Sr Manager, IT Service Desk

Incyte is a biopharmaceutical company focused on the discovery, development, and commercialization of novel medicines to meet serious unmet medical needs in oncology and inflammation and autoimmunity. Incyte is committed to the rigorous pursuit of research and development excellence to improve the lives of patients, make a difference in health care, and build sustainable value. 

The Company strives to discover and develop first-in-class and best-in-class medicines-advancing a diverse portfolio of large and small molecules.

Job Summary  (Primary function)
The Senior Manager, IT Service Desk manages activities, processes, and procedures related to Help Desk support for client systems including, but not limited to: desktop, laptop, telephone, print/imaging, mobile devices, video conferencing, related peripheral components and technologies used by supported global customers.  The Senior Manager performs staff performance evaluations and development, documentation, and maintenance of enterprise level policies and procedures executed by tertiary support teams, resource allocation and review related to project engagements and initiatives, and collateral engagements in technical evaluation and implementation reviews of technologies requested and proposed for deployment.

Essential Functions of the Job  (Key responsibilities)

• Manage assigned global teams and direct reports by defining roles and responsibilities of individual contributors.
• Responsible for Level 1 support (Phone, Email, Chat, Customer Submitted Tickets) within operational design, accurate assignment of Incidents and Requests to other teams as appropriate, and escalation of major issues where applicable and necessary.
• Adhere to ITIL based processes and procedures, including Incident, Request, Problem, and Change.
• Responsible for design, implementation and periodic update of support processes and procedures for maintenance and support for technologies and applications used by End Users within the scope of assigned global regional responsibility.
• Clearly communicate and translate technical concepts to both technical and non-technical audiences, both orally and in writing.
• Oversee group tasks and monitor team performance against service objectives, evaluate efficiency, and design and implement improvements to achieve optimum performance and customer satisfaction.
• Monitor, collect and publish team performance and customer satisfaction statistics. 
• Participate and/or lead client technology projects where applicable, including project scoping, SOWs, planning, periodic status reporting and transition to service delivery teams.
• Evaluate and recommend technologies to achieve an optimal balance between improving service delivery, team efficiency and customer satisfaction.
• Evaluate team resources and staff capacity and efficiency, including recruiting, and assist with preparation of staff budget and annual staff forecasting.
• Develop deep and meaningful relationships with customers and be a resource for promoting IT services and advocating for customers.
• Participate in financial practices, including development of budget, reconciliation to actuals, utilization, billing, procurement, and receivables.
• Collaborate with peers in other technology teams to align adjacent services with End User Services, and ensure End User Services is positioned for success. Advocate for and represent all End User Services teams where applicable, and represent their requirements when working with teams outside of End User Services.
• Provide counsel to business departments where necessary.
• Provide mentorship and career counseling to junior staff.
• Collaborate with other End User Services teams, and provide coverage for peers when necessary.

Qualifications (Minimal acceptable level of education, work experience, and competency)

• Bachelor's degree or equivalent experience.
• Minimum 7 years IT service design and management experience.
• Minimum 5 years in an IT management role while supervising subordinates.
• Experience with process control, technical documentation & compliance procedures.
• Broad experience and familiarity with a variety PC, mobile client technologies and applications.
• Ability to exercise strong, independent judgment and discretion is essential.
• Experience with various client operating systems including Windows 10. Mac OS experience is a plus.
• Apple iOS experience is also required. 
• Familiarity with Mobile Device Management platforms. Familiarity with MaaS360 is a plus.
• In-depth experience with client productivity applications, including Office, Exchange, Project, Visio, Acrobat, Internet Explorer, Chrome, Edge, Symantec Anti-Virus, and broad experience with various client components including media players, compression tools, remote access programs, etc. Experience with pharmaceutical applications such as ChemDraw, Accord, Diva, DSGene, Prism, SciFinder, and MOE is preferred.
   

Disclaimer:  The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications.  Management reserves the right to change or modify such duties as required.

Incyte Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer.

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