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Supernus Pharmaceuticals, Inc. · 10 hours ago

Senior Manager, IT Support Services

Rockville, MD

Full-time

Onsite

Senior Level

$130K/yr - $150K/yr

7+ years exp

Supernus Pharmaceuticals is an award-winning biopharmaceutical company with more than 30 years of experience in developing and commercializing products that treat central nervous system (CNS) diseases. The Senior Manager, IT Support Services, is responsible for leading a team, overseeing daily operations, improving processes, and ensuring high levels of customer satisfaction.

BiotechnologyHealth CarePharmaceutical

No H1B

Responsibilities

Develop and implement support strategies, policies, and procedures aligned with departmental and organizational goals

Monitor ticketing system to ensure incidents and requests are prioritized, resolved, and documented according to established SLAs

Serve as the escalation person for other support services team members, working closely with the team to resolve problems and provide mentoring

Analyze performance metrics and user feedback to identify trends and improvement opportunities

Oversee the onboarding of new personnel from an IT standpoint

Collaborate with the IT Infrastructure, Security, and Applications teams to escalate and resolve complex technical issues

Manage vendor relationships and technology tools supporting IT support services operations (ticketing system software, remote support, etc.)

Establish and maintain Key Performance Indicators (KPIs) dashboards and monthly reports for leadership review

Maintains accurate asset inventory, end-to-end asset management process, and accessible information database with automated, on-demand management reporting

Troubleshoot, diagnose, and resolve high-level technical hardware and/or software issues

Drive initiatives to enhance customer satisfaction, automation, and self-service capabilities

Ensure compliance with IT governance, data privacy, and security policies

Maintains technical knowledge base documentation on the installation of software, configuration of hardware, and problem troubleshooting

Schedule and proactively manage regular hardware and software upgrades for employees

Install, test, and configure personal computer devices, peripheral equipment, and software

Identify and implement improvements in procedures and processes

Other responsibilities and projects assigned

Qualification

ITIL frameworksService management principlesMicrosoft Windows 11Active DirectoryEndpoint Client SecurityAnalytical skillsTeam leadershipProblem-solving skillsTime managementCommunication skills

Required

Bachelor's degree in information technology, computer science, or comparable IT Certifications and a minimum of seven years of experience

Strong knowledge of ITIL frameworks, service management principles, and an incident and service request ticketing system

Proven ability to lead a team in a fast-paced IT environment

Capable of leading innovative initiatives, process improvement, & standardization in the IT Department

Deep working knowledge of supporting and maintaining Microsoft Windows 11 and Windows-compatible applications in an enterprise environment

Knowledge of core technologies, including but not limited to Active Directory, WAN/LAN/Wi-Fi, Core Networking, Cloud Services, Video Conferencing fundamentals, and printing

Hands-on experience setting up and troubleshooting mobile devices

Experience with Endpoint Client Security software

Ability to occasionally work beyond core business hours

Strong time management, analytical, and problem-solving skills

Ability to translate technical issues for non-technical audiences

Ability to work independently and as part of a team and maintain high ethical standards of integrity and quality

Ability to have an innovative and dynamic approach to work

A self-starter able to work independently but comfortable working in a team environment

Ability to consistently exhibit Supernus Values in interactions with employees at all levels of the organization, vendors, customers and others

Authorized to legally work in the United States without visa sponsorship