Biogen Idec uses cutting-edge science to discover, develop, manufacture and market biological products for the treatment of serious diseases with a focus on neurological disorders. Founded in 1978, Biogen Idec is the world's oldest independent biotechnology company. Patients worldwide benefit from its leading multiple sclerosis therapies, and the company generates more than $4 billion in annual revenues.

Learn more at www.biogenidec.com/careers.

Biogen Idec is proud to be an equal opportunity employer.

CONTACT INFORMATION:
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NAME:
POSITION:
COUNTRY CODE: US
POSTAL CODE:
REGION: MA
MUNICIPALITY: Cambridge
ADDRESS:
PHONE:
FAX:
EMAIL: R7939236810048@posttrak.arbita.net

JOB POSTING INFORMATION
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JOB TITLE: U.S. Desk Side Service Manager
SSONETCODE: 3300350
JOB CATEGORY: Clerical, Secretarial and Office
JOB AREA:
FUNCTION CODE: ADM
INDUSTRY CODE: OTH
JOB STATUS: Full Time
COUNTRY: US
POSTAL CODE: 02943
REGION: MA
MUNICIPALITY: Weston or Cambridge
SALARY LEVEL: > $100,000

BENEFITS:

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JOB DESCRIPTION:
The incumbent is responsible for Deskside Support Service Delivery at Biogen Idec facilities located in the United States (MA/NC). Deskside Support Service Delivery responsibilities include management of Biogen Idec Full Time employees, Vendor Management, Escalation Management, Project Management, and ensuring appropriate resources are available and direction provided for day-to-day break-fix, troubleshooting, repair and fulfillment efforts associated with the desktop computing environment. Delivery of the service will be measured monthly/annually to ensure target Service Level Agreement (SLA) of 85% is met or exceeded. The desktop computing environment includes, but is not limited to, desktop computer, laptop computer, associated peripheral devices such as mouse, keyboard and monitor, desktop telephone and office network connectivity. Incumbent is also responsible for Project Management of annual computer refresh activities (PC Tech Refresh), as well as build and delivery of computers for new hires (FTE, Intern, Contractor, Temps), referred to as Census activity. Incumbent will coordinate activities with Global Desktop Engineering team to ensure continuous improvement and feedback from the deskside team is incorporated into current images, processes and hardware selection. Incumbent is also responsible to serve as escalation point for US Deskside related incidents, problems and customer service issues.

1. Responsible for ensuring high quality Deskside Support Service Delivery to Biogen Idec customers in the United States, managing full time employees, third party providers, managed service providers and temporary/contractors, as required.

2. Responsible for Project Management of annual PC Tech Refresh and Census delivery activities in the United States.

3. Responsible for collaborative interaction with Global Deskside Engineering Team and International Deskside colleagues to ensure continuous improvement, reliability and scalability of service delivery and the desktop computing platform used within Biogen Idec. Also responsible to collaborate with internal and external customers to ensure Deskside Support Services is meeting/exceeding customer expectations and requirements.

4. Develop and maintain knowledgebase articles, policy and process documentation for US Deskside Support Services. Also responsible to create/update Planisware Project Management project information in support of PC Tech Refresh, US Census and other projects as demand requires.

Accountability:

The incumbent in this position is responsible for the overall direction, coordination and evaluation of employees in subordinate departments and is responsible for administering Biogen Idec’s applicable policies and procedures related to Deskside Support Services in the United States. Accountability includes interviewing, hiring and training employees, planning, assigning and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving employee related problems/issues. Budgetary responsibility for US Deskside Support Services, US PC Tech Refresh and US Census build/delivery activities. Also accountable to ensure appropriate management and control of US Deskside related assets
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QUALIFICATIONS:
5 years or more in Deskside Technical Services and customer support; 10 years related IT experience

Possess extensive knowledge of business area and technology

Demonstrates problem analysis and resolution skills

Demonstrates Project Management skills

Demonstrates ITIL based Service Management skills – specifically Incident and Problem management

Demonstrates Financial management, reporting skills

Demonstrates personnel management, employee development and coaching skills

Demonstrates Vendor Management skills
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START DATE:
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