Alexion Pharmaceuticals, Inc. · 4 hours ago
IT Technical Support Manager
Gaithersburg, Maryland, United States of America
Full-time
Onsite
Mid, Senior LevelAlexion Pharmaceuticals, Inc. is seeking an IT Technical Support Manager to oversee the end user experience and delivery of IT services. The role involves managing a team of engineers to ensure effective delivery of end user services, incident management, and maintaining customer satisfaction.
BiotechnologyHealth CareMedicalTherapeutics
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
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
Alexion Pharmaceuticals, Inc.
Alexion, AstraZeneca Rare Disease is focused on pioneering new possibilities for the rare disease community.
Founded in 1992
1001-5000 employees
H1B Sponsorship
Alexion Pharmaceuticals, Inc. 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 (49)
2024 (57)
2023 (51)
2022 (29)
2021 (27)
2020 (17)
Funding
Current Stage
Public CompanyTotal Funding
$5.8M2020-12-12Acquired
1999-02-12Post Ipo Equity· $5.8M
1996-02-29IPO
Leadership Team
Frederic Chereau
SVP, Strategy and Business Development
Imran Shakur
Director, IRT and Technology Lead
Recent News
bloomberglaw.com
2025-12-20
Company data provided by crunchbase