End User Technology Support Lead

About Astellas:

At Astellas we are a progressive health partner, delivering value and outcomes where needed. 

We pursue innovative science, focussing initially on the areas of greatest potential and then developing solutions where patient need is high, often in rare or under-served disease areas and in life-threatening or life-limiting diseases and conditions. 

We work directly with patients, doctors and health care professionals on the front line to ensure patient and clinical needs are guiding our development activities at every stage. 

Our global vision for Patient Centricity is to support the development of innovative health solutions through a deep understanding of the patient experience. At Astellas, Patient Centricity isn’t a buzzword - it’s a guiding principle for action. We believe all staff have a role to play in creating a patient-centric culture and integrating an awareness of the patient into our everyday working practices, regardless of our role, team or division. 

We work closely with regulatory authorities and payers to find new ways to ensure access to new therapies. We deliver the latest insights and real-world evidence to inform the best decisions for patients and their care-givers, to ensure the medicines we develop continue to provide meaningful outcomes. 

Beyond medicines, we support our stakeholder communities to drive initiatives that improve awareness, education, access and ultimately standards of care. 

The Opportunity:

As a Head of End User Technology Support, you will lead our global Help Desk and Field Services teams. In this pivotal role, you'll ensure world-class service delivery, enhance operational efficiency, and elevate customer satisfaction across the board. If you have a proven track record in service management, team leadership, and strategic planning, we want you to be part of our journey to shape the future of end-user technology support.

Hybrid Working:

At Astellas we recognise the importance of balancing your work and home life, so we offer a hybrid working solution allowing time to connect with colleagues in person at the office alongside the flexibility to work from home; optimising the most productive work environment for you to succeed and deliver.

Key Responsibilities:

• Leading global End User Technology Support teams, including Help Desk and Field Services, ensuring timely issue resolution.
• Developing and implementing strategies to enhance support operations, reduce resolution times, and improve user experience.
• Driving continuous improvement initiatives, optimizing processes and tools, and aligning support with organizational goals.
• Recruiting, mentoring, and developing team members, promoting a customer-centric approach and professional growth.
• Managing budget, resources, and tools for support services, balancing cost-effectiveness with high-quality service delivery.

Essential Knowledge & Experience:

• Proven experience as an IT support and a leadership role managing Help Desk/Field Services teams.
• Expertise in ITSM frameworks (e.g., ITIL) and experience implementing support strategies and technologies.
• Strong leadership, communication, and project management skills with a focus on data-driven decision-making.
• Proficient with support tools (ticketing systems, remote support) and experience in fast-paced, high-growth environments.

Education/Qualifications:

• Bachelor’s degree in IT or related field or a Master’s degree or equivalent.

Additional Information:

• This is a permanent, full-time position.
• Position is based in Addlestone, UK.
• This position follows our hybrid working model. Role requires a blend of home and a 2-3 days per week in our UK office in Addlestone. Flexibility may be required in line with business needs. Candidates must be located within a commutable distance of the office.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.