Desktop Operations Manager

About AbbVie
AbbVie’s mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people’s lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women’s health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

Direct line supervision of technical resources. Drive performance and quality for continuous improvement and is the escalation point for issues and client relationship management.

Responsibilities :

• Manages the Desktop team include planning, hiring and budgeting as appropriate.
• Manages the relationships with business stakeholders. Escalates higher profile issues to IT management as needed
• Provides leadership for the team and conducts annual PEx reviews, growth planning, and mentoring.
• Act as an escalation point for technical and non technical issues, including client issue escalation. Works directly with client management to resolve issues.
• Monitors metrics to ensure SLAs,OLAs are being met and takes corrective actions as needed
• Monitors metrics, activities and issues to come up with service improvements. Creates proposals and business cases with options to submit to management and client groups.
• Responsible for ensuring team members are trained,no delinquencies, in compliance with corporate policies and procedures.
• Works independently without direction for day to day activities. Manages through most client and techincal issues. Decisions that impact the group. Highly complex work activities covering technical, financial and quality aspects and contributing to formulation of IT strategy. Work involves creative application of wide range of technical and / or management principles. Impacts the performance of a group of technicians and the clients that they support.

Qualifications

• Bachelor's Degree with 7 years of experience
• Experience in managing Desktop Technical teams
• Experience on Industry Standard ticketing system ( Servicenow, Remedy, etc )
• Pharma experience preferred

Significant Work Activities
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Travel
Yes, 5 % of the Time
Job Type
Experienced
Schedule
Full-time
Job Level Code
M
Equal Employment Opportunity
At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.