Manager, Service Delivery Engineer

Sumitomo Pharma • Marlborough, MA

58d • Hybrid

About The Position

We are currently seeking a dynamic, highly motivated, and experienced individual for the position o f Manager, S ervice Delivery Engineer . This person should have experience providing technical support in pharmaceutical/biotech GxP or other highly regulated facilities. A strong customer service mindset is the key to succeeding in this role. This person will play a lead role in ensuring ou r onsite Team is providing outstanding customer support, enhancing our Meeting Support program, and assisting in providing support at a L3 level, including to our Execut i ve Leadersh i p Team . This is an onsite opportunity, with the ability to work some days remote .

Requirements

• Build relationships with key internal and customer contacts .
• Maintain a c ustomer service first mindse t.
• Attentive problem solver
• Strongly motivated, well-organized, and shows professional initiative.
• Keen ability to recognize trends in incidents.
• Ability to clearly present complete problem details and propose recom m ended solutions to management.
• Understanding of importance of and compliance to Security and Compliance in IT environments.
• Skilled in Microsoft Teams Voice administration, SIP protocols, and legacy telephony systems.
• Ability to optimize voice traffic across LAN/WAN and ensure adherence to telecom regulatory requirements.
• Effectively maintain time management and prioritization responsibilities across operational support and project deliverables
• Understanding of MS Teams Meeting Room equipment
• Experience supporting Saas and Cloud Based applications
• BS in Information Technology or related field is preferred.
• 5 + years of experience working within a G x P or highly regulated environment with at least 2 years of management skills .
• Experience working with multi-tiered ticket handling/resolution systems .
• Knowledge of basic computer hardware, including Lenovo Laptops and docking station s required .
• Experience with desktop and server operating systems, including Windows 1 1 and Server 20 00 + .
• Applications: Office 365 expertise , Active Directory, OKTA, ability to learn new applications quickly
• Takes ownership of assignments, can work both independently and as part of the team .
• Ability to work in a fast-paced and challenging environmen t .
• Excellent organization skills with the ability to manage multiple tasks simultaneously .
• Exceptional written and oral communication skills .
• Ability to work responsibly with minimal supervision and with a sense of urgency while maintaining the proper judgement on when to inform management on an issue and escalate concerns or customer escalation s .
• Experience using an IT Service Management ( ITSM ) tool, preferably ServiceNow, for Incident and Problem management tracking .
• Experience working with Microsoft 365 and Intune preferred.
• Experience working with Active Directory and Azure Active Directory for u ser and group management .
• Fluent English .

Nice To Haves

• Crestron equipment experience a plus.

Responsibilities

• Provide Tier 2 and Tier 3 support to our users via onsite, phone, email, and computer chat .
• Field incoming requests to I nformation Technology via Service Management (ITSM) tool assignment group, e-mail, instant message, and in person to ensure courteous, timely and effective resolution of end user issues.
• Independently manage response to customers and management of your work ticket assignment.
• Investigate and resolve incidents by troubleshooting issues and identifying root causes including installing and upgrading software, provisioning and supporting hardware, and configuring systems and applications in person or utilizing remote desktop control tools, as .
• Evaluate and maintain documented resolutions and analyze trends for ways to prevent future problems.
• Provide Meeting Support to Executive Level team members utilizing outstanding customer service and strong experience supporting MS Teams conference rooms equipment .
• Alert the Service Delivery Team and M anagement to emerging trends in incidents.
• Identify opportunities for automation, and assist with the development of automation through systems and processes to address those opportunities
• Responsibilities will focus on technical support for a multi-location corporation (remote and in person as , including travel to Sales Meetings, if needed . )
• Supporting and troubleshooting equipment in corporate offices and for end users .
• Configure, maintain , and troubleshoot VOIP systems, including Microsoft Teams Voice, and manage legacy POTS lines for reliable telephony services.
• Collaborate with network teams to ensure QoS for voice traffic, perform number porting, and maintain compliance with E911 regulations.
• Perform preventative maintenance, including checking and servicing of workstations, printers, mobile devices, and peripherals (as defined by scope) .
• Abide by SLAs (Service Level Agreements) to manage end-user expectations .
• Perform post-resolution follow ups to help eliminate future request s .
• Available nights and weekends for on call rotations or emergencies .
• Travel 10% to other offices when .
• Ability to lift up to 50 lbs when .

Benefits

• opportunity for merit-based salary increases
• short incentive plan participation
• eligibility for our 401(k) plan
• medical, dental, vision, life and disability insurances
• leaves provided in line with your work state
• flexible paid time off
• 11 paid holidays plus additional time off for a shut-down period during the last week of December
• 80 hours of paid sick time upon hire and each year thereafter

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 51-100 employees