Associate Director, IT Service Desk Operations

We are seeking an experienced and dynamic IT Operations Associate Director to lead our multisite Service Desk operations. The IT Service Desk Operations Associate Director plays a critical role in our IT Service Management (ITSM) operation as the IT Operations Associate Director, you will be responsible for leading the seamless operation of the Service Desk and overseeing all technological aspects within the department. This role entails mentoring, motivating, and guiding the team to deliver exceptional customer service in a timely and efficient manner. This will play a pivotal role in maintaining professionalism, fostering employee growth, and ensuring efficient IT Service Management practices. Leveraging data-driven insights, the IT Operations Associate Director drives operational improvements throughout the organization, all while adhering to budgetary controls and financial reporting for the service operations.

We are an output focused, high velocity, world-class IT organization.

Responsibilities:

• Oversight of the day-to-day operations of an Enterprise Service Desk Team supporting over 5000+ users including the following areas:
• User onboarding/offboarding
• Endpoint Management
• Support Services
• Manages MSP / Vendor ensuring SLAs are met with a focus on customer satisfaction.
• Responsible for developing short and long-term strategies to automate activities where appropriate.
• Employing Shift Left methodologies to execute the work at the appropriate support level.
• Collaborates with IT Management on planning, monitoring, and supporting technology needs.
• Monitors the deployment of applications, systems software, products, and/or enhancements to existing applications.
• Establish and enforce inventory procedures so that inventory is tracked through its entire lifecycle.
• Identifies trends and makes recommendations for service improvements.
• Analyze daily, weekly, and monthly operational metrics and make recommendations for continuous improvement of core functions.

Required:

• BS/BA degree in Business, Information Systems or Computer Science or related discipline and/or a minimum of 5 years related work experience.
• 7+ years managerial experience with an IT Service Desk focus.
• Will have worked at an enterprise level company and have managed a large Service Desk.
• Experience planning and leading IT Service Desk process implementation and/or experience planning and leading continual improvement of existing processes.
• Experience working with the pharmaceutical industry systems, manufacturing, and processes.
• 5+ years of experience with ServiceNow ITSM suite.
• ITIL 4 Certification
• Strong leadership skills to inspire, motivate and guide team members toward common goals are essential for maintaining team morale and productivity.
• Excellent time management skills and the ability to balance multiple assignments and deadlines in a fast-paced environment.
• Adept at identifying problems, analyzing situations, and coming up with innovative solutions.
• Strong customer service and problem resolution skills. Skilled in working with executives.
• Strong attention to details.
• Strong written and verbal communication abilities.

Travel:

• 5%-10%

Competencies
Accountability for Results - Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change.
Strategic Thinking & Problem Solving - Make decisions considering the long-term impact to customers, patients, employees, and the business.
Patient & Customer Centricity - Maintain an ongoing focus on the needs of our customers and/or key stakeholders.
Impactful Communication -Communicate with logic, clarity, and respect. Influence at all levels to achieve the best results for Otsuka.
Respectful Collaboration - Seek and value others' perspectives and strive for diverse partnerships to enhance work toward common goals.
Empowered Development - Play an active role in professional development as a business imperative.

Come discover more about Otsuka and our benefit offerings; https://www.otsuka-us.com/careers-join-otsuka.

Statement Regarding Job Recruiting Fraud Scams

At Otsuka we take security and protection of your personal information very seriously. Please be aware individuals may approach you and falsely present themselves as our employees or representatives. They may use this false pretense to try to gain access to your personal information or acquire money from you by offering fictitious employment opportunities purportedly on our behalf.

Please understand, Otsuka will never ask for financial information of any kind or for payment of money during the job application process. We do not require any financial, credit card or bank account information and/or any payment of any kind to be considered for employment. We will also not offer you money to buy equipment, software, or for any other purpose during the job application process. If you are being asked to pay or offered money for equipment fees or some other application processing fee, even if claimed you will be reimbursed, this is not Otsuka. These claims are fraudulent and you are strongly advised to exercise caution when you receive such an offer of employment.

Otsuka will also never ask you to download a third-party application in order to communicate about a legitimate job opportunity. Scammers may also send offers or claims from a fake email address or from Yahoo, Gmail, Hotmail, etc, and not from an official Otsuka email address. Please take extra caution while examining such an email address, as the scammers may misspell an official Otsuka email address and use a slightly modified version duplicating letters.

To ensure that you are communicating about a legitimate job opportunity at Otsuka, please only deal directly with Otsuka through its official Otsuka Career website https://vhr-otsuka.wd1.myworkdayjobs.com/en-US/External.

Otsuka will not be held liable or responsible for any claims, losses, damages or expenses resulting from job recruiting scams. If you suspect a position is fraudulent, please contact Otsuka's call center at: 800-363-5670. If you believe you are the victim of fraud resulting from a job recruiting scam, please contact the FBI through the Internet Crime Complaint Center at: https://www.ic3.gov, or your local authorities.

Otsuka America Pharmaceutical Inc., Otsuka Pharmaceutical Development & Commercialization, Inc., and Otsuka Precision Health, Inc. ("Otsuka") does not accept unsolicited assistance from search firms for employment opportunities. All CVs/resumes submitted by search firms to any Otsuka employee directly or through Otsuka's application portal without a valid written search agreement in place for the position will be considered Otsuka's sole property. No fee will be paid if a candidate is hired by Otsuka as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.