Manager, IT Support Engineering

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 yrs relevant professional experience.
• Significant IT help desk or related experience in a corporate or other relevant business environment.
• Demonstrated ability to be flexible and adaptable to change, and provide support/expertise where needed.
• 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.

It is the policy of Gilead Sciences, Inc. and its subsidiaries and affiliates to recruit select and employ the most qualified persons available for positions throughout the Company.