Associate Director, IT Service Desk Operations

We are seeking an experienced and dynamic IT Operations Associate Director to lead our multisite Service Desk operations. The IT Service Desk Operations Associate Director plays a critical role in our IT Service Management (ITSM) operation as the IT Operations Associate Director, you will be responsible for leading the seamless operation of the Service Desk and overseeing all technological aspects within the department. This role entails mentoring, motivating, and guiding the team to deliver exceptional customer service in a timely and efficient manner. This will play a pivotal role in maintaining professionalism, fostering employee growth, and ensuring efficient IT Service Management practices. Leveraging data-driven insights, the IT Operations Associate Director drives operational improvements throughout the organization, all while adhering to budgetary controls and financial reporting for the service operations.

We are an output focused, high velocity, world-class IT organization.

Responsibilities:

• Oversight of the day-to-day operations of an Enterprise Service Desk Team supporting over 5000+ users including the following areas:
• User onboarding/offboarding
• Endpoint Management
• Support Services
• Manages MSP / Vendor ensuring SLAs are met with a focus on customer satisfaction.
• Responsible for developing short and long-term strategies to automate activities where appropriate.
• Employing Shift Left methodologies to execute the work at the appropriate support level.
• Collaborates with IT Management on planning, monitoring, and supporting technology needs.
• Monitors the deployment of applications, systems software, products, and/or enhancements to existing applications.
• Establish and enforce inventory procedures so that inventory is tracked through its entire lifecycle.
• Identifies trends and makes recommendations for service improvements.
• Analyze daily, weekly, and monthly operational metrics and make recommendations for continuous improvement of core functions.

Required:

• BS/BA degree in Business, Information Systems or Computer Science or related discipline and/or a minimum of 5 years related work experience.
• 7+ years managerial experience with an IT Service Desk focus.
• Will have worked at an enterprise level company and have managed a large Service Desk.
• Experience planning and leading IT Service Desk process implementation and/or experience planning and leading continual improvement of existing processes.
• Experience working with the pharmaceutical industry systems, manufacturing, and processes.
• 5+ years of experience with ServiceNow ITSM suite.
• ITIL 4 Certification
• Strong leadership skills to inspire, motivate and guide team members toward common goals are essential for maintaining team morale and productivity.
• Excellent time management skills and the ability to balance multiple assignments and deadlines in a fast-paced environment.
• Adept at identifying problems, analyzing situations, and coming up with innovative solutions.
• Strong customer service and problem resolution skills. Skilled in working with executives.
• Strong attention to details.
• Strong written and verbal communication abilities.

Travel:

• 5%-10%

Competencies
Accountability for Results - Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change.
Strategic Thinking & Problem Solving - Make decisions considering the long-term impact to customers, patients, employees, and the business.
Patient & Customer Centricity - Maintain an ongoing focus on the needs of our customers and/or key stakeholders.
Impactful Communication - Communicate with logic, clarity, and respect. Influence at all levels to achieve the best results for Otsuka.
Respectful Collaboration - Seek and value others’ perspectives and strive for diverse partnerships to enhance work toward common goals.
Empowered Development - Play an active role in professional development as a business imperative.

Come discover more about Otsuka and our benefit offerings;