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AstraZeneca · 2 hours ago

IT Technical Support Manager

US - Gaithersburg - MD

Full-time

Onsite

Mid, Senior Level

AstraZeneca is a leading pharmaceutical company, and they are seeking an IT Technical Support Manager to oversee end user IT services. The role involves managing a team of onsite engineers, ensuring effective delivery of IT services, and maintaining high levels of customer satisfaction.

BiopharmaBiotechnologyHealth CareMedicalPharmaceuticalPrecision Medicine

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Task and service management of the onsite team including AZ Employees and third-party engineers within a matrix organization

Produces and analyses management reports to allocate work and report on KPI trends

Resolves customer escalation in a timely manner to avoid disruption and minimize business impact

Ensure AskIT SOP is followed, managing team to achieve KPI’s

Ensure team have the right skills, review and maintain skills on a regular basis

Ensure process and work instruction documentation is in place and up to date

Provide input into Security and compliance audits. Complete subsequent actions in a timely manner

Ensure Team meets SLA performance targets. Report and manage KPI targets, Open ticket age & updates, MTTR, Re-assignment count

AskIT RAG status · Maintain & improve Customer satisfaction levels

Line manages and lead an onsite team, including recruitment, developing people to achieve goals and ensuring a Great Place to Work

Proactively engage and influence cross-functional stakeholders internally and externally, and build strong alliances to leverage and promote optimised utilisation of data, information and knowledge

Qualification

ITIL experienceDeskside support technologiesLeadership experienceServiceNow knowledgeInfluencing skillsContinuous improvement driveCustomer experience focus

Required

Experience of working in an ITIL and Lean focused environment

Strong technical knowledge in onsite deskside support technologies

Demonstrated leadership capability and experience of leading teams in a complex global organization

The desire to achieve and always maintain the highest level of customer experience

Ability to influence strategically and persuade tactfully to obtain desired outcomes while maintaining effective, positive, organizational relationships

Drive future innovation and continuous improvement

High School Diploma

Preferred

Knowledge and experience of ServiceNow is desirable

Company

AstraZeneca

Glassdoor4.1

AstraZeneca is a pharmaceutical company that discovers, develops, manufactures, and markets prescription medicines. It is a sub-organization of Investor.

Founded in 1999

Cambridge, Cambridgeshire, GBR

10001+ employees

https://www.astrazeneca.com

H1B Sponsorship

AstraZeneca 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

2021 (2)

2020 (11)