Roivant · 5 hours ago
Service Desk Lead
New York, NY
Full-time
Hybrid
Senior Level, Lead/Staff
$180K/yr - $195K/yr
10+ years expRoivant is a biopharmaceutical company that aims to improve the lives of patients by accelerating the development and commercialization of medicines that matter. The Service Desk Lead will elevate and transform the global Service Desk organization, focusing on redefining IT onboarding, support, and driving automation to enhance employee experience.
BiopharmaBiotechnologyHealth CarePharmaceuticalProduct Research
Responsibilities
Lead & Inspire Service Desk Team: Provide strategic direction and leadership. Build a culture of accountability, collaboration, and exceptional service while defining clear career paths and growth opportunities. Ensure balanced coverage aligned to business needs
Run the Service Desk: Defined ownership, a service roadmap, and measurable outcomes
Drive a Self-Service and Automation Mindset: Champion an automation-first approach that eliminates repetitive work and accelerates service delivery
Leverage GenAI for Transformation: Lead the adoption of Generative AI to transform IT support, from ticket deflection to intelligent resolution
Build and Own the Service Catalog: Partner with IT leadership to define, maintain, and evolve a comprehensive service catalog with clear, measurable SLAs. Continuously enhance the catalog through automation, AI integration, and employee feedback
Champion Knowledge & Digital Self-Service: Continue to build on the world-class knowledge base Wiki, so it continues to remain a central hub for high-quality documentation and self-help resources. Reduce inbound tickets through proactive problem identification and scalable self-service enablement
Be Customer Zero: Lead by example to proactively diagnose and resolve issues
Measure What Matters: Define KPIs, build executive dashboards, and present insights on service quality and team performance. Use analytics to guide investment decisions, identify systemic issues, and improve outcomes across IT
Manage service request fulfillment processes for routine IT needs, including hardware provisioning, software installations, account management, and access permissions
Mentor and develop a team of service desk analysts, fostering technical skills, customer service excellence, and adherence to best practices
Evaluate emerging technologies and industry trends to continuously enhance service desk capabilities
Oversee budgeting, vendor relationships, and procurement for service desk tools and resources
Qualification
Required
10+ years of IT experience leading a Service Desk in fast-paced, high-touch, high-growth environments
Mentor who develops leaders, builds high-performing teams, and fosters a customer-first service culture
Expert at using ITSM metrics and analytics to identify trends, guide strategy, and measure outcomes
Strong knowledge of ITIL and modern service management practices, with demonstrable experience applying
Experience applying product management principles within IT, including roadmap planning, service ownership, and iterative delivery
Expertise in service delivery, ITIL frameworks, and IT change management
Solid understanding of multi-OS environments (Windows, Mac, ChromeOS) and network/system troubleshooting
Ability to define, track, and communicate KPIs that drive accountability and improvement
Skilled at transforming IT support functions, scaling globally, and building a culture of innovation and continuous improvement
Experience managing multi-channel IT support delivery models (phone, chat, email, ticketing, in-person services), ensuring high service levels and consistency across channels
Proven leadership ability to mentor, develop, and retain high-performing technical support teams, fostering professional growth and customer service excellence
Excellent communication and stakeholder engagement skills, with a proven ability to collaborate effectively across academic, research, and administrative departments
Experience with restructuring the way we handle our inventory
Preferred
Familiarity with Okta, M365, Kandji, Intune, and SaaS lifecycle management vendors
Benefits
Discretionary bonuses
Equity
Company-sponsored benefit programs
Company
Roivant
Roivant aims to improve health by rapidly delivering innovative medicines and technologies to patients.
201-500 employees
H1B Sponsorship
Roivant has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
2023 (8)
2022 (10)
2021 (8)
2020 (4)
Funding
Current Stage
Public CompanyTotal Funding
$2.47BKey Investors
SoftBank Vision FundViking Global InvestorsQVT Financial
2023-02-02Post Ipo Equity· $230M
2022-11-08Post Ipo Equity· $150M
2021-10-01Post Ipo Equity· $200M
Leadership Team
Matthew Gline
Chief Executive Officer
C
Celine Chan
Chief Information Security Officer
Recent News
MarketScreener
2025-12-19
MarketScreener
2025-12-18
2025-12-12
Company data provided by crunchbase