of IT security, quality and risk management requirements relevant to assigned domain
• Understands future trends in IT
• Knowledge of or aptitude to learn regulatory requirements relevant to the biopharma industry
• Demonstrated ability to be a fast learner
• Demonstrated ability to be flexible and adaptable to change, and provide support/expertise where needed
• Proven analytical abilities with high attention-to-detail as demonstrated through past experiences and/or academic achievements
• Strong end user orientation, initiative and ability to work within and among teams to achieve a track record of delivering consistent results
• Solid knowledge and experience of Service Desk & Knowledge Management
• Solid knowledge and experience of current various technologies (software and hardware) that are found within a typical multi-national corporation
• Ability to manage customer services and expectations through strong process-orientation, measurement and continuous improvement while exercising good business judgment
• Ability to understand and clearly articulate technical (software and hardware) functionality, capabilities, principals of operations and issues/resolutions
• Prior experience in globally distributed, matrix / network environment
• Prior experience in deploying ITIL Framework
• Ability to communicate effectively (written and verbal) in dealing with internal and external customers as well as service, hardware and software vendors
• Experience and comfort in working at all levels within and among multiple, inter-dependent business and IT teams
• Self-motivated, Customer and Delivery focused. Ability to convey thoughts and ideas clearly and effectively in written and verbal form and have an aptitude for problem solving.
• Excellent verbal & written communication skills are essential. Will need to be able to translate information into clear, concise and unambiguous knowledge
• When needed, ability to travel

Responsibilities

• Serve as the primary support relationship manager for the KITE business unit and other specialized service desks, fostering strong partnerships and continuous improvement.
• Manage the support triage for KITE users and applications, ensuring timely and efficient resolution of incidents and requests.
• Responsibility for incident and service requests handled by the specialized service desks
• Monitor and enforce SLA compliance, driving performance excellence in Kite and the specialized service desks.
• Develop, maintain, and socialize knowledge articles to enhance support efficiency and self-service capabilities.
• Oversee and evaluate the performance of Managed Service Provider (MSP) resources aligned with KITE support and specialized service desks.
• Support and collaborate on service excellence by implementing best practices and process optimizations for incident management and service requests.
• Collaborate with cross-functional teams to enhance system reliability, performance, and user satisfaction.
• Provide insights and recommendations to leadership on support trends, risks, and opportunities for improvement.
• Collaborate and Implement methodologies to improve first call resolution; identifies recurring problems and recommend creative solutions.
• Measure and improve the performance of the specialized service desks through surveys, reports and frequent communication with end users
• Oversees solutions repository and ensures top quality solutions are available to the staff
• Advice leadership on situations that may significantly impact the business or requires additional support / escalation
• Works with the specialized service desks to ensure appropriate coverage during peak times
• Works with the Service Desk Trainer to build an effective training strategy that is delivered to service desk agents
• Ensures that the specialized service desks are compliant with all legal, regulatory, or otherwise mandated standard
• Coaches, trains and mentors Service Desk agents to ensure high levels of service quality and technician productivity; participate in management and staff development activities were appropriate; provide new hire orientation materials
• Works to make Service Desk the single source of truth and service delivery channel for IT
• Manages vendor relationships to ensure effectiveness of daily operational needs
• Contributes to shared knowledge content
• Contribute and collaborate on the service transition process to ensure that the specialized Service Desks can support new systems / applications when moved from project / hyper care phase
• Works closely with ServiceNow delivery team to participate in testing, process design, training and so on to ensure the specialized Service Desks are involved, consulted and utilize the technology to the fullest when appropriate.
• Supports new / updated IT initiatives and existing IT operations in the assigned area to address business needs and maintain IT operations as needed
• May provide input into the technical roadmap for the assigned area to ensure the IT support perspective is incorporated
• May conduct meetings with internal customers to diagnose technical needs or issues
• As needed, supports user acceptance testing (UAT) and user training
• May participate in governance, risk, and compliance activities relevant to assigned business area and/or other IT workstreams
• Where applicable, manages vendor deliverables associated with own work
• May participate in post-project-implementation sessions to conduct value affirmation and determine any future actions

Preferred Qualifications

• Business process engineering and project management experience is preferred
• IT experience in support of business areas in life sciences is preferred