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.
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
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
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.