Service Desk Lead

Join FUJIFILM Diosynth Biotechnologies in our new facility location - Thousand Oaks, California (FDBC)! The Service Desk Lead will serve as the lead for all service desk operations at the FDBC site. This person will provide strategic guidance and is responsible for the overall service delivery to the business. This role will actively manage multiple different vendors / contractors (both on-site and off-site) providing the day-to-day servicing of the IT help desk. Key areas include collaboration and productivity tools, mobility / telephony, end-user devices, software / asset management and overall service management.

External US

The work we do at FUJIFILM Diosynth Biotechnologies (FDB) has never been more important and we are looking for talented candidates to join us. We're growing our locations, our capabilities, and our teams, and looking for passionate, mission-driven people like you who want to make a real difference in people's lives. Join FDB and help create the next vaccine, cure, or gene therapy in partnership with some of the most innovative biopharma companies across the globe. Here, you'll work alongside and learn from some of the most dedicated scientists, engineers, and manufacturers in the industry.

At FDB, passion – what we call Genki – lives inside everything we do. It's within each of our employees, inside our technology, behind our science, fore to our manufacturing process and facilities, in our therapies and biologics, and central to the accomplishments we help make possible for our customers. It's the Genki inside FDB that unites us across sites, energizes our work together forward, and peoples us toward our shared purpose of advancing tomorrow's medicines, together.

The Service Desk Lead will be responsible for managing and leading Service Desk operations, providing direction to the vendors. The Service Desk Lead is also responsible for ensuring Service Level Agreement (SLA) and Key Performance Indicator (KPI) metrics are enforced and followed; they act as the liaison between our Service Desk vendor, Business Leadership and IT Leadership. In addition, the Service Desk lead provides and manages escalation support to ensure vendors execute on all deliverables. The Service Desk Lead will deliver Information Technology Infrastructure Library (ITIL) service operations processes of problem, change, configuration, incident, and release management.

Reports To:             IT Lead

Work Location:       Thousand Oaks, CA

Travel:                    Up to 10%

Primary Responsibilities:

• Manage technical support staff including level 1 support desk, ensuring all incidents are properly documented, tracked and resolution occurs within vendor SLAs.
• Responsible for ensuring operational process and procedures are being followed.
• Responsible for taking feedback and any escalations communicated by counterpart within the program leadership.
• Lead efforts in setting goals and objectives for the Service Desk operations organization.
• Facilitate the day-to-day management of problems/requests/issues.
• Identify and recommend areas that need to be addressed by new or streamlined procedures.
• Ensures Service Delivery organization performs follow up on incidents and escalations with customers as needed to ensure customer satisfaction.
• Ensure the Service Delivery team acquires customer specific skills and knowledge.
• Provide leadership and direction to the team as required. This includes training, evaluations, staffing, scheduling, time reporting and other HR issues, as appropriate.
• Maintain an informed status of operations by attending and briefing business meetings, as appropriate.
• Define and communicate roles and expectations to the Service Delivery team.
• Responsible for monitoring team performance and behavior, coaching, mentoring, and taking disciplinary action as appropriate.
• Develop and communicate necessary policies, procedures, standards, and processes that promote productivity and effective resource utilization.
• Manage Service Delivery operations through the FDB ServiceNow platform and work with the vendors to make necessary system configurations to improve service delivery processes.

Physical Demands: Subject to extended periods of sitting and/or standing, vision to monitor. Work is generally performed in an office or laboratory environment.

Qualifications:

• Bachelor's degree, or equivalent relevant work experience (Service Desk background).
• CompTIA Security+ certification required.
• ITIL certification preferred.
• 6+ years of experience including customer support or Service Desk.
• 3+ years of management experience, including coaching junior staff and managing vendors.
• Experience with an incident tracking system required, preferably ServiceNow.
• Understanding of Service Desk metrics and how they are applied to Operate / Supervise a service desk.
• Excellent customer service skills, communication and interpersonal skills.
• Strong Leadership skills.
• Ability to remain calm and courteous in periods of stress.
• Ability to work on several problems simultaneously.
• Ability to work with a broad range of experience levels.
• Organized/strong administrative skills.
• Basic operations and network skills.
• Ability to organize staff and supervise workload for maximum efficiency.
• Role model for company core values of trust, delighting our customers, Gemba, and Genki.

Join us!  FDB is advancing tomorrow's medicine, impassioning employees to chase the impossible and continually expand their potential.  We are a company of emboldened goal seekers – driven by an innate desire to better ourselves, our families, our workplace, our company, our community and the world at large.

FDBC is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation and any other status protected by state or federal law.

To all agencies: Please, no phone calls or emails to any employee of FUJIFILM about this requisition. All resumes submitted by search firms/employment agencies to any employee at FUJIFILM via-email, the internet or in any form and/or method will be deemed the sole property of FUJIFILM, unless such search firms/employment agencies were engaged by FUJIFILM for this requisition and a valid agreement with FUJIFILM is in place. In the event a candidate who was submitted outside of the FUJIFILM agency engagement process is hired, no fee or payment of any kind will be paid.