Senior Specialist 1, Information Technology Service Desk Lead

Halozyme Therapeutics • Princeton, NJ

10d

About The Position

Save time and apply through your LinkedIn account. Click the Apply with LinkedIn button and your LinkedIn profile will be imported into our site. In order to move forward, you will need to create an account. Your password must be eight characters long, contain at least one special character, one capital letter and a number. We look forward to discovering your talents. Welcome to an inspired career. At Halozyme, we are reinventing the patient experience and building the future of drug delivery. We are passionate about the important work we do and constantly strive to do more. We embrace transformation and work hard to innovate for the future. We do this together, as One Team - we rise by lifting others up and believe in the power of working together for the collective win. That's why we need you—to help us make a significant impact by taking on increasingly complex challenges, leaping beyond the status quo, advancing our mission and making our One Team culture thrive. Join us as a Senior Specialist 1, Information Technology Service Desk Lead, and you'll be part of a culture that welcomes diversity, thinks differently to solve problems, works collaboratively as one team, and delivers meaningful innovations that impact people's lives. How you will make an impact The IT Service Desk Lead is responsible for overseeing day-to-day service desk operations while driving continuous improvement of IT Service Management (ITSM) processes. This role ensures high-quality user support, effective incident and request management, and alignment with ITIL best practices to improve service delivery, efficiency, and user satisfaction.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or equivalent with 5+ years of IT support experience (An equivalent combination of experience and education may be considered)
• Strong understanding of ITSM and ITIL frameworks
• Hands-on experience with ITSM tools
• Proven experience driving process improvement initiatives

Responsibilities

• Lead, mentor, and develop Service Desk analysts to ensure consistent, high-quality support
• Manage daily service desk operations, including ticket queues, escalations, and workload balancing
• Act as the primary escalation point for complex incidents and service disruptions
• Ensure SLAs, OLAs, and KPIs are met or exceeded
• Own and continuously improve ITSM platform and processes including, Incident Management, Request Fulfillment, Problem Management, and Knowledge Management
• Identify process gaps, inefficiencies, and root causes using ticket data and trend analysis
• Design, document, and implement process improvements aligned with ITIL best practices
• Drive automation and self-service initiatives to reduce ticket volumes and improve resolution times
• Define and maintain dashboards and reports on service desk performance
• Ensure service desk operations follow internal policies, security standards, and regulatory requirements

Benefits

• Full and comprehensive benefit program, including an Employee Stock Purchase Program and 401(k) matching.
• Opportunities to grow in a culture that prioritizes learning, development and progression through in-house programs and tuition reimbursement.
• A collaborative, innovative team that works as one to amplify your impact—on your career, the work you do and patients' lives.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 251-500 employees