COMPANY:

At BioCryst, we share a deep commitment to improving the lives of people living with complement-mediated and other rare diseases. For over three decades we’ve been guided by our passion for not settling for “ordinary” in our quest to develop novel medicines. We leverage our expertise in structure-guided drug design to develop first-in-class or best-in-class oral small-molecule and protein therapeutics, led by the efforts of our team of expert scientists in our Discovery Center of Excellence in Birmingham, Alabama. Our global headquarters is in Durham, North Carolina, our European headquarters is in Dublin, Ireland and our employees span the globe across sites in multiple countries. We are proud of our culture of engagement and accountability that rewards people for innovative thinking and achievement of key objectives. For more information, please visit our website at www.biocryst.com or follow us on LinkedIn and Instagram.

JOB SUMMARY:

The Director, IT Service Desk oversees the Service Desk operation to ensure that end users are receiving the appropriate business support. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of department functions. The incumbent will also contribute to problem resolution by giving hands-on support to end users at the desktop level.

Participates in strategic planning and is charged with implementing the plan, as it pertains to Service Desk operations.  Establishes policies, procedures and standards in support of the corporate mission.

The Director, Service Desk manages corporate resources in a cost-effective manner. Hires and develops staff. Assigns personnel to various projects and directs activities. Reviews and evaluates work and prepares performance reports. Mentors subordinates on administrative policies and procedures, technical problems, priorities, and methods.  The Director is responsible for User Services on capital and operational budgets and insures that customer service is of the highest priority.

ESSENTIAL DUTIES & RESPONSIBILITIES: 

• Direct and oversee the Service Desk department which serves as the primary point-of-contact for day-to-day service operations.
• Establish strategic relationships with all business functions, and establish/maintain support service levels with his/her business clients to ensure the maximum value is attained through IT services.
• Lead collaborations with business departments to accomplish specific projects. Partner with people and teams to understand their business objectives and offer IT solutions appropriate to meet these goals.
• Stay ahead of industry trends by conducting research on emerging products, services, and standards in support of technology procurement and development efforts.
• Ensure alignment with IT strategies & policies, maintain current working knowledge of IT standard technology platforms, and software.
• Develop and implement training procedures and policies across the organization.
• Evaluate and enhance the performance of department activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and prevent future problems.
• Implement industry best practices for IT support and service. Research industry trends and best practices related to service desk operations.
• Monitor and manage the MSP call volumes and service levels. Address deficiencies in help desk staff to maintain agreed-upon service levels.  Ensure that staff is not working on non-call activities when call backlogs are occurring.
• Develop and implement a system to solicit user feedback. Trend feedback and analyze the trends. Work with the supervisor to develop and implement correction plans.
• Present monthly IT operation reports including service levels, outages, IT operations issues by region, availability of infrastructure, and customer satisfaction.
• Conduct research on emerging products, services, and standards in support of technology procurement and development efforts.
• Maintain current working knowledge of IT strategies & policies, IT standard technology platforms, and software.
• Oversee the development, implementation, and administration of training procedures and policies.
• Analyze the performance of department activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and prevent future problems.
• Monitor the MSP call volumes and service levels. Address deficiencies in help desk staff to maintain agreed-upon service levels.  Ensure that staff is not working on non-call activities when call backlogs are occurring.
• Establish a system to solicit user feedback. Trend feedback and analyze the trends. Work with the supervisor to develop and implement correction plans.
• Oversee delivery of employee onboarding and offboarding services.
• Ability to travel up to 20%
• Other duties as assigned.

EXPERIENCE & QUALIFICATIONS:

• 10 or more years of directly related experience in IT service management.
• Bachelor’s Degree in business or technology discipline or an equivalent combination of education and experience.
• Experience in a senior leadership role, managing multiple teams across different locations.
• Experience with cloud technologies (Azure) is preferred.
• Experience with ServiceNow is required.
• Experience in budgeting and financial management related to IT operations.
• Experience in vendor management and building relationships with solution providers.
• Experience in risk management and creating disaster recovery plans.
• Experience with cybersecurity standards and practices is preferred.
• Experience in change management and implementing new processes across large teams.
• Strong leadership skills with a proven ability to motivate and manage large teams.
• Strong strategic thinking and planning skills.
• Excellent problem-solving skills with a proven ability to handle pressure situations.
• Excellent negotiation skills with experience in managing contracts and service level agreements.
• Excellent communication skills with the ability to present to senior management and stakeholders.
• Willingness to continuously learn and stay updated with industry trends and new technologies.
• Ability to identify required process integrations with other “overlapping” technologies.
• Extensive application support experience.
• Proven track record of developing and providing Service Level Agreements (SLA).
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Proven analytical and problem-solving abilities.
• Experience with regulatory guidelines and managing environments containing validated systems is preferred
• Experience with GxP systems and scientific applications is preferred

The statements in this position description are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. The manager may assign additional responsibilities and assignments from time to time.

BioCryst is an equal opportunity employer and is committed to providing equal employment opportunities without regard to age, race, religion, sex, sexual orientation, gender identity, national origin, Veterans status, disability and/or other protected class characteristics. Additionally, BioCryst is committed to achieving its business objectives in compliance with all federal, state and local law.