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Associate Director, IT Head of End User Services

Sarepta Therapeutics, Inc.

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Cambridge, MA
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Job Description

As posted by the hiring company

Job Overview:

The Associate Director, IT End User Services directs IT efforts for global help desk, desk-side services, and inventory management for technology assets. In this position, you will oversee help desk support to ensure that the End User Services team is responding to user questions and problems, assist on-site IT personnel to maintain servers, devices, desktops, peripherals, and telecommunications hardware and software. The Associate Director, IT End User Services provides global support to our six U.S. locations and international employees to advance our portfolio of genetic medicine for rare diseases.

This position requires a person with strong leadership skills in the areas of professional customer service, computer, networking, and application troubleshooting. This includes proposing and managing budget for IT projects, approval of expenditures and management of IT staff resources. They will partner with other IT teams, Facilities, and HR to enable Sarepta’s mission.

Primary Responsibilities Include:

  • Oversee the management of and act as an escalation point for requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
  • Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
  • Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT.
  • Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
  • Work closely with other functional leads in IT to ensure a collaborative support structure
  • Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience.
  • Drive strategic assessments including vendor selections; oversee vendor work quality and productivity while managing vendor relationships and contracting.
  • Perform other related duties as assigned.

Desired Education and Skills:

  • Bachelor's degree in Management Information Systems or a related field.
  • Minimum of 8 years of experience in Information Technology with extensive day-to-day IT operations experience;
  • Experience of system implementation & validation within a biopharma environment.
  • Intermediate technical knowledge and troubleshooting of computer servers and workstations, printers, VOIP telephones, and laboratory systems
  • Professional experience serving in a management and leadership role within an information technology service function or business process consultant.
  • Demonstrable experience overseeing planning, delivery and maintenance of a portfolio of business-critical computerized solutions on time and on budget.
  • Vendor management experience including vendor due diligence, contracting, and performance management.
  • Fosters partnerships and contracts which result in competitive investment for Sarepta and maximizes the efficiency of vendor performance.
  • Working knowledge of the system design lifecycle, IT project management and development of validation/qualification documentation within a regulated environment, including financial management for projects and operations.
  • Strong interfacing and collaboration skills with both technical and non-technical colleagues including IT contractors/developers, business stakeholders and customers, vendors/suppliers, at all levels including senior management and board level.
  • Strong interpersonal, communication, and telephone skills to ensure excellent customer service
  • Proven people skills in managing large IT staff in a matrixed environment with shifting priorities.
  • Ability to handle a dynamic environment, be self-motivated and proactive
  • Intermediate knowledge of ServiceNow, the Microsoft Office 365 Suite and Microsoft Teams

This position requires work on site at one of Sarepta’s facilities in the United States. Candidates should be aware that Sarepta currently maintains a policy requiring all US-based employees to be fully vaccinated against COVID-19 in order to work on site. Newly hired employees must be vaccinated prior to their employment start date. Sarepta is an equal opportunity employer and will provide a reasonable accommodation to those unable to be vaccinated where it is not an undue hardship to the company to do so as provided under federal, state, and local law.

Candidates must be authorized to work in the U.S.

Sarepta Therapeutics offers a competitive compensation and benefit package.

Sarepta Therapeutics is an Equal Opportunity/Affirmative Action employer and participates in e-Verify.