Manager, IT Support Engineering - Support Services

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.
 

Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact.
 

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together.
Job Description
 

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.

RESPONSIBILITIES:

• 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 Service Desk the single source of truth and service delivery channel for IT

• Manages vendor relationships to ensure effectiveness of daily operational needs

• Contributes to shared knowledge content

• Contribute and collaborate on the service transition process to ensure that the specialized Service Desks can support new systems / applications when moved from project / hyper care phase

• Works closely with ServiceNow delivery team to participate in testing, process design, training and so on to ensure the specialized Service Desks are involved, consulted and utilize the technology to the fullest when appropriate.

• Supports new / updated IT initiatives and existing IT operations in the assigned area to address business needs and maintain IT operations as needed

• May provide input into the technical roadmap for the assigned area to ensure the IT support perspective is incorporated

• May conduct meetings with internal customers to diagnose technical needs or issues

• As needed, supports user acceptance testing (UAT) and user training

• May participate in governance, risk, and compliance activities relevant to assigned business area and/or other IT workstreams

• Where applicable, manages vendor deliverables associated with own work

• May participate in post-project-implementation sessions to conduct value affirmation and determine any future actions

REQUIREMENTS:

We are all different, yet we all use our unique contributions to serve patients. Please see the following for the qualifications and skills we seek for this role.

Minimum Education & Experience

• 10+ years’ relevant experience with High School Diploma or equivalent

• 8+ years’ relevant experience with AA

• 6+ years’ relevant experience with BS / BA

• 4+ years’ relevant experience with MS / MA / MBA

• Computer Science, or related discipline is preferred 

• Significant IT help desk or related experience in a corporate or other relevant business environment.  Significant experience providing Tier 1 IT services support

• Business process engineering and project management experience is preferred

• IT experience in support of business areas in life sciences is preferred

NOTE: Years of experience may not apply outside of the U.S.

Knowledge & Other Requirements

• Demonstrates expertise in one or more technology environments and ability to support IT projects at the functional or enterprise-level

• Thorough knowledge of IT support services principles, practices and tools in a business / corporate environment, including SLAs and ticketing processes and procedures

• Demonstrates understanding of design and solution development methods, the Project Execution Process, and the fundamentals of requirement specification, design and development, configuration, and testing of business systems / applications

• Knowledge of best practices in IT or related project management

• Demonstrate knowledge of Agile and proven abilities to apply Agile methodologies to support IT solutions to meet business needs and objectives

• Knowledge of IT security, quality and risk management requirements relevant to assigned domain

• Understands future trends in IT

• Knowledge of or aptitude to learn regulatory requirements relevant to the biopharma industry

• Demonstrated ability to be a fast learner

• Demonstrated ability to be flexible and adaptable to change, and provide support/expertise where needed

• Proven analytical abilities with high attention-to-detail as demonstrated through past experiences and/or academic achievements

• Strong end user orientation, initiative and ability to work within and among teams to achieve a track record of delivering consistent results

• Solid knowledge and experience of Service Desk & Knowledge Management

• Solid knowledge and experience of current various technologies (software and hardware) that are found within a typical multi-national corporation

• Ability to manage customer services and expectations through strong process-orientation, measurement and continuous improvement while exercising good business judgment

• Ability to understand and clearly articulate technical (software and hardware) functionality, capabilities, principals of operations and issues/resolutions

• Prior experience in globally distributed, matrix / network environment

• Prior experience in deploying ITIL Framework

• Ability to communicate effectively (written and verbal) in dealing with internal and external customers as well as service, hardware and software vendors

• Experience and comfort in working at all levels within and among multiple, inter-dependent business and IT teams

• Self-motivated, Customer and Delivery focused. Ability to convey thoughts and ideas clearly and effectively in written and verbal form and have an aptitude for problem solving.

• Excellent verbal & written communication skills are essential. Will need to be able to translate information into clear, concise and unambiguous knowledge

• When needed, ability to travel

The salary range for this position is: $115,260.00 - $149,160.00. Gilead considers a variety of factors when determining base compensation, including experience, qualifications, and geographic location. These considerations mean actual compensation will vary. This position may also be eligible for a discretionary annual bonus, discretionary stock-based long-term incentives (eligibility may vary based on role), paid time off, and a benefits package. Benefits include company-sponsored medical, dental, vision, and life insurance plans*.

For additional benefits information, visit:

https://www.gilead.com/careers/compensation-benefits-and-wellbeing

* Eligible employees may participate in benefit plans, subject to the terms and conditions of the applicable plans.

For jobs in the United States:

Gilead Sciences Inc. is committed to providing equal employment opportunities to all employees and applicants for employment, and is dedicated to fostering an inclusive work environment comprised of diverse perspectives, backgrounds, and experiences. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, sex, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state and local laws. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact [email protected] for assistance.

For more information about equal employment opportunity protections, please view the 'Know Your Rights' poster.

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