Manager, End User Support in Bernards, NJ at DSI

Date Posted: 2/10/2018

Job Snapshot

Job Description

Join a Legacy of Innovation 110 Years and Counting!

Daiichi Sankyo, Inc. is the U.S. subsidiary of Daiichi Sankyo, Co., Ltd. The Company currently markets therapies in hypertension, dyslipidemia, diabetes, acute coronary syndrome, thrombotic disorders, stroke risk reduction, opioid-induced constipation, IV iron therapy and metastatic melanoma.

Job Summary

The Manager, End User Support, will manage day to day operations of the Help Desk and End User Support vendor ensuring all Service Level Agreements are being met. Create service desk performance reports and distribute for analysis. Manage inventory and procurement of technology related equipment for entire DSI end user community, including Basking Ridge and San Diego offices, in addition to Field Sales remote staff. Provide first and second level end user support and hardware repair for escalated incidents related to corporate offices and field management. This role is the primary point of contact for our 3rd party vendor’s Help Desk Operations, oversees the performance of the vendor, and acts as the liaison between Daiichi Sankyo and the vendor.

Responsibilities

Oversee the daily operations of the Help Desk, desktop support, and hardware vendor(s) that provide 1st level support to DSI. This role is accountable to ensure that all end users can use the client computing platform and corresponding information systems to perform business-critical functions in all DSI locations throughout the US, including Basking Ridge and San Diego offices, as well as Field Sales remote staff.

Accountable for the vendors’ performance and ensures that service levels are met based on the contract. Acts as the liaison between Daiichi Sankyo and the vendor(s) to manage service expectations, escalations, and resolve issues. Perform daily management of staff augmentation and/or employees performing end user support related functions.

Responsible for filling the role of Incident Management Process Manager. Ensure that standard methods and procedures are used for efficient and prompt incident response, analysis, documentation, ongoing management, and reporting. Increase visibility and communication of incidents to business and support staff. Enhance business perception of IT through use of a professional approach in quickly resolving and communicating incidents when they occur. Align incident management activities and priorities with those of the business.

Responsible for the development and execution of end user support specific projects to meet corporate objectives. Engage functional leaders and 3rd party vendors for the development and implementation of 1st-level support models for department-specific applications on internal and hosted platforms. Performs testing of new applications against standard client platform to ensure compatibility with existing standards.

Responsible for acting as Knowledge Manager for articles required by our support team in order to field calls from end users efficiently. Ensure accuracy and timeliness of knowledge items, review on an ongoing basis for continual improvement, retire or replace obsolete knowledge articles as needed.
Lifting and transporting of moderately heavy objects, such as servers and network hardware that could be 50lbs or greater. Domestic travel required to cross-train with other DSI staff and support meetings and events.

Qualifications

Successful candidates will be able to meet the qualifications below with or without a reasonable accommodation

Education/Experience

Bachelor’s Degree from an accredited college or university preferred; a minimum of 5 years of experience in IT End User Support required

Minimum 5 years IT Support or related experience required.
Minimum 3 years of experience as a supervisor of an end user support team required.

Experience with hardware and software problems in networking environments, with the ability to provide end user support and instruction applicable for area of assignment.

Minimum of 5 years of experience in Windows products.
Experience in troubleshooting remote access issues and hardware (laptops and printers).

Field support experience not required but preferred.
Strong knowledge of general client support technologies required. A+/Network+/MCP or other helpdesk related certifications a plus.

Experience with ITIL framework, processes, and supporting toolsets.

Daiichi Sankyo, Inc. is an equal opportunity/affirmative action employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.