Manager, IT Support Engineering - Support Services

Manager, IT Support Engineering - Support Services

United States - Maryland - Frederick Information Technology Regular

IT Support Services is a core job family within Gilead's broader Information Technology (IT) group. IT Support Services supports Gilead operations by providing technical support across the organization in areas such as business systems / applications technical support to enable more efficient business operations. IT Support Services works closely with other IT partner functions to develop and maintain in-depth understanding of business needs and objectives in both business and technology realms.

IT Support Services also plays a critical role in supporting organizational launch of new or updated data, systems, applications, hardware, and other tools to meet business needs and expectations. This group stays abreast of dynamics and evolutions in their business and technical areas of assignment to proactively recommend future solutions or other opportunities to other IT partners.

As Manager, IT Support Engineering, you will serve as the primary support relationship manager for the KITE business unit and other specialized service desks, fostering strong partnerships and continuous improvement. You will follow policies, procedures, and service level agreements (SLAs) to provide IT support services to Gilead employees, contractors and teams for supported systems, applications, hardware, and other tools. You will typically provide day-to-day operational oversight of the specialized service Desks within the Enterprise Service Desk.

The Enterprise service desk is a managed service provided by a Vendor. You may act as team lead to Tier 1 dedicated service desk agents under the Vendor. You will work in close partnership with the Vendor Service Delivery Manager, the business and the Enterprise Service Desk Delivery lead. You will monitor incident and service request tickets for the specialized service desks.

You will act as escalation point for the specialized service desk and manage / co-ordinate urgent and complicated support issues. You will ensure the timely and appropriate completion of ticketing and other relevant technical documentation. You may act as a subject matter expert in projects to launch new or updated systems, applications, hardware, and other tools related to the specialized service desks.

You may also train and advise new or less experienced service desk agents in their support service responsibilities. You may participate in special projects to advance the capabilities, processes or tools used by IT Support Services. You will play a key role in supporting and modeling the culture within your team and the broader IT organization - a culture of high-performance, data-driven decision-making, value-driven prioritization, quality governance, and compliance.

• Serve as the primary support relationship manager for the KITE business unit and other specialized service desks, fostering strong partnerships and continuous improvement.
• Manage the support triage for KITE users and applications, ensuring timely and efficient resolution of incidents and requests.
• Responsibility for incident and service requests handled by the specialized service desks
• Monitor and enforce SLA compliance, driving performance excellence in Kite and the specialized service desks.
• Develop, maintain, and socialize knowledge articles to enhance support efficiency and self-service capabilities.
• Oversee and evaluate the performance of Managed Service Provider (MSP) resources aligned with KITE support and specialized service desks.
• Support and collaborate on service excellence by implementing best practices and process optimizations for incident management and service requests.
• Collaborate with cross-functional teams to enhance system reliability, performance, and user satisfaction.
• Provide insights and recommendations to leadership on support trends, risks, and opportunities for improvement.
• Collaborate and Implement methodologies to improve first call resolution; identifies recurring problems and recommend creative solutions.
• Measure and improve the performance of the specialized service desks through surveys, reports and frequent communication with end users
• Oversees solutions repository and ensures top quality solutions are available to the staff
• Advice leadership on situations that may significantly impact the business or requires additional support / escalation
• Works with the specialized service desks to ensure appropriate coverage during peak times
• Works with the Service Desk Trainer to build an effective training strategy that is delivered to service desk agents
• Ensures that the specialized service desks are compliant with all legal, regulatory, or otherwise mandated standard
• Coaches, trains and mentors Service Desk agents to ensure high levels of service quality and technician productivity; participate in management and staff development activities were appropriate; provide new hire orientation materials
• Works to make…