Service Desk Sr. Manager

Seattle Genetics Bothell , WA 98021

Posted 2 months ago

Summary:

The Service Desk Manager provides oversight for delivery of effective IT customer support services to approximately 2,000 users in local, remote and global locations.

The Senior Service Desk Manager is responsible for providing exceptional vision and leadership to a team of technology professionals who are responsible for providing end user technology support services.

Responsibilities:

  • Lead the global IT Helpdesk including US and global-based IT staff and 3rd-party IT Support partners. Ensure global coordination on processes and procedures to build consistency and continuity for all employees

  • Plan, design, and analyze Helpdesk process framework according to IT Service Management (ITSM) best practices, while ensuring high level of customer service quality and availability. Establish and meet agreed levels of incident resolution and request fulfillment; continually improve the service desk delivery processes to ensure optimal efficiency of service quality for global customers

  • Ensure the service desk provides and delivers high levels of support for all incidents and requests, providing reports and analysis of service desk performance including customer satisfaction, performance against agreed upon metrics and appropriate improvement plans to reduce end user issues. Publish weekly and monthly reports

  • Manage resource utilization to provide global end user support for desktop, laptop, applications, and related technologies, including the monitoring, tracking, and coordination of Service Desk functions

  • Maintain a customer-service oriented atmosphere for the helpdesk, which includes ensuring prompt response, effective communication and delivery of solutions for reported issues

  • Develop, implement and communicate service desk policies, processes and procedures for the management and support of internal customer requests and impacting incidents

  • Manage ITSM to include system management and maintenance, upgrades, system changes, feature improvements, and knowledgebase administration

  • Assess need for any ITSM tool improvements based on request or incident trends; make recommendations and provide supporting business justification to support associated costs

  • Monitor incident trends and anticipate potential problems for proactive resolution. Ensure case documentation is done systematically in order to build out the knowledge database for quicker resolution to issues

  • Train helpdesk staff on operational procedures, troubleshooting techniques and new hardware/software applications as required. Develop both IT and end user training materials as appropriate

  • Act as an escalation point of contact for problems experienced by end users, troubleshooting, diagnosing and solving issues that arise. Includes direct, over the phone, email, and remote assistance-based support

  • Work collaboratively with cross-functional teams to ensure end user support and training are key deliverables of all deployed solutions. Collaborate with the IT team and other departments in evaluation, selection, and deployment of appropriate tools and applications for corporate deployment

  • Execute and monitor compliance activities within IT Support such as the first and last day of work, software purchasing processes i.e. SOX, HIPAA, Internal Audit, Software license compliance, etc.

  • Additional related duties as assigned

Requirements:

  • Expert knowledge of IT systems and customer support operations management

  • Strong working knowledge of help desk operations

  • Advanced ability to lead technology projects for the enterprise (desktop/tablet/smartphones) hardware/ software upgrades

  • Ability to learn new technology and keep abreast of the latest technological advances

  • Strong customer-focus and demonstrated experience working with/meeting business users' requirements

  • Proven service management skills setting and measuring SLAs and KPIs

  • Ability to efficiently manage multiple initiatives simultaneously

  • Strong interpersonal relationship, team building, collaboration and objective facilitation skills

  • Strong verbal and written communication skills

  • Manage relationship between tier 1 VAR and Seattle Genetics

Education:

  • Bachelor's degree in IT or related discipline preferred
  • 10+ years IT operational support experience
  • 7+ years of experience managing IT customer support operations (help desk/service desk/desktop) with 10+ staff

As the leading employer in our industry in the Pacific Northwest, Seattle Genetics is proud to offer a competitive total compensation package as well as a comprehensive benefits program designed to support the whole lives of our employees and their families. Benefits include medical, vision and dental coverage, group and supplemental life insurance, 401(k) with company match, tuition reimbursement, relocation assistance and much more. To learn more about Seattle Genetics, please visit www.seattlegenetics.com.

Seattle Genetics is an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, age, gender identity, sexual orientation, color, religion, sex, marital status, national origin, protected veteran status, disability status, or any other status protected by federal, state, or local law.


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Service Desk Sr. Manager

Seattle Genetics