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IT Global Service Desk Manager

Employer
Novavax
Location
Gaithersburg, Maryland, United States
Salary
Competitive
Start date
17 Sep 2022
Closing date
17 Oct 2022

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Discipline
Information Technology
Hours
Full Time
Contract Type
Permanent
Experience Level
Experienced (non-manager)

Job Details

Novavax, Inc. (Nasdaq:NVAX) is a biotechnology company that creates transformational vaccines that address some of the world’s most pressing infectious diseases. We have more than a decade of experience contending with some of the world’s most devastating diseases, including COVID-19, seasonal influenza, RSV, Ebola, MERS, and SARS. Hard-won lessons and significant advances illustrate that our proven technology has tremendous potential to make a substantial contribution to public health worldwide.

Our scientists are committed to developing vaccine candidates for some of the world’s toughest viral threats by utilizing the power of our innovative recombinant nanoparticle vaccine platform. Our vaccine technology combines the power and speed of genetic engineering with the immunogenicity enhancing properties of our Matrix-M™ adjuvant to efficiently produce highly immunogenic particles targeting some of the most pressing viral infectious diseases.

Novavax, Inc. is headquartered in Gaithersburg, Maryland with additional facilities in Uppsala, Sweden and Bohumil, Czech Republic.

Summary of the Position :

Novavax is seeking a full-time End User Services, IT Service Desk Manager to oversee and govern an IT outsourced global service desk. IT End User Services is migrating from an inhouse local IT Help desk to a Global state of the art, best in class global IT Service Desk leveraging a strategic partner. In an effort to ensure the best possible end user experience, we are looking for an experienced IT service manager who will support internal operations and own the service desk relationship with our 3 rd party supplier. You will govern and monitor relationships and service performance delivery of our strategic partner. In addition to being the primary escalation point, you will also track, measure, and report service level metrics for IT service towers. You will define, communicate, and measure compliance of IT technical service delivery to drive improvement. Ensure compliance to security policies, standards and guidelines as defined by the End User Service Director and IT Security. You will also partner with the strategic partner to ensure innovation, ML and AI is being driven on a continuous basis to achieve strategic business goals and objectives. This person will develop End User Services (EUS) roadmaps and strategy, manage EUS SLAs, and advance the function to meet quickly shifting business requirements in a rapidly growing, transforming, and dynamic environment. Develop an agile work environment that support and deploy new ways of working and enables diversity and inclusion. This role requires a high level of technical proficiency, global IT service desk management and governance experience and requires an individual with executive presence and strong communication and leadership skills. The End User Services, IT Service Desk Manager will report to the Director, IT End User Services.

Responsibilities include, but are not limited to :
  • Act as an escalation point both internally and externally for the global 24x7 IT service desk
  • Primary owner of the relationship between End User Services and the IT Service Desk Outsourcer/partner
  • A passion for ensuring all Novavax users have a positive experience with the global outsourced IT service desk
  • Primary escalation point for IT service desk issues, requests, concerns and problems
  • Manages and maintains delivery against KPI's through external partnerships. Ensure SLA’s are met according to contractual agreements
  • Key contact for Service Desk, Incident Management, Request Management, Event and Problem Management
  • Oversee the outsourced Service Desk provider so that trouble tickets are responded to quickly, meet expected service levels for first call resolution and when necessary, are escalated to level 2 and 3 field and technical resources.
  • Partner with outsourcer/partner to ensure service desk resources have adequate technical and business knowledge
  • Align with internal resolver teams and ensure outsourced service desk agents have proper knowledge of Novavax business
  • ITIL v3 Foundation level certification or higher
  • A strong background managing all service management and information technology incidents from initial investigation to final resolution while communicating issues from technical support personnel to the end user
  • Ensure appropriate metrics and trends are reviewed and analyzed. Partner with outsource partner to ensure continuous improvement of service delivery.
  • You will be responsible for managing the internal users’ expectations and partner with the IT Service Desk outsourcer/partner to ensure users expectations are met.
  • An ability to take large, complex initiatives and break them down into manageable pieces. Maturity, strong judgment, negotiation skills, ability to influence, analytical talent, and leadership are essential to succeed in this role. The ideal candidate is strong in execution and motivated to deliver results quickly.
  • Ability to track and manage budget and finance
  • Develop and maintain working relationships with all levels of the organization.
  • Successfully partner and collaborate with other IT teams, partners, suppliers, and the business to develop solutions to enhance our customer experience based on defined business requirements.
  • Focus on continuous improvement

Minimum Requirements :
  • Bachelor's Degree with a minimum of 7-8 years of applicable IT and Leadership experience.
  • IT Global Service Desk service management leadership providing IT support services
  • Minimum 5-7 years’ experience in service desk management/leadership role
  • 5-7 years of robust service desk metrics management & reporting experience
  • Minimum of 5 years ServiceNow experience with Incidents, Problems, Change, Requests and Events.
  • ITIL v3 Foundation level certification or higher
  • 5 to 7 years of relevant IT experience to include at least 5 of those years in IT Operations with a near shore and/or offshore supplier delivery model
  • Excellent project management skills and a strong track record of delivering IT solutions that improve business operations through a 3 rd party supplier.
  • Strong and professional verbal and written communication skills, along with the ability to effectively communicate and present to different audiences such as senior leadership, cross-functional business groups, or technical staff.
  • Well-developed skills in presentation building and process mapping.
  • Deep knowledge of and experience with collaboration and conflict resolution.

Novavax offers a base salary, annual bonus, equity grants, professional career development/growth opportunities, and a comprehensive benefits package including medical, dental, vision, Rx, STD, LTD, Life, Optional Life, 401(k) plan.

Equal Opportunity Employer/Veterans/Disabled

Novavax is an equal employment opportunity employer. Employment and advancement opportunities are available to all individuals on an at-will basis, regardless of their race, color, national origin, religion, ancestry, citizenship status, military or veteran status, sex, sexual orientation, gender identity or expression, age, marital status, family responsibilities, pregnancy, disability, genetic information, protective hairstyle, or any other characteristic protected by applicable federal, state, or local law.

Except where prohibited by applicable state law, this position requires that you be fully vaccinated against COVID-19 unless you need a reasonable accommodation or qualify for an exemption.

#LI-VN

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Company

Find out more about working for our company

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Brief Company Description; 

We are a biotechnology company committed to help address serious infectious disease globally through the discovery, development, and delivery of innovative vaccines to patients around the world.

Our mission

We never rest in our quest to protect the health of people everywhere.

Novavax is here to make a difference. We’re a biotech company focused solely on developing life-saving vaccines to fight infectious diseases.

What sets us apart? Solid science tested by decades of research. Vaccines developed from trusted technology that are both safe and efficacious.

And a global network that will help ensure our vaccines reach everyone who needs them.

Company info
Website
Mini-site
Novavax
Location
21 Firstfield Rd
Gaithersburg
MD
20878
United States

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