• Manager, IT Service Desk

    Job ID
    2018-1149
    Category
    Information Technology
    Job Location
    US-MA-Cambridge
  • Company Summary

    Jounce Therapeutics, Inc. is a clinical stage immunotherapy company dedicated to transforming the treatment of cancer by developing therapies that enable the immune system to attack tumors and provide long‑lasting benefits to patients. Through the use of its Translational Science Platform, Jounce first focuses on specific cell types within tumors to prioritize targets, and then identifies related biomarkers designed to match the right therapy to the right patient. Jounce’s lead product candidate, JTX-2011, is a monoclonal antibody that binds to and activates ICOS and is currently in the Phase 2 portion of the Phase 1/2 ICONIC trial. For more information, please visit www.jouncetx.com.

    Role / Responsibilities

    The IT and Informatics group at Jounce Therapeutics is looking for an experienced IT Service Desk manager to join the Jounce IT team. The person in this position will help drive success and resolution to the customers’ needs as they oversee the Jounce IT Service Desk team. The individual will support and assist with end user services and activities such as: Employee onboarding, helpdesk services, mobile device management, and video conference services. The individual will report to the Sr. Manager of Information Technology. This is a challenging position in the dynamic field of immuno-oncology which provides opportunity for growth in a fast-paced, start-up like environment.

    Responsibilities:

    • Managing a team of Technical Support professionals
    • Ensures that the Service Desk team performs and adheres to standards of excellence and professionalism
    • Developing and demonstrating an understanding of end user and company needs
    • Hands on familiarity with current IT systems, including networks, servers, data security systems, VOIP telephony, and computing support includes lab and cloud environments
    • Analyzing the performance of Service Desk activities and documented resolutions.
    • Developing and managing Service Level Agreements (SLAs) to establish request and problem resolution expectations and timeframes
    • Creating and maintaining a Service Desk training program for increased business, customer service and technical knowledge
    • Overseeing Incident, Problem, Change and Knowledge management processes

    Qualifications

    Requirements/Qualifications:

    • Five plus years of experience providing support to users in a Service Desk environment
    • Excellent verbal and written communication skills
    • Exemplary customer service skills and communication etiquette
    • Develop service levels, service agreements, and manage the daily activities of the IT Service Desk staff
    • Must have demonstrated recent hands-on experience with desktop administration in a professional environment
    • Ensure quality management is established to analyze and evaluate the effectiveness and benefits of services and processes
    • Ability to define and develop foundational components of a Service Desk - metrics, process, organization, tools, skills
    • Utilize ITIL based standard operating procedures, key performance indicators (KPIs), and reports to provide visibility to service desk performance and quality
    • Provide data and reporting of KPIs and trends to IT department and others both scheduled and on-demand
    • Maintain and improve service quality and measuring customer satisfaction through quality standards and measurements
    • Manage end user relations to ensure end user requirements are clearly understood and implemented in and implemented by identifying opportunities and leading initiatives that focus on improving internal processes and customer service performance
    • Responds to and/or handles escalations received from management or customers in a timely fashion, ensuring issues are resolved or escalated to the appropriate group
    • Previous service desk team management experience is highly desired
    • In-depth knowledge and experience working in an IT Support Service Center

    Desired Skills:

    • Demonstrated record of outstanding success at transforming and improving efficiencies in Service Desk support at similar organizations where innovation, collaboration, customer service, and the user experience are paramount
    • Strong knowledge of IT Service Management practices and principles
    • Ability to analyze metrics and statistics to identify trends, contribute to avoidance tactics, and provide appropriate support
    • Previous industry experience preferred.
    • Technical qualifications:
      • VMWare 6 vSphere interaction
      • Windows desktop OS 7 | 10 administration and configuration
      • Remote Management Tool experience

    Statement

    Jounce Therapeutics is an equal opportunity employer and does not discriminate in it’s employment decisions on the basis of race, color, national origin, age, physical or mental disability, marital status, religion, creed, sex, or political beliefs.  We offer a competitive salary and benefits package. All applicants should be legally entitled to work for any employer in the U.S.

     

     

    To apply, please visit https://careers-jouncetx.icims.com/.

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