- Lead the IT Support Services Team including global help desk, end user hardware/software, on-boarding, off-boarding, IT orientation, AV Studio.
- Build, develop, and motivate a high-performing IT Support team across multiple regions. Foster a culture of collaboration, continuous improvement, and exceptional customer service.
- Provide leadership for the IT support team, including hiring, training, mentoring, and performance evaluation.
- Ensure high-quality customer service and timely resolution of IT issues for employees. Effectively collaborate with cross-functional teams and business functions across different regions.
- Develop and implement IT policies, procedures, standards, and best practices.
- Oversee the IT budget, inventory, contracts, and vendor relationships.
- Play a key role in successfully running live broadcasts of town halls, special events, and other critical communications.
- Drive the vision and strategic direction for IT Support services, aligning with overall business goals and anticipating future needs.
- Operational excellence: Ensure efficient and cost-effective delivery of IT Support services, implementing best practices and optimizing processes.
- Technical expertise: in-depth knowledge of IT hardware, software, infrastructure and troubleshooting methodologies.
- Metrics and reporting: Establish key performance indicators (KPIs) to measure team performance and service effectiveness. Regularly report on progress and identify areas for improvement.
- Vendor management: Oversee relationships with external IT vendors/managed services ensuring cost management, optimal service delivery and technical expertise.
- Innovation: Stay current on the latest IT trends, innovations, and solutions for the biotech industry. Explore new technologies, test and learn and introduce innovative solutions for Insmed.
Qualifications - Bachelor's degree in Computer Science, IT, or related field or 10+ years of experience leading and managing a Global IT Support team within a growing biotech or pharma company.
- Must have extensive experience with a scaling organization and developing process and systems to support.
- Must be organized with a strategic mindset for growth and scale-able solutions.
- Proven track record of driving operational excellence and implementing process improvements.
- Strong technical knowledge of IT infrastructure, hardware, software, and troubleshooting methodologies.
- Excellent customer service skills and a demonstrated ability to build positive relationships with diverse stakeholders a must.
- Experience working in a global environment and collaborating effectively across different regions and cultures.
- Experience supporting live broadcasts and high-profile events.
- Strong communication, interpersonal, and leadership skills.
- Ability to work independently and as part of a team.
- Proficient in hardware, software and Apple, MS Office Suite, familiarity with project management tools.
Travel RequirementsUp to 20% travel, both domestic and/or international, with periods of 50% and more travel.
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Salary Range
Insmed takes into consideration a combination of candidate's education, training, and experience as well as the position's scope and complexity, the discretion and latitude required in the role, and external market and internal value when determining a salary level for potential new employees.
The base salary range for this job is from $165,000.00 to $231,667.00 per year
Compensation & BenefitsWe're committed to investing in every team member's total well-being, now and in the future. We offer a competitive total-rewards package to all employees around the world, including:
- Flexible approach to where and how we work
- Competitive compensation package including bonus.
- Stock options and RSU awards
- Employee stock purchase plan
- 401(k) plan with company match
- Professional Judgment Vacation Policy
- 11 paid holidays per year and Winter Break (typically between Christmas and New Year's Day). ADDITIONAL U.S. BENEFITS:
- Medical, dental, and vision plans
- Company-provided short- and long-term disability plans
- Company-provided life insurance
- Unique offerings of pet, legal, and supplemental life insurance
- Flexible spending accounts for medical and dependent care
- Accident and Hospital Indemnity plans
- Supplemental AD&D
- Employee Assistance Program (EAP)
- Mental Health on-line digital resource
- On-site, no-cost fitness center at our U.S. headquarters
- Paid time off to volunteer
Additional InformationInsmed Incorporated is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Unsolicited resumes from agencies should not be forwarded to Insmed. Insmed will not be responsible for any fees arising from the use of resumes through this source. Insmed will only pay a fee to agencies if a formal agreement between Insmed and the agency has been established. The Human Resources department is responsible for all recruitment activities; please contact us directly to be considered for a formal agreement.
Applications are accepted until the position is filled.
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Director IT Support Services - Bridgewater, United States - Insmed Incorporated
Description
Company Description
Insmed is a global biopharmaceutical company on a mission to transform the lives of patients living with serious and rare diseases. Our most valuable resource is our employees, and everything we do is motivated by a patients-first mentality. We are dedicated to growing our team with talented individuals from around the world who are willing to challenge the status quo, solve problems, and work collaboratively with a sense of urgency and compassion.
Guided by our core values of collaboration, accountability, passion, respect, and integrity, we aim to foster an inclusive, diverse, and flexible work environment, where our employees are recognized for leaning in and rolling up their sleeves. If you share our vision and want to work with the most dedicated people in the biopharma industry, come to Insmed to accelerate your career.
Recognitions
Named Science's Top Employer in 2021, 2022, and 2023 Insmed is dedicated to creating a collaborative environment where our team can thrive. Every day, our employees turn their passion for science and research into innovative solutions for patients. That's why we were named the No. 1 company to work for in the biopharma industry in Science's Top Employers Survey for two years in a row. A Certified Great Place to Work We believe our company is truly special, and our employees agree. In July 2023, we became Great Place to Work-certified in the U.S. for the third year in a row. We are also honored to have been listed on the Best Workplaces in BiopharmaTM, Best Workplaces in New YorkTM, and Best Workplaces for MillennialsTM lists.
Overview
The Information Technology team is pushing boundaries in technology, innovation and customer service. We're a passionate, collaborative IT team dedicated to Insmed's mission, and we're seeking a skilled and dynamic individual to lead our IT Support Services team. As Director, IT Support Services, you'll play a key role in ensuring a seamless and efficient technology experience for our global workforce. You'll lead a team across the US, Europe, and Japan, providing strong technical support, proactive problem-solving, and strategic direction.
Responsibilities
Additional representative responsibilities will include, but not necessarily be limited to, the following:
