Senior Manager – Service Desk

Azurity Pharmaceuticals is a privately held, specialty pharmaceutical company that focuses on innovative products that meet the needs of underserved patients. As an industry leader in providing unique, accessible, and high-quality medications, Azurity leverages its integrated capabilities and vast partner network to continually expand its broad commercial product portfolio and robust late-stage pipeline. The company’s patient-centric products span the cardiovascular, neurology, endocrinology, gastro-intestinal, institutional, and orphan markets, and have benefited millions of patients. For more information, visit www.azurity.com.

Azurity Pharmaceuticals is proud to be an inclusive workplace and an Equal Opportunity Employer. Azurity's success is attributable to our incredibly talented, dedicated team that focuses on benefiting the lives of patients by bringing the best science and commitment to quality into everything that we do. We seek highly motivated individuals with the dedication, integrity, and creative spirit needed to thrive in our organization.

Brief team/department description:

Our Digital team at Azurity is building new capabilities utilizing cutting-edge Research & Quality IT Systems. We are looking for a dynamic, change inspired, Individual self-driven hands on Team Member.

Principle Responsibilities:

• Manage the day-to-day delivery of the IT Service Desk Support Team for the offices and users across the globe using Voice, Chat and emails.
• Provide tech support for end user hardware and software issues, M365 and other applications.
• Ensure client service focus is prioritized and championed among the IT Service Desk Support Team.
• Ensure any staffing, support and availability related risks to the service are understood and mitigated.
• Ensure the IT Service Desk Support Team provide quality call handling and lifecycle of requests by regularly reviewing calls and tickets.
• Promote the automation of service requests where appropriate and identify areas of lifecycle improvement.
• Develop the IT Service Desk Support team professionally ensuring that skill levels are maintained, and training requirements are highlighted.
• Create a Service Development & Improvement Plan for the service desk and ensure this is clearly understood and communicated to peers and clients through regular Service Review meetings and events.
• Maintain appropriate system documentation, support procedures and proactive rota/cover arrangements.
• Ensure the provision of an appropriate Out of hours/On Call Cover service.
• Act as the Service desk escalation point for all major incidents and client escalations.
• Prepare management information on SLAs, KPI’s and other metrics on a weekly/monthly basis.
• Take ownership of Problem Management and Root Cause Analysis (RCA) processes
• Monitor Service quality levels, overseeing diverse and complex client service events that require drive and focus to resolve
• Ensure the team are delivering a program of daily/weekly/monthly client checks and remediating any service issues as a priority.
• Develop Self Service capability tools such as self-help, support guides, FAQ’s Portal Pages etc.

Qualifications and Education Requirements

• Excellent communication abilities and experience working with users in the USA and Europe.
• Bachelor’s degree in computer science, or electronics, M.Sc., MCA.
• At least 12 - 14 years of relevant hands-on experience with Service desk, Tech Support.
• Excellent written and verbal English communication skills
• Ability to work onsite during flexible hours to support India, US and EU operations

Preferred Skills and Experience:

• Minimum 10 years Tech support / service desk experience.
• Experiencing troubleshooting Windows & Mac OS, PC hardware and software, M365 and business applications.
• Experience in creating the service management processes, Reporting dashboards, documentation etc.
• The ability to learn on the fly
• The ability to break down technological processes and deliver clear, step-by-step instructions.
• A desire to help people Willingness to research and present solutions for users and internally

By applying for this role, you confirm that you are mentally and physically capable of fulfilling the job responsibilities detailed in the job description without any restrictions. If you have any concerns or even the slightest disability that may affect your ability to perform the job, please inform HR in advance.