Manager, IT Service Desk - Conshohocken, United States - Immunocore Limited

Description

About the Company

Immunocore (


NASDAQ:
IMCR) is a pioneering, commercial-stage T cell receptor biotechnology company whose purpose is to develop and commercialize a new generation of transformative medicines which address unmet patient needs in oncology, infectious diseases and autoimmune disease. Our leaders in R&D are internationally recognised as some of the biotech industry's most successful drug developers.

We are creating not just an environment where great minds can interact but an innovation powerhouse answering the big questions.

Focused on delivering first-in-class biological therapies to patients, we have developed a highly innovative soluble TCR platform.

Our ImmTAX molecules underpin a new generation of precision engineered drugs that harness the immune system to treat a broad spectrum of diseases with high unmet medical need, including oncology, infectious diseases and autoimmune diseases.

We strive to create a diverse and inclusive workplace, while seeking talented individuals to work with us across the many functions that will allow us to deliver new medicines to transform the lives of patients.

You will work with outstanding people who together pioneer the research, development and commercialization of bi-specific TCR therapies.

We aim to create an environment where individual contributions and initiatives can be maximized, while fostering a culture of collaboration, based on respect and integrity.

We want each individual employee to own their career, as part of high-performing teams, and in the context of on-the-job and formal continuous development and training, as well as constructive feedback.

We always strive to identify ways to improve what we do and how we do it, by asking questions, voicing opinions, exploring various approaches and staying connected with healthcare professionals, patients, academia and other key partners.

Key Responsibilities
Key Responsibilities

Responsible for ensuring the effective management of the IT Service Desk and all the services provided by that function.

Provide the relevant knowledge and skills to advise the IT Service Desk Analysts & other technical resources on resolving issues & requests.

To drive improvements in customer experiences and customer interactions with the Service Desk.

To Improve the overall efficiency of the team by implementing Knowledge Base articles integrated with AI/ML to offer suggested solutions.

KEY RESPONSIBILITIES
Supervising the IT Service Desk team, agreeing timescales for delivery & providing support to achieve this.

Liaising with IT colleagues, who provide 3rd and 2nd line support, on current projects. Managing technical escalations internally & externally as required.

Ensuring change control follows ITIL processes. Ensuring project deployment follows ITIL processes or other agreed best practices.

Maintaining awareness of tickets & their status within the IT Service Desk system, ensuring optimum management with the resource available.

Handling business re-prioritisations and customer escalations (including complaints) where necessary. Reviewing customer feedback and following up as required.

Reviewing operating procedures to ensure efficiency and suggesting/implementing changes.

To understand SOX requirements within the team. To ensure everyone is following internal account procedures as required. Assist with audits as required.

Providing input to decisions around hiring & conducting performance reviews for the Service Desk team with direction from management as required.

Assisting with career development and training within the team.

Accurately managing & maintaining details of issues or service requests, including categorisation and priority within the IT service desk system.

Liaising with 3rd parties (Companies, contractors and visitors), to enable the successful delivery of IT tasks (e.g. ensuring Audio Visual equipment is deployed & works correctly; third party services such as phone management are handled efficiently; IT services are procured, delivered, monitored & supported effectively, etc).

Specifically working with an outsourced IT Support partner. Managing contracts, purchase orders and timesheets as required.

Ensuring that the Service Desk team are resolving tickets in the correct technical manor. Provide guidance on best practise as required.

Recording, reporting and enhancing service level agreement (SLA) statistics on a regular basis.

Providing communication status updates to the user base during incidents and problems.

Ensuring all projects are delivered on time and to budget, logging the progress of the projects, ensuring the integrity of data and resolving any issues which may arise.

Other

Additional administration tasks on user account creations, such as managing permissions to groups / folders outside the scope of IT Service Desk team.

Responsible for identifying, purchasing, deploying & managing user IT and Audio Visual equipment.

Ensuring knowledge of systems and equipment is kept up to date.

Assisting new hires and less experienced staff to become familiar with laboratory practices and processes.

Provide "how to" assistance & documentation on all internally supported devices, applications and systems.

Budget management for the IT Service Desk team & user IT equipment.


PERSON SPECIFICATION
Experience & knowledge

Essential

Minimum of 5 years' experience with providing resolutions to first & second-line support issues along with managing a team of IT Service Desk Analysts.

Experience with installing, maintaining, diagnosing and fixing issues with (for example) desktop operating systems, business application and Microsoft Windows & Office packages.

Worked to provide solutions to complicated IT issues, such as fixing computers and AV equipment.

Worked within an active directory structure administrating users / groups / policies.

Minimum of 5 years' experience with customer-facing roles in a pressurised environment.

Desirable

Experience of dealing with sensitive information.

Presentation skills, having presented to senior (non-technical) business stakeholders.

Worked to archive company data.

Education & qualifications

Essential

HND in IT technology or equivalent.

ITIL v3 foundation qualification.

Experience in a management / team leader role.

Desirable

Degree in computer science or scientific degree and relevant computing experience in a technical environment.

Additional ITIL v3 qualifications or other IT Service qualifications.

Other

The role-holder may be required to travel internationally on an irregular basis.

#J-18808-Ljbffr