Technical Operations Manager for IT Support

7 days ago

San Francisco, California, United States USDM Full time

About USDM Life Sciences

USDM Life Sciences is a leading consulting company with 20+ years of experience helping heavily regulated biotech, medical device, and pharmaceutical companies accelerate growth through GxP technologies.

We possess deep domain knowledge and technology expertise in life sciences business processes, setting us apart from others. From strategy to implementation and adoption, we have delivered thousands of GxP projects globally.

As part of the USDM team, you will work with cutting-edge technologies through our partnerships with companies like Microsoft, Google, Oracle, DocuSign, Box, and many more. You will help connect technology, people, and data in new ways to generate real-time insights and improve business outcomes for USDM's clients.

Founded in Santa Barbara in 1999, USDM has grown into a progressive, global company with 300+ remote employees and offices throughout the US, Canada, and Germany.

Job Description

USDM is seeking an experienced Service Desk Manager to support our client. The Service Desk Manager is responsible for receiving assignments in the form of objectives and determining how to best use resources to meet schedules and goals.

  • Work on issues of diverse scope where analysis of situation or data requires evaluation of variety of factors, including an understanding of current business trends.
  • Follows processes and operational policies in selecting methods and techniques for obtaining solutions.
  • Ensure users are provided with exemplary support on a 7x24 basis.
  • Define and create a business case for and hire the teams responsible for providing end user support and the systems required to provide this support.
  • Ensure all Desktops are kept up to date with all required security patches and operating system updates.
  • Monitor the problem management database and provide the required resources to the teams to ensure timely resolution of problems.
  • Maintain a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels.
  • Ensure that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
  • Ensure accurate and adequate spare parts inventory exists at all locations.
  • Act as advisor to subordinate(s) to meet schedules and/or resolve technical problems.
  • Stay informed with new developments of industry practices and technologies.
  • Identify existing/potential problems, recommend solutions and help to implement approved solutions.
Additional Responsibilities
  • Occasionally interact with corporate partners and outside vendors.
  • Participate in regulatory inspections and internal audits.

A strong interpersonal, communication, and negotiation skills - both oral and written.

Able to work effectively in diverse cross-disciplinary teams.

Must be able to demonstrate good customer service, people, and management skills.

Must be able to demonstrate skills in areas of leadership, teamwork, planning/scheduling, problem analysis/resolution and document management.

Must be able to adhere to strict project timelines and budgets, and to advise teams and management of impacts and changes to project timelines resources and budgets.

Education & Certifications
  • Bachelor's degree in Computer Science, Information Systems, Systems Engineering, Management Information Systems or relevant discipline is preferred.
Estimated Salary Range:

$56-$76 per hour

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