End User Services & Service Site Lead

Title:

End User Services & Service Site Lead

Company:

Ipsen Bioscience, Inc.

Job Description:

The IT Support and Services Site Lead delivers all information technology (IT) support and service capabilities for Ipsen Cambridge campus in the context of Ipsen’s global IT strategy. As a leader, reporting directly to the Regional IT Service Delivery Manager, the scope of this role includes ensuring the execution of IT support and operating standards that are required to support the driven culture at Ipsen.

This role will implement, maintain and support various business systems and technical solutions to improve company work-flow, production, efficiency and effectiveness. Focus will be placed on customer facing technology systems, projects, and metrics, enabling our Ipsen customers in the Cambridge campus to work efficiently. Experience managing projects and delivering on key support metrics is a must.

This position’s principle goal is to manage customer IT support, to exceed our service levels, achieve our service objectives and to provide superior service satisfaction to the user community. 

Main responsibilities and tasks

Support and Service Delivery

• Provide advanced level 2 support for office and field-based employees. Relies on experience and judgement to plan and accomplish site wide IT goals.  Performs a variety of complicated tasks using a wide degree of creativity and latitude to meet the customer’s expectations.

• Coordinates work performed by IT and internal customers/partners for all site level projects. Follows all globally defined standards including documentation, implementation, and reporting.

• Is accountable for Ipsen IT support delivery KPI’s & SLA’s including end users & VIP’s satisfaction.

• Builds relationships with customers by understanding their technical needs to research, develop, and recommend unique value you add improvements to the workspace environments.

• Is a leader of the onsite support activities, ensuring all SLA’s and a high degree of customer satisfaction is met by the team.  

• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups.

Support and Services delivery

• Provide a high level of responsiveness to business needs, addresses and report quickly requests made by the Business and act accordingly in case of major incident or service unavailability

• Have a very high attention to end user satisfaction, details, quality focus and responds promptly to opportunities for improvement, including VIP’s with ability and experience interacting with executives at every level.

• Champion a customer-service culture within the IT team and develop a strong relationship, between the business functions and Ipsen employees.

• Provide end user awareness and/or trainings and continual development

Project Management

• Identify technology gaps through trusted relationships with the business.

• Design, implement, monitor projects for the Cambridge Campus.

• Work with cross functional, global teams to enhance IT innovation brought to the global business.

• Meets or exceeds on a comprehensive set of metrics and Key Performance Indicators (KPIs) for performance and quality.

• Manage escalations from level 1 IT support teams to ensure quick resolution and customer satisfaction.

• Report on the improvement of the IT Support and Services for the Cambridge campus.

Experience / Qualifications

• The ideal candidate will have 5 years of experience in IT Support and Services delivery with at least 1 year supporting company VIPs.   

• Hands on experience with Microsoft operating systems and server applications (AD, Group Policies, Exchange, SharePoint, SQL), server, desktop and laptop hardware, server virtualization, desktop management, backup/recovery, Cisco networking, voice and data communication and other related technologies.

• High-energy work ethic, ability to be tactical, drive changes and deliver results.

• Proven experience or demonstrated capabilities in providing IT Support in complex and very dynamic environments.

• Ability to work on cross-functional teams to deliver support solutions.

• Excellent verbal and written communication skills, including the ability to explain a crisis, to other technical teams and IT managers.

• Excellent capabilities to communicate to end users

• Knowledge of ITIL v3 and project management methodology

• Ability to build a strong partnership inside and outside the direct team.

• Able to understand appropriate regulatory or statutory compliance, including GxP, GDPR, data privacy.

• Extensive application support experience with Microsoft Office, MS Teams, Web browsers, collaboration tools, etc.

• Experience working with a ticket system, ServiceNow a plus.

• Experience supporting Cisco video conferencing equipment

IPSEN is an equal opportunity employer that strictly prohibits unlawful discrimination. We recruit, employ, train, compensate, and promote without regard to an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.