IT Technical Support Manager

AstraZeneca•Gaithersburg, MD

2d•Onsite

About The Position

You will be responsible for the end user experience and delivery of end user IT services. You will perform the day-to-day onsite IT activities so that Customer Effectiveness, Service Excellence and Campus IT objectives are met. You will be accountable for ensuring the ‘effective delivery’ of Corporate IT EUS (End User Services) services to our global customers through the Global ‘AskIT’ service (an enhanced end user support service on key sites Tech/Genius Bar) and the effective delivery of Deskside support services. You will manage a team of onsite engineers who will be delivering various tasks such as incident and/or demand management, ‘AskIT’ (including customer service), being the point of contact for the central teams, process adherence, service improvements and satisfaction measures, Asset management and stock inventory of any IT equipment on site to support Joiners, Movers and Leavers processes. AstraZeneca is a place to innovate, take ownership and run with it – with countless opportunities to learn and grow your career. You get to craft your path, but there’s support all the way.

Requirements

Experience of working in an ITIL and Lean focused environment
Strong technical knowledge in onsite deskside support technologies
Demonstrated leadership capability and experience of leading teams in a complex global organization
The desire to achieve and always maintain the highest level of customer experience
Ability to influence strategically and persuade tactfully to obtain desired outcomes while maintaining effective, positive, organizational relationships
Drive future innovation and continuous improvement
High School Diploma

Nice To Haves

Knowledge and experience of ServiceNow is desirable

Responsibilities

Task and service management of the onsite team including AZ Employees and third-party engineers within a matrix organization.
Produces and analyses management reports to allocate work and report on KPI trends
Resolves customer escalation in a timely manner to avoid disruption and minimize business impact
Ensure AskIT SOP is followed, managing team to achieve KPI’s.
Ensure team have the right skills, review and maintain skills on a regular basis.
Ensure process and work instruction documentation is in place and up to date.
Provide input into Security and compliance audits. Complete subsequent actions in a timely manner
Ensure Team meets SLA performance targets. Report and manage KPI targets, Open ticket age & updates, MTTR, Re-assignment count.
AskIT RAG status · Maintain & improve Customer satisfaction levels
Line manages and lead an onsite team, including recruitment, developing people to achieve goals and ensuring a Great Place to Work
Proactively engage and influence cross-functional stakeholders internally and externally, and build strong alliances to leverage and promote optimised utilisation of data, information and knowledge