Sr Manager IT End User Services

What Working at Hexaware offers:

Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed.

Hexaware provides access to a vast array of tools that enhance, revolutionize, and advance professional profile. We complete the circle with excellent growth opportunities, chances to collaborate with highly visible customers, chances to work alongside bright brains, and the perfect work-life balance.

With an ever-expanding portfolio of capabilities, we delve deep into and identify the source of our motivation. Although technology is at the core of our solutions, it is still the people and their passion that fuel Hexaware’s commitment towards creating smiles.

“At Hexaware we encourage to challenge oneself to achieve full potential and propel growth. We trust and empower to disrupt the status quo and innovate for a better future. We encourage an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together.”

We are always interested in, and want to support, the professional and personal you. We offer a wide array of programs to help expand skills and supercharge careers. We help discover passion—the driving force that makes one smile and innovate, create, and make a difference every day.

The Hexaware Advantage: Your Workplace Benefits

• Excellent Health benefits with low-cost employee premium.
• Wide range of voluntary benefits such as Legal, Identity theft and Critical Care Coverage
• Unlimited training and upskilling opportunities through Udemy and Hexavarsity

Position: Sr Manager IT End User Services

Location: Philadelphia, PA 19112

Hiring: Contract

We are seeking for Assoc. Director, IT End User Services to lead the Global delivery of IT services for the End User, Lab/Mfg. services, and Drive improvements for the User experience. This position will also have a responsibility to measure Service effectiveness across our global organization and local service delivery at our major sites for a 24x7 and shift based operation. Additionally, the person is accountable for the Third Party Managed Help Desk services. The person in this role will use their proven knowledge and experience to deliver, measure, and continuously improve help desk services for a dynamic biopharmaceutical business and for a manufacturing environment leveraging the ITIL framework.

Primary Responsibilities:

• Partner, collaborate, and develop strong working relationships with the various site and functional leaders to understand IT End User needs in support of local, corporate and functional objectives
• Proactively reach out to the client workforce to understand service effectiveness, manage service expectations and be the primary lead for communicating services, continuously improving the user experience, optimizing employee productivity, and providing best in class customer service
• Lead the support activities related to shift workers and the support needs for the Labs and Manufacturing areas for a productive support
• Serve as primary IT contact for the laboratory systems, ensuring both vendor and internal activities are on track through well-defined action plans and communication
• Lead a team to manage daily demand and delivery of services including inbound help desk requests, hardware and peripheral deployment, software installations, asset and Inventory management, onboarding, offboarding and white glove support
• Lead the office expansion projects and Conferencing and Collaboration strategies
• Effectively and efficiently deliver services through a combination of internal teams, external partners, service providers, operational processes, SLA’s, and metrics
• Timely Plan and Manage Budgets, Procurements and expenses for the team.
• Implement policies, procedures, automation, and controls for consistent deliver of high availability services in a cost-effective manner using proven methodologies such as the ITIL service framework
• Logically and quickly diagnose complex technical problems
• Develop a Self service and automation of processes for a better User Experience
• Constantly Communicate with users and manage Organizational Change management
• Leading Training efforts for Users, Shift Left and activities like New Hire Orientation for the full lifecycle for users
• Define, maintain and exceed the KPIs and Customer Satisfaction
• Support IT Collaboration systems for Tier 2 support and supporting Conferences, Audit, Meeting, and Events needs of the organization
• Ensuring Data Integrity of Lab systems.
• Mentor and Coach the global team
• Manage the Device inventory, builds and vulnerabilities
• Builds relationships with the business partners and users at all levels
• Anticipates problems, analyzes situations and provides solutions to complex problems with the necessary priorities, and presents the solution to the business partners.

Primary Qualifications:

• 8 plus years of experience in IT help desk roles with at least 4 years managing and leading a help desk for a geographically dispersed business; the ideal candidate will have 2 plus years of experience that includes managing support for global teams Minimum of 2 years of managing IT systems in a laboratory/automation setting in the pharmaceutical and biotechnology industry including knowledge and experience with GMP, quality systems and regulatory standards requirements in the pharmaceutical and biotechnology Ability to engage, collaborate and communicate effectively at all levels
• Strong experience using processes, SLA’s, and metrics to manage services and vendors
• Strong fundamental technical knowledge and Experience in supporting of Windows-based laptops, client software/apps, patching, Active Directory, and networking Demonstrated ability to manage a hybrid operation of internal employees and outsourced services
• Proven experience managing, mentoring, and coaching help desk personnel
• Highly organized, self-motivated, very efficient, and detailed orientated individual who can multi-task and achieve results via teamwork and using consultative approaches
• Ability to thrive/adjust in a multifaceted business environment where priorities can change quickly
• Ability to lift/move computer equipment weighing up to 50 Lbs.
• Able to don cleanroom garments and personal protective equipment (scrubs, gowning coverall, sterile boots, masks, gloves, goggles) aseptically and work in a clean room environment for extended periods of time
• Documenting process and procedures for a GxP environment

Preferred/Desirable Knowledge, Skills, and Experience:

• Lenovo using Windows for laptops, Intune for mobile device management, Okta for SSO/MFA, Crowdstrike and end point security solutions. IOS knowledge is a plus
• Practical knowledge of IT Service Management framework and/or ITIL concepts and practices with ServiceNow platform
• Certifications: Relevant technical certifications and ITIL
• Familiarity with pharmaceutical computer system validation, IT GxP best practices, systems supporting laboratory environments, and ITIL service management framework or equivalent
• Bachelor’s degree in Computer Science, Information Systems or equivalent