Senior Manager, IT User Services

Job Description

Job Description

As a Senior Manager of IT User Services, you lead a team responsible for providing technical support and services to end-users, ensuring efficient service delivery while adhering to established SLAs and best practices.

You develop and implement strategies to enhance user satisfaction and optimize support processes, collaborating with other IT teams and stakeholders to understand user requirements and coordinate service delivery efforts.

Position Responsibilities :

• Oversee and manage local and outsourced IT support desk operations, ensuring seamless integration, adherence to service level agreements, and consistent delivery of high-quality technical assistance to end-users.
• Provide problem resolution to remote and onsite end-users, ensuring efficient and effective service delivery.
• Develop and implement strategies for enhancing user satisfaction, improving service quality, and optimizing support processes.

This involves analyzing user needs, assessing service performance, and identifying areas for improvement.

• Ensure that IT support services meet established service level agreements (SLAs) and adhere to best practices. This includes managing service requests, incidents, and escalations, and ensuring timely resolution of user issues.
• Mentor and develop your team members, providing guidance, training, and resources to enhance their technical skills and customer service capabilities.
• Collaborate with other IT teams, departments, and stakeholders to understand user requirements, coordinate service delivery efforts, and foster positive relationships.
• Stay informed about emerging technologies, trends, and best practices in user support services, and assess their potential for improving service delivery and enhancing user experience.
• Drive continuous improvement initiatives, such as implementing new tools and technologies, streamlining processes, and optimizing workflows to increase efficiency and effectiveness.
• Identify and mitigate risks associated with user support services, such as security vulnerabilities, compliance issues, and service disruptions, to ensure a secure and reliable user environment.
• Produce comprehensive helpdesk statistics, utilizing data analytics to track performance metrics, identify trends, and inform strategic decisions for optimizing support services and enhancing user satisfaction.

Qualifications and Skills :

• Strong leadership skills with experience managing a service desk team.
• Experience leading a service desk team consisting of local and remote agents.
• Vendor management experience, including SLA adherence, quality management, and continuous feedback.
• Proficiency in ITIL framework and IT service management best practices.
• Excellent communication and interpersonal skills.
• Demonstrated ability to analyze data and improve service desk performance.
• Experience with help desk software and ticketing systems.
• Customer-focused mindset with a commitment to providing exceptional support.
• Proven track record of implementing process improvements and driving operational efficiency.
• Strong problem-solving abilities and the capacity to handle escalated issues effectively.

Join Our Team :

If you are a seasoned IT professional with a passion for technology and a desire to drive innovation, we encourage you to apply for the position of Senior Manager of IT User Services at Madrigal Pharmaceuticals.

Join us in shaping the future of our IT infrastructure and making a meaningful impact on our organization's success. Apply today!

Compensation :

Base salary is determined by several factors that include, but are not limited to, a successful candidate's qualifications, skills, education, experience, business needs, and market demands.

The role may also be eligible for bonus, equity, and comprehensive benefits, which include flexible paid time off (PTO), medical, dental, vision, and life and disability insurance.

Madrigal is an Equal Opportunity Employer. All employment is decided on the basis of qualifications, merit, and business need.

Applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex gender identity, sexual orientation, national origin, age, disability, protected veteran or disabled status, or other characteristic protected by applicable federal, state, or local law.

Unsolicited resumes from agencies should not be forwarded to Madrigal. Madrigal will not be responsible for any fees arising from the use of resumes through this source.

Madrigal will only pay a fee to agencies if a formal agreement between Madrigal and the agency has been established.

Please be aware that we are currently receiving numerous reports of individuals misrepresenting themselves as Madrigal Pharmaceuticals’ Hiring Managers, seeking to engage with job candidates through fraudulent online advertisements or job posting sites.

These unauthorized individuals are using Madrigal’s name and logo in an attempt to solicit up-front fees and obtain personal information from interested job candidates.

Please know that Madrigal does not conduct interviews via text or in chat rooms; conduct interviews via Skype, RingCentral or solely via telephone;

charge candidates an advance fee of any kind (e.g., fees for purchasing equipment); nor does it offer positions of employment without undergoing a thorough recruiting process.

Interviews with Madrigal are conducted via the Zoom platform.

Please also note that any correspondence with regard to employment would come from an authorized madrigalpharma.com email address or from an email address from one of our trusted search firm partners.

We are aware that incorrect / fraudulent email addresses, with Madrigal misspelled, have been utilized in these most recent fraud attempts.

If you receive unsolicited employment offers from people claiming to work for Madrigal we recommend that you : do not respond to their questions;

do not open any attachments; and do not click on any hyperlinks.

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