Associate Director, IT End User Services


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Gaithersburg, MD

Job Description

As posted by the hiring company

Job Overview:

**Except where prohibited by applicable state law, this position requires that you be fully vaccinated against COVID-19 unless you need a reasonable accommodation or qualify for an exemption.**

If you find science, speed, and success exhilarating, you have come to the right place.

Novavax, Inc (Nasdaq:NVAX) is a biotechnology company that creates transformational vaccines that address some of the world’s most pressing infectious diseases.  We have more than a decade of experience contending with some of the world’s most devastating diseases, including COVID-19, seasonal influenza, RSV, Ebola, MERS, and SARS. Hard-won lessons and significant advances illustrate that our proven technology has tremendous potential to make a substantial contribution to public health worldwide.

Our scientists are committed to developing vaccine candidates for some of the world’s toughest viral threats by utilizing the power of our innovative recombinant nanoparticle vaccine platform.  Our vaccine technology combines the power and speed of genetic engineering with the immunogenicity enhancing properties of our Matrix-M™ adjuvant to efficiently produce highly immunogenic particles targeting some of the most pressing viral infectious diseases.

Novavax, Inc. is headquartered in Gaithersburg, Maryland with additional facilities in Uppsala, Sweden and Bohumil, Czech Republic.

Summary of the Position:

Novavax is seeking a full-time Associate Director, IT End User Services to manage and direct all activities of our end user support and end user computing services, including the team members performing those services. This person will be responsible for first-tier phone support and desk-side support across the company. This person will develop End User Services (EUS) roadmaps and strategy, manage EUS SLAs, and advance the function to meet quickly shifting business requirements in a rapidly growing, dynamic environment. This role requires a high level of technical proficiency and requires an individual with executive presence and strong communication skills. The Associate Director, IT End User Services reports to the Vice President, IT Shared Services.

Responsibilities include, but are not limited to:

  • Manage day-to-day End User Services (EUS) operations, including tier-1 phone support, escalations, ITSM disciplines, vendor management, and total cost of ownership.
  • Manage EUS personnel, including Service Desk tier-1 phone support and tier-2 and -3 support technicians.
  • Manage the onboarding, off-boarding, and training compliance for our 3rd-party vendors supporting end user technologies.
  • Maintain vendor support agreements and maintenance budget for end user technologies, procure end user client software, review and approve associated invoices, and manage maintenance renewals.
  • Manage support vendor resources based on performance compliance to pre-established metrics.
  • Develop, document, and measure EUS-associated KPIs for internal team(s) and vendors.
  • Provide foundational support and training for the consistent and best practice usage of ITIL disciplines in support of Novavax’ end user computing capabilities.
  • Understand and initiate high-level troubleshooting processes for end user computing technologies including PC hardware, virtual desktops, MS Office applications, security agents/tools, various client applications, and application performance on these devices.
  • Oversee conference room support and maintenance, including audio/video equipment and end user documentation, training, and day-to-day support.
  • Manage Microsoft 365 license allocations, reservations, and Enterprise Agreement.
  • Ensure that SLAs are developed to meet business expectations and continually measure for compliance.
  • Maintain hardware and software asset inventories.
  • Oversee all US EUS capabilities, working closely to align with EUS counterparts in Sweden, Czech Republic, and other locations as they come online.
  • Manage after-hours support when needed.
  • Establish and maintain intra- and inter-department relationships and partnerships.
  • Perform any EUS task as needed in cases of unavailable staff, etc.
  • Act as technical escalation point within EUS.

Minimum Requirements:

  • Bachelor's Degree with a minimum of 10 years of applicable IT experience.
  • 5 years of experience managing people of varying levels.
  • Experience building and maturing phone-based Service Desk function as well as desk-side support function.
  • Experience in a technology capability oversight role supporting end user PCs, collaboration tools, and associated hardware and software.
  • Experience leading an end user computing function supporting PCs, Windows/Mac operating systems, application deployment, file and print services, Active Directory move/add/change, and Microsoft 365 tools and apps.
  • Experience with vendor performance management, including development and monitoring of SOWs and deliverables, SLA compliance, and general vendor relationship management.
  • Strong and professional verbal and written communication skills, along with the ability to effectively communicate and present to different audiences such as senior leadership, cross-functional business groups, or technical staff.
  • Well-developed skills in presentation building and process mapping.
  • Deep knowledge of and experience with collaboration and conflict resolution.

Novavax offers a base salary, annual bonus, equity grants, professional career development/growth opportunities, and a comprehensive benefits package including medical, dental, vision, Rx, STD, LTD, Life, Optional Life, 401(k) plan.

Equal Opportunity Employer/Veterans/Disabled

Novavax is an equal employment opportunity employer. Employment and advancement opportunities are available to all individuals on an at-will basis, regardless of their race, color, national origin, religion, ancestry, citizenship status, military or veteran status, sex, sexual orientation, gender identity or expression, age, marital status, family responsibilities, pregnancy, disability, genetic information, protective hairstyle, or any other characteristic protected by applicable federal, state, or local law.