Technical Services Supervisor

At Elan, we hold a fundamental belief that our science has the potential to improve patients' lives. Our pipeline of developing compounds and investigative therapies reflects our commitment to bring innovative products to patients with unmet needs in the areas of neurodegenerative diseases, autoimmune diseases and severe pain.

Elan's commitment to patients is reflected in all that we do: we are a company driven by the knowledge that our work is important and the desire to make a difference. Elan offers prospective employees exciting challenges, unique opportunities for career growth, and a fast-paced environment that emphasizes innovation and achievement.

Primary Objective of Position:
Under the direction of the Technical Services manager, the Technical Support Supervisor is responsible for one of the specified areas: Helpdesk, Desktop Support and Assets. The Technical Services Supervisor directs the activities of these areas by managing the team responsible. Ensures that information resources and applications under the direction of the Technical Services staff is available, supportable, controlled and in compliance with the guidelines established by our ITMS and good business practices.

Major Duties/Responsibilities:
- 30% Provides leadership and management oversight to the helpdesk and desktop support staff to ensure the highest level of customer support in an efficient and effective manner which includes the following: Provides technical assistance, guidance and leadership to associates. Monitors and reviews the services provided by the Technical Services Support staff and the processes in place to deliver those services. Conducts formal, written employee evaluations on a semi-annual basis. Evaluates individual training requirements and provides career development counseling and technical guidance to associates
Collaborates with other Information Management and Technology Managers to resolve issues relating to service delivery. Manages the selection, purchasing, installation and inventory of required IT resources

- 30% Assists in daily operations including, but not limited to, telephone support, reviewing production logs, diagnosing problems, and completing regularly scheduled activities. Designs, plans, and coordinates work team. Logs problem calls and resolutions. Coordinates problem escalation to other IT staff and vendors and communicates resolution to appropriate IS staff and system users. Understands the general technical requirements of assigned applications. Requiring working knowledge of hardware, operating systems and other applications that IT supports. Researches and resolves complex, technically oriented user problems.

- 20% Analyzes and evaluates problem call reports, and recommends permanent solutions for recurring problems. Using trend data, works with team members to develop service objectives and monitors progress against objectives. Assists with defining policies and procedures, and works to constantly improve call handling and resolution process, and the call handling support infrastructure.

- 10% Ability to start /finish and deliver successful projects. Provides technical support to project team member. Tracks, monitors and communicates project progress against the project plan.

- 10% Other duties as assigned


Travel:
5 %

Minimum Education Requirements:
B.S./B.A. in Computer Science, Information Systems, Telecommunications or equivalent experience

Minimum Experience Requirements:
- Possess basic understanding of personal productivity software and Company application software
- Possess excellent problem solving and communications skills, especially over the telephone
- Possesses good interpersonal skills and attention to customer service.
- Possesses ability to work effectively in a high-stress, fast-paced environment.
- Communicates effectively. Is able to effectively diffuse frustrated and angry system users.
- Be patient, diplomatic, and remain calm in communicating with others
- Be reliable, respond to emergencies, and able to work beyond normal working hours with very short notice
- Have the ability to work on cross-functional teams
- Be responsible for own, on-demand transportation between company sites
- Possesses strong analytical and problem solving skills
- Carry a cell phone during business work hours and on-call hours.

Preferred Education Requirements:
B.S./B.A. in Computer Science, Information Systems, Telecommunications

Preferred Experience Requirements:
- 5 years relevant work experience
- Experience working in a qualified and validated environment
- Experience managing in an environment under ISO 9000 standards or under a Quality Management System
- Excellent problem solving and communication skills, especially over the telephone.
- Have experience in managing relationships and service provision within an environment of agreed service levels.

Special Training:
- Customer service skills training or certification
- Project Management
- Customer Service


RESPOND HERE! Respond immediately by accessing the following
dedicated online response form which will allow you to cut and paste your
resume. This form will go directly and immediately to the
hiring authority for this position. Access the online response form at:
http://64.89.40.26/servlet/resp/rf?jobid=1837837&boardid=749&Template=ResponseForm.html