Senior Manager, IT Support Services

Supernus Pharmaceuticals•Rockville, MD

7d•$130,000 - $150,000

About The Position

Supernus Pharmaceuticals is an award-winning biopharmaceutical company with more than 30 years of experience in developing and commercializing products that treat central nervous system (CNS) diseases. At Supernus, we develop innovative products that help treat neurological and psychiatric conditions. We currently have 8 products in the market that are making a real impact on patient outcomes. Job Summary: The Senior Manager, IT Support Services, is responsible for leading and managing a team of IT Support Services personnel, overseeing daily operations and improving processes to meet Service Level Agreements (SLAs) and organizational goals, ensuring high levels of customer satisfaction. This role will be responsible for setting team goals, managing staff performance, training, and development, and handling escalated technical issues associated with various IT platforms. The Senior Manager of IT Support Services will also lead and oversee all IT support elements.

Requirements

Bachelor's degree in information technology, computer science, or comparable IT Certifications and a minimum of seven years of experience.
Strong knowledge of ITIL frameworks, service management principles, and an incident and service request ticketing system.
Proven ability to lead a team in a fast-paced IT environment.
Capable of leading innovative initiatives, process improvement, & standardization in the IT Department.
Deep working knowledge of supporting and maintaining Microsoft Windows 11 and Windows-compatible applications in an enterprise environment.
Knowledge of core technologies, including but not limited to Active Directory, WAN/LAN/Wi-Fi, Core Networking, Cloud Services, Video Conferencing fundamentals, and printing.
Hands-on experience setting up and troubleshooting mobile devices.
Experience with Endpoint Client Security software.
Ability to occasionally work beyond core business hours.
Strong time management, analytical, and problem-solving skills.
Ability to translate technical issues for non-technical audiences.
Ability to work independently and as part of a team and maintain high ethical standards of integrity and quality.
Ability to have an innovative and dynamic approach to work.
A self-starter able to work independently but comfortable working in a team environment.
Ability to consistently exhibit Supernus Values in interactions with employees at all levels of the organization, vendors, customers and others.
Capable of performing other duties as assigned by Management.
Authorized to legally work in the United States without visa sponsorship.

Nice To Haves

Previous experience in a leadership position is a plus.

Responsibilities

Develop and implement support strategies, policies, and procedures aligned with departmental and organizational goals.
Monitor ticketing system to ensure incidents and requests are prioritized, resolved, and documented according to established SLAs.
Serve as the escalation person for other support services team members, working closely with the team to resolve problems and provide mentoring.
Analyze performance metrics and user feedback to identify trends and improvement opportunities.
Oversee the onboarding of new personnel from an IT standpoint.
Collaborate with the IT Infrastructure, Security, and Applications teams to escalate and resolve complex technical issues.
Manage vendor relationships and technology tools supporting IT support services operations (ticketing system software, remote support, etc.).
Establish and maintain Key Performance Indicators (KPIs) dashboards and monthly reports for leadership review.
Maintains accurate asset inventory, end-to-end asset management process, and accessible information database with automated, on-demand management reporting.
Troubleshoot, diagnose, and resolve high-level technical hardware and/or software issues.
Drive initiatives to enhance customer satisfaction, automation, and self-service capabilities.
Ensure compliance with IT governance, data privacy, and security policies.
Maintains technical knowledge base documentation on the installation of software, configuration of hardware, and problem troubleshooting.
Schedule and proactively manage regular hardware and software upgrades for employees.
Install, test, and configure personal computer devices, peripheral equipment, and software.
Identify and implement improvements in procedures and processes.
Other responsibilities and projects assigned.
Provides leadership and management in an effective manner consistent with Company Values towards defined Corporate Objectives.
Understands Company Policy and procedure to be able to guide direct reports appropriately.