### Job_Dedcrip:
.Duties:.Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. (25%).Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. (20%).Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). (20%).Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. (20%).Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. (10%).In addition to overseeing the IT HelpDesk functions for the Site, the IT Manager needs to have expert knowledge of the industry's best practices and stay up-to-date with advances. The main responsibilities include:.Supervising daily operations of network and server infrastructure.Aligning IT infrastructure with current and future business requirements and goals.Managing IT budgets, forecast, handling cash flow and enforcing cost-effectiveness.Evaluating risk, developing network recovery and backup processes.Assessing and purchasing new and replacement hardware.Assuring that IT activities are within the limits of applicable laws, codes and regulations.Testing, troubleshooting and adjusting information systems to operate effectively.Implementing security of the network, data and its storage and communication systems.Skills:.Position Requirements & Experience:.Position Requirements & Experience:.5+ years Managing IT Service Desk, L1/L2 Operations.8-12 years business/industry work experience including extensive knowledge and expertise in supporting Manufacturing operations..Strong experience working with ServiceNOW.Deep expertise in project/program management, systems lifecycle management and enterprise application planning..Previous experience in the biotechnology / pharmaceutical industries and GMP Quality Systems..Experience with key business solutions such as Kronos, SharePoint, MES, ERP, QMS, LIMS, and PLM systems..Experience with negotiating and managing vendor relationships and agreements, specifically for manufacturing solutions..Strong project and portfolio management skills; Ability to oversee multiple projects, activities and tasks simultaneously.Key Differentiators:.Key Differentiators:.Effective risk analysis, prioritization and stakeholder facilitation to reach timely decisions..Excellent management skills with demonstrated organizational, administrative, interpersonal, communication and supervisory skills with the demonstrated ability to work with a wide variety of people including both internal and external resources..Ability to influence across levels and functions, develop strategic plans and communicate strategy in a way that is easy to understand..Education:.Bachelor's or Master's degree in Computer Science, Information Systems, or other related field.Required Skills.IT SUPPORT.SERVICE DESK.CUSTOMER SERVICE ORIENTED.CLIENT SUPPORT.IT INFRASTRUCTURE.Additional Skills.CUSTOMER SERVICE.PROJECT MANAGEMENT.MANUFACTURING OPERATIONS.CASH FLOW.BIOTECHNOLOGY ENTERPRISE.APPLICATION ERP.GMP.HELPDESK KRONOS.LIMS.OPERATIONS PROGRAM MANAGEMENT.SHAREPOINT.SYSTEMS LIFECYCLE.TRAINING.BUSINESS REQUIREMENTS.BUYING/PROCUREMENT.COMMUNICATION SYSTEMS.ENTERPRISE RESOURCING PLANNING.MENTOR.METRICS.MICROSOFT SHAREPOINT.PORTFOLIO MNGT.PURCHASING.RETAIL SALES.RISK ANALYSIS..Digital Intelligence Systems, LLC (DISYS) is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

### Response:

Position Requirements & Experience:- 5 years Managing IT Service Desk, L1/L2 Operations- 8-12 years business/industry work experience including extensive knowledge and expertise in supporting Manufacturing operations- Strong experience working with ServiceNOW- Deep expertise in project/program management, systems lifecycle management and enterprise application planning- Previous experience in the biotechnology / pharmaceutical industries and GMP Quality Systems- Experience with key business solutions such as Kronos, SharePoint, MES, ERP, QMS, LIMS, and PLM systems- Experience with negotiating and managing vendor relationships and agreements, specifically for manufacturing solutions- Strong project and portfolio management skills; Ability to oversee multiple projects, activities and tasks simultaneouslySkills:- IT SUPPORT- SERVICE DESK- CUSTOMER SERVICE ORIENTED- CLIENT SUPPORT- IT INFRASTRUCTURE- CUSTOMER SERVICE- PROJECT MANAGEMENT- MANUFACTURING OPERATIONS- CASH FLOW- BIOTECHNOLOGY ENTERPRISE- APPLICATION ERP- GMP- HELPDESK KRONOS- LIMS- OPERATIONS PROGRAM MANAGEMENT- SHAREPOINT- SYSTEMS LIFECYCLE- TRAINING- BUSINESS REQUIREMENTS- BUYING/PROCUREMENT- COMMUNICATION SYSTEMS- ENTERPRISE RESOURCING PLANNING- MENTOR- METRICS- MICROSOFT SHAREPOINT- PORTFOLIO MNGT- PURCHASING- RETAIL SALES- RISK ANALYSIS