SENIOR MANAGER, SCIENTIFIC IT SUPPORT

At Eisai, satisfying unmet medical needs and increasing the benefits healthcare provides to patients, their families, and caregivers is Eisai’s human health care (hhc) mission. We’re a growing pharmaceutical company that is breaking through in neurology and oncology, with a strong emphasis on research and development. Our history includes the development of many innovative medicines, notably the discovery of the world's most widely-used treatment for Alzheimer’s disease. As we continue to expand, we are seeking highly-motivated individuals who want to work in a fast-paced environment and make a difference. If this is your profile, we want to hear from you.Job SummaryThe Senior Manager, Scientific IT Support is responsible for ensuring IT support is provided to scientists, which includes but is not limited to; standard and device-connected computer endpoints, mobile devices and peripherals, network and storage services, telephony, Audio/Video conferencing, and the delivery of specialized solutions in a dynamic and collaborative IT environment.On a day-to-day basis, the Support Manager will be responsible for resolving issues and/or requests from people in our organization. In certain situations, this may require coordinating with multiple SMEs from IT, managed service provider and/or Eisai IT.In addition, the Support Manager will oversee the Helpdesk operations and ensure that that scientists’ IT needs are met efficiently and effectively and with the level of quality necessary to succeed in their mission. In addition, the Support Manager will plan and manage the lifecycle of vital laboratory support systems (computers), by leveraging a high level of familiarity of lab workflow to support data acquisition and data processing workflows, both locally and in the cloud.The Support Manager will work directly with IT Administrative staff on procurement and maintenance of endpoint-centric resources, including hardware, support/maintenance, and software licenses renewal.Essential FunctionsManage HelpDesk and Endpoint Support – 35%The Scientific IT Support Manager will lead G2D2 HelpDesk and Endpoint support team to maximize scientific productivityManage the HelpDesk escalation process, identify opportunities to resolve issues in the most timely/effective mannerHandle escalated issues, address roadblocks and resource or quality issuesCoordinate with vendors as needed to manage and deliver successful services to G2D2 scientists and staffParticipate in Continuous Service Improvement processes as part of G2D2 IT service delivery lifecycleEnsure quality of service delivery through the generation of periodic support metrics on support quality and escalationParticipate in budget planning and management for associated servicesEnsure support and end-user facing documentation and resources are effective and up to dateServe as the main point of communication to G2D2 users for service issues, interruptions and improvements.Coordinate/Provide On-call and/or After-hours support as necessaryManage/Provide Lab/Research IT Support – 35%Provide direct support and troubleshooting for lab workflow on device attached systemsDiagnose and support hardware, software, and interface issuesFacilitate escalation to vendors, when applicable.Manage lab computer lifecycle, including onboarding/Offboarding, coordinate the upgrade process when applicable, and plan for end-of-life, when necessary. Manage data security and continuity requirements and delivery Manage G2D2 Assets – 15%Manage the G2D2 Endpoint, Mobile fleet and supporting inventory ensure effective lifecycle, deployment, security, backupManage the G2D2 endpoint software licensing and procurement processesOversee software/patch testing and release processService and Staff/Contractor management – 15%Ensure effective utilization of available resources (staff, contractor, MSP, vendor, as applicable)Provide direct supervision, management and coaching to staffParticipate in annual review, goal setting for direct reportsRequirementsWork Experience and EducationMinimum of 10 years of IT experienceMinimum of 5-7 years providing IT support in a research environment, preferable biological sciencesCommunication, Organization and Problem-Solving SkillsStrong customer service ethic is critical to success. Ability to effectively manage escalated customer service or quality issues is required.Strong interpersonal communication skills and the ability to work directly with people across the organizationAbility to organize, prioritize, and work effectively in a constantly changing environmentAbility to work collaboratively and lead peers by example within a distributed teamStrong problem-solving skills are essential. As is taking ownership to ensure timely resolution, a strong sense of urgency, and the ability to plan, organize and successfully execute in an environment under time and resource pressuresEisai Core ValuesConsistent demonstration and embodiment of Eisai company core values Collaboration, Excellence, Innovation, Integrity, Passion, Patient/Stakeholder CentricityDomain KnowledgeExperience supporting Windows 7 and 10 computers in an Active Directory Domain environmentExperience with image-based deployment, software and patch deploymentExperience with Shell scriptingExperience with iSupport and Service NowExperience with research applications (Waters, Agilent, Leica, Perkin Elmer, ThermoFisher, SciEx)Familiarity with Lab management solutions, ELN and LIEisai requires all new hires to be fully vaccinated against COVID-19 and provide valid proof of vaccination as of their start date, to the extent permitted under applicable law. This requirement is a condition of employment at Eisai, and it applies regardless of whether the position is located at an Eisai site, field based or is fully remote. If you are unable to receive the vaccine for qualifying medical reasons (including pregnancy-related), or religious reasons (sincerely held religious beliefs), you will have an opportunity to request a reasonable accommodation#LI-HC1#IND-123Eisai requires all new hires to be fully vaccinated against COVID-19 and provide valid proof of vaccination as of their start date, to the extent permitted under applicable law. This requirement is a condition of employment at Eisai, and it applies regardless of whether the position is located at an Eisai site, field based or is fully remote. If you are unable to receive the vaccine for qualifying medical reasons (including pregnancy-related), or religious reasons (sincerely held religious beliefs), you will have an opportunity to request a reasonable accommodation.Eisai is an equal opportunity employer and as such, is committed in policy and in practice to recruit, hire, train, and promote in all job qualifications without regard to race, color, religion, gender, age, national origin, citizenship status, marital status, sexual orientation, gender identity, disability or veteran status. Similarly, considering the need for reasonable accommodations, Eisai prohibits discrimination against persons because of disability, including disabled veterans.Eisai Inc. participates in E-Verify. E-Verify is an Internet based system operated by the Department of Homeland Security in partnership with the Social Security Administration that allows participating employers to electronically verify the employment eligibility of all new hires in the United States. Please click on the following link for more information:Right To WorkE-Verify ParticipationSummaryLocation: Massachusetts, CambridgeType: Full time