Service Desk Lead

Roivant•Ny, NY

59d•$220,000 - $235,000•Hybrid

About The Position

Roivant is a biopharmaceutical company that aims to improve the lives of patients by accelerating the development and commercialization of medicines that matter. Roivant advances its pipeline by creating nimble subsidiaries or "Vants" to develop and commercialize medicines and technologies. Since its inception in 2014, Roivant has achieved the following critical milestones in support of its vision:â¯built over 20 Vants; 11 consecutive positive Phase 3 trials; 8 FDA approvals; 5 successful IPOs; >$6B in capital raised; >$10B in global pharma partnerships and proceeds; and continued pipeline expansion across various modalities and therapeutic areas through in-licensing and acquisition of novel product candidates and technology platforms.â¯ In addition to a robust clinical stage pipeline, Roivant also incubates discovery-stage companies and health technology startups complementary to its biopharmaceutical business. To learn more about our story and company culture, please visit us at https://roivant.com/ Position Location: New York, NY - Hybrid Manager Title: Chief Information Officer Position Summary: We are seeking a hands-on leader to elevate and transform our global Service Desk organization into a strategic asset. This is not a typical "ticket-closing" role; it is a critical position focused on redefining IT onboarding, support, driving automation, expanding self-service, and harnessing Generative AI to deliver an improved employee experience. As an on-site leader, this role will serve as an ambassador for the larger IT organization. This role will partner across IT to build and mature the service catalog with defined and measurable SLAs, implement a data-driven strategy that improves support quality, reduces friction, and enables Roivant and Vant employees worldwide to rapidly deliver innovative medicines and technologies.

Requirements

Seasoned IT Leader: 10+ years of IT experience leading a Service Desk in fast-paced, high-touch, high-growth environments.
People Leader & Talent Builder: Mentor who develops leaders, builds high-performing teams, and fosters a customer-first service culture.
Data-Driven Decision Maker: Expert at using ITSM metrics and analytics to identify trends, guide strategy, and measure outcomes.
ITSM & Governance Expert: Strong knowledge of ITIL and modern service management practices, with demonstrable experience applying
Product Mindset: Experience applying product management principles within IT, including roadmap planning, service ownership, and iterative delivery.
Operational Excellence: Expertise in service delivery, ITIL frameworks, and IT change management.
Technical Proficiency: Solid understanding of multi-OS environments (Windows, Mac, ChromeOS) and network/system troubleshooting.
Data & Metrics Mastery: Ability to define, track, and communicate KPIs that drive accountability and improvement.
Change Leadership: Skilled at transforming IT support functions, scaling globally, and building a culture of innovation and continuous improvement
Experience managing multi-channel IT support delivery models (phone, chat, email, ticketing, in-person services), ensuring high service levels and consistency across channels.
Proven leadership ability to mentor, develop, and retain high-performing technical support teams, fostering professional growth and customer service excellence.
Excellent communication and stakeholder engagement skills, with a proven ability to collaborate effectively across academic, research, and administrative departments.
Experience with restructuring the way we handle our inventory

Nice To Haves

Bonus Skills: Familiarity with Okta, M365, Kandji, Intune, and SaaS lifecycle management vendors

Responsibilities

Lead & Inspire Service Desk Team: Provide strategic direction and leadership. Build a culture of accountability, collaboration, and exceptional service while defining clear career paths and growth opportunities. Ensure balanced coverage aligned to business needs.
Run the Service Desk: Defined ownership, a service roadmap, and measurable outcomes.
Drive a Self-Service and Automation Mindset: Champion an automation-first approach that eliminates repetitive work and accelerates service delivery.
Leverage GenAI for Transformation: Lead the adoption of Generative AI to transform IT support, from ticket deflection to intelligent resolution.
Build and Own the Service Catalog: Partner with IT leadership to define, maintain, and evolve a comprehensive service catalog with clear, measurable SLAs. Continuously enhance the catalog through automation, AI integration, and employee feedback.
Champion Knowledge & Digital Self-Service: Continue to build on the world-class knowledge base Wiki, so it continues to remain a central hub for high-quality documentation and self-help resources. Reduce inbound tickets through proactive problem identification and scalable self-service enablement.
Be Customer Zero: Lead by example to proactively diagnose and resolve issues.
Measure What Matters: Define KPIs, build executive dashboards, and present insights on service quality and team performance. Use analytics to guide investment decisions, identify systemic issues, and improve outcomes across IT.
Manage service request fulfillment processes for routine IT needs, including hardware provisioning, software installations, account management, and access permissions.
Mentor and develop a team of service desk analysts, fostering technical skills, customer service excellence, and adherence to best practices.
Evaluate emerging technologies and industry trends to continuously enhance service desk capabilities.
Oversee budgeting, vendor relationships, and procurement for service desk tools and resources.