Head of IT Support Services

Who We Are

Verily is a subsidiary of Alphabet that is using a data-driven approach to change the way people manage their health and the way healthcare is delivered. Launched from Google X in 2015, our purpose is to bring the promise of precision health to everyone, every day. We are focused on generating and activating data from a variety of sources, including clinical, social, behavioral and the real world, to arrive at the best solutions for a person based on a comprehensive view of the evidence. Our unique expertise and capabilities in technology, data science and healthcare enable the entire healthcare ecosystem to drive better health outcomes.

Description

Verily Life Sciences, an Alphabet company, is conducting a search for an experienced and highly qualified Head of IT Support Services. This position leads a group of customer service specialists, access administrators, and field technicians who represent IT and work closely with end-users to enable their use of technology. Their objective is to delight end-users' interaction with Verily’s technology solutions from original deployment through problem resolution.

Reporting to the Director of IT, the Head of IT Support Services will evolve this department via a transformation of currently provided managed services from Google to in-house, and oversee the daily operations of the IT support service department.  Additionally, this leader will be responsible for scaling out the organization via a 3rd party provider to ensure overall SLA’s and MTTR are met.

Responsibilities

• Supervise the daily operations of the IT support service department, ensuring that SLA’s are met and/or exceeded. Propose budgets for the department’s services and internal departmental investments; and manage the budget.
• Create excellent customer service, access administration and field technicians services organizations distinguished by reliability, efficiency and premier customer satisfaction.
• Continually evolve and improve these services based on strategies for these IT service lines of business; create and maintain a knowledge database for customer service and support. Implement the organization’s vision within the department and contribute to the implementation of the vision throughout IT.
• Collaborate cross functionally with the IT PMO, VMO and AppEng teams to deliver best of class services. 
• Hire, guide, develop, inspire and retain a talented team of IT support professionals.

Qualifications

Minimum Qualifications:

• BA/BS Degree in a technical field with 10+ years experience in information technology leadership positions, and/or functional experience in business.
• Experience in setting up an outsourced customer service organization, establishing SLA’s and driving increased CSAT.
• A track record of working collaboratively and productively with business partners and cross-functional stakeholders.
• Experience, compatibility and/or familiarity with “running IT like a business” in a complex SaaS environment.

Preferred Qualifications:

• Leadership skills.
• A passion for customer service.
• ITIL certification or equivalent experience.
• Excellent written, verbal communication and stakeholder management skills.
• Time management skills.
• Problem-solving skills.

The US base salary range for this full-time position is $148,000 - $236,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

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Why Join Us

Build What’s Vital.

At Verily, you are a part of something bigger. We are a diverse team of builders innovating at the intersection of health and technology—united by a shared spirit of curiosity, resilience and determination to make better health possible for all. This builder mindset means your fingerprints will be on the work that shapes the future of health. 

Fulfilling our precision health purpose starts with the health of our Veeps, which is why we offer flexibility, resources, and competitive benefits to support you in your whole-person well being. 

Our culture reflects the behaviors that stem from living our values every