Jazz Pharmaceuticals

  • IT End User Support Manager

    Job Locations US-PA-Philadelphia
    Posted Date 1 month ago(10/31/2018 3:35 PM)
    Job ID
    2018-3930
    # of Openings
    1
    Category
    Corporate
  • Overview

    Jazz Pharmaceuticals is an international biopharmaceutical company focused on improving patients’ lives by identifying, developing and commercializing meaningful products that address unmet medical needs. We are continuing to expand our commercial product portfolio and our research and development pipeline in therapeutic areas that can leverage our unique expertise.


    Our therapeutic areas of focus include sleep and hematology/oncology – areas in which we have a deep understanding of the patient journey and a suite of products and product candidates to address critical needs.


    We are looking for the best and brightest talent to join our team.  If you’re looking to be a part of a company with an unwavering commitment to improving patients’ lives and being a great place to work, we hope you’ll explore our career openings and get to know Jazz Pharmaceuticals. 

    Position Profile

    Jazz Pharmaceuticals is an international biopharmaceutical company focused on improving patients’ lives by identifying, developing and commercializing meaningful products that address unmet medical needs. We are continuing to expand our commercial product portfolio and our research and development pipeline in therapeutic areas that can leverage our unique expertise.


    Our therapeutic areas of focus include sleep and haematology/oncology – areas in which we have a deep understanding of the patient journey and a suite of products and product candidates to address critical needs.


    We are looking for the best and brightest talent to join our team.  If you’re looking to be a part of a company with an unwavering commitment to improving patients’ lives and being a great place to work, we hope you’ll explore our career openings and get to know Jazz Pharmaceuticals. 

    Position Profile

    JOB DESCRIPTION

    Jazz Pharmaceuticals is seeking an experienced IT Desktop Support Lead to deliver first-rate customer service and technical guidance to our Philadelphia and Regional US offices. The Desktop Support Lead will assist with managing a team that is both customer service-oriented and technically adept in providing support to the business.

    RESPONSIBILITIES & REQUIREMENTS

    • Pursue user-impacting issues with the grit and determination needed to see them through to resolution.
    • Manage a high performing support team through mentorship, training, and direct feedback.
    • Assist to develop the technology strategy for user support in collaboration with the wider Infrastructure Operations team.
    • Use data to find trends and drive continuous improvement through collaboration with your  peers in all areas of Core IT.
    • Effectively communicate with internal and external stakeholders on a regular basis regarding progress on projects, performance and potential business risks.
    • Establish and manage relationships with our end users, vendors and suppliers primarily in Philadelphia and regional US offices.
    • Provide "Tier 2" technical support for escalated tickets, lead troubleshooting efforts for complex technical issues across Jazz Philadelphia, US Fields Sales and regional US offices.
    • Collaborate and lead desktop support team in Philadelphia to meet expected service levels and exceptional user experience.
    • Promote highest possible levels of customer satisfaction, duties include championing operational excellence initiatives involving the continued maturing of ITIL-based processes.
    • Be proficient in ServiceNow to monitor, trend and report on incident and request management queues and prioritize daily workload within the Jazz Philadelphia, US Fields Sales and regional US offices.
    • Contributes to departmental goals by accomplishing related duties as required.

    EDUCATION & EXPERIENCE:

    • 3-5 years’ experience in technical user support for Windows desktop platforms with preferred experience in team leadership/management responsibilities, coordinating coverage, allocating resources, and managing performance and service levels
    • Experieince with leading/meantoring others on a formal/informal basis
    • Experience in installing, configuring, and troubleshooting desktop technologies such as hardware (laptops, desktops), operating systems (Windows), mobile devices (iOS, Android), conference room A/V, printers, and peripherals.
    • Experience with imaging, virus scanning, Endpoint encryption, desktop backup utilities, and remote support technology.
    • Experience with ITIL Fundamentals – incident management, problem management, change management, asset management and request fulfilment using ITSM - enterprise level ticketing systems. (ServiceNow)

    COMPETENCIES

    • Exceptional customer service and conflict resolution skills.
    • Excellent written and verbal communication with dexterity communicating with technical and non-technical users
    • Experience in direct management of 3rd party IT services staff.
    • Experience in collaboration  working in enterprise environments that include multiple site locations.

    Jazz Pharmaceuticals is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any characteristic protected by law.

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