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- Tasks: Lead IT support for the KITE business unit, ensuring efficient incident resolution and service excellence.
- Company: Join Gilead, a leader in tackling global health challenges and improving lives through innovative therapies.
- Benefits: Enjoy a collaborative culture, professional development opportunities, and a chance to make a real impact.
- Why this job: Be part of a mission-driven team that values your contributions and fosters personal growth.
- Qualifications: A degree in Computer Science or related field with 4+ years of relevant IT experience required.
- Other info: Flexible work options available; ideal for tech-savvy individuals passionate about healthcare.
The predicted salary is between 48000 - 72000 £ per year.
At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference. Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations.
IT Support Services is a core job family within Gilead's broader Information Technology (IT) group. IT Support Services supports Gilead operations by providing technical support across the organization in areas such as business systems/applications technical support to enable more efficient business operations. IT Support Services works closely with other IT partner functions to develop and maintain in-depth understanding of business needs and objectives in both business and technology realms.
You will serve as the primary support relationship manager for the KITE business unit and other specialized service desks, fostering strong partnerships and continuous improvement. You will follow policies, procedures, and service level agreements (SLAs) to provide IT support services to Gilead employees, contractors and teams for supported systems, applications, hardware, and other tools. You will typically provide day-to-day operational oversight of the specialized service desks within the Enterprise Service Desk.
RESPONSIBILITIES:
- Serve as the primary support relationship manager for the KITE business unit and other specialized service desks, fostering strong partnerships and continuous improvement.
- Manage the support triage for KITE users and applications, ensuring timely and efficient resolution of incidents and requests.
- Monitor and enforce SLA compliance, driving performance excellence in Kite and the specialized service desks.
- Develop, maintain, and socialize knowledge articles to enhance support efficiency and self-service capabilities.
- Oversee and evaluate the performance of Managed Service Provider (MSP) resources aligned with KITE support and specialized service desks.
- Support and collaborate on service excellence by implementing best practices and process optimizations for incident management and service requests.
- Collaborate with cross-functional teams to enhance system reliability, performance, and user satisfaction.
- Provide insights and recommendations to leadership on support trends, risks, and opportunities for improvement.
- Measure and improve the performance of the specialized service desks through surveys, reports and frequent communication with end users.
- Coach, train and mentor Service Desk agents to ensure high levels of service quality and technician productivity.
REQUIREMENTS:
- A Computer Science BSc, BA or Masters, or related discipline is preferred with a minimum of 4 years relevant professional experience.
- Significant IT help desk or related experience in a corporate or other relevant business environment.
- Demonstrates expertise in one or more technology environments and ability to support IT projects at the functional or enterprise-level.
- Thorough knowledge of IT support services principles, practices and tools in a business/corporate environment, including SLAs and ticketing processes and procedures.
- Strong end user orientation, initiative and ability to work within and among teams to achieve a track record of delivering consistent results.
- Excellent verbal & written communication skills are essential.
Manager, IT Support Engineering employer: Gilead Sciences, Inc.
Contact Detail:
Gilead Sciences, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager, IT Support Engineering
✨Tip Number 1
Familiarise yourself with Gilead's mission and values. Understanding their commitment to tackling major health challenges will help you align your responses during interviews, showcasing how your experience and passion fit into their culture.
✨Tip Number 2
Highlight your experience in managing IT support teams or service desks. Be prepared to discuss specific examples of how you've improved service delivery or resolved complex issues, as this role requires strong leadership and problem-solving skills.
✨Tip Number 3
Brush up on your knowledge of ITIL frameworks and Agile methodologies. Being able to speak confidently about these practices will demonstrate your capability to manage processes effectively and improve service quality.
✨Tip Number 4
Network with current or former employees of Gilead, especially those in IT roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying.
We think you need these skills to ace Manager, IT Support Engineering
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and management. Focus on your achievements in previous roles, especially those that demonstrate your ability to lead teams and improve service delivery.
Craft a Compelling Cover Letter: In your cover letter, express your passion for IT support and how it aligns with Gilead's mission. Mention specific experiences that showcase your skills in managing support services and fostering partnerships.
Highlight Relevant Skills: Emphasise your knowledge of IT support principles, SLAs, and ticketing processes. Include any experience with Agile methodologies and project management, as these are crucial for the role.
Showcase Leadership Experience: Since this role involves managing teams, be sure to include examples of your leadership experience. Discuss how you've coached or mentored team members and contributed to a positive team culture.
How to prepare for a job interview at Gilead Sciences, Inc.
✨Understand the Role
Make sure you have a solid grasp of the responsibilities and requirements of the Manager, IT Support Engineering position. Familiarise yourself with Gilead's mission and how the IT Support Services team contributes to it. This will help you articulate how your skills align with their needs.
✨Showcase Your Leadership Skills
As a people leader, it's crucial to demonstrate your ability to foster strong partnerships and drive team performance. Prepare examples from your past experiences where you've successfully led teams, managed conflicts, or implemented process improvements.
✨Prepare for Technical Questions
Expect questions related to IT support principles, SLAs, and ticketing processes. Brush up on your knowledge of Agile methodologies and IT security practices relevant to the biopharma industry, as these are key areas for the role.
✨Ask Insightful Questions
Prepare thoughtful questions that show your interest in the company and the role. Inquire about the current challenges faced by the IT Support Services team or how they measure success in this position. This not only demonstrates your enthusiasm but also helps you gauge if the company is the right fit for you.
