Sr. Specialist, IT Service Delivery & Infrastructure

Looking for a chance to make a meaningful difference in the oncology space? Taiho Oncology is on a mission: to improve the lives of patients with cancer, their families, and caregivers. Our “People first” approach means we also highly value our employees, who work relentlessly to help execute our mission. Taiho’s success is founded on ensuring we always act with accountability, collaboration, and trust.

By following these guiding principles, we earn and maintain the confidence of patients, the global healthcare community, collaborators and partners, and each other. Together, we are working on cutting‑edge science and growing our portfolio and pipeline across a range of tumor types to address the ongoing and evolving needs of patients. Advanced technology, a world‑class clinical development organization, and state‑of‑the‑art facilities: these and other resources empower us to innovate and touch the lives of more and more patients.

It’s our work, our passion, and our legacy. We invite you to join us. Hybrid Employee Value Proposition:
Play a key role in service‑excellence and hands‑on infrastructure at Taiho Oncology’s Pleasanton, CA office. Support the Service Desk and escalations, manage Intune/DUO and endpoint security, build KPI reporting and knowledge‑bases, and provide smart‑hands support on core network gear. Make a visible impact in a role that blends operations, security, and mentorship.

The Sr. Specialist, IT Service Delivery & Infrastructure Services will supervise and coordinate with the Level 1 (Service Desk) and directly provide Level 2 (Desktop Support) services & support to clients (internal, field and lab) and ensure that service levels are achieved. They will be responsible for ensuring the support team is meeting and exceeding expectations in regard to performance metrics and that standards and processes are followed.

In addition, the individual will provide hands‑on support for network switches, servers, firewalls and wireless access points.

• Supervise & coordinate off‑site Service Desk which includes overseeing all reported requests, incidents and problems.
• Builds and manage the escalation process for urgent tickets and outages.
• Admin for DUO Multifactor Authentication application.
• Coordinates iPhone & iPad database & configurations using Intune (MDM).
• Coordinates urgent and complicated support issues across a multidisciplinary team.
• Manage all licenses associated with laptops, Intune, Symantec & Desktop Central.
• Determine root cause of issues and communicate appropriately with internal and field/remote‑based employees/contractors.
• Build and maintain library of training material for support staff.
• Build and implement strategies to transition more activities to the service desk.
• Develop process to ensure the service desk system is the single source of truth and service delivery channel for IT.
• Monitor and manage iPhone & iPad / ticket queue (participating in escalated calls as needed).
• Work with vendors to ensure positive interactions and ongoing support of IT operations.

• Listen to recorded calls to identify additional opportunities for improvement.
• Provide data and reporting of KPI’s and trends to IT department and others in weekly and monthly meetings and as needed.
• Review survey feedback to improve services, tools and support experience.
• Oversee knowledgebase repository and ensure top quality solutions are available to the service desk to quickly and consistently support callers.

• Provide asset management database administration throughout the lifecycle of recorded TOI assets.
• Perform initial setup of computer equipment for new users and configure workstations to meet departmental guidelines and ensure consistent onboarding experience.
• Identify, evaluate and solve end‑user workstation software or hardware problems, at desk side or remotely, as reported through the service desk ticketing system with expediency and high quality.
• Create and provide regular refresh of software images for all workstations.
• Utilize console administration tools to maintain data and device security (Symantec, Computrace, etc.).
• Monitor…