Operations Manager, Service Desk, Infrastructure & Operations

Operations Manager will be a key role in improving the quality of service across Biogen’s Enterprise IT. This will require an experienced IT professional who possesses an effective blend of technical, process, and people skills. As Operations manager, you will be responsible for driving execution and improvement of the day to day operational activities across Infrastructure & Operations. You will be an effective change driver with strong ability to communicate with and influence technical and management audiences. We are seeing an individual who has a high bias for action, who is a fast learner and has excellent technical and analytical skills.

The candidate will have the following responsibilities:

• Manage outsourced Service Desk, driving daily operational tasks across Infrastructure and Operations, identify cross functional impact and bring the team together to provide quick resolution of issues

• Work with the knowledge management team to ensure Service Desk documentation is available and document owners maintain the required support information

• Partner with Infrastructure and Operations leadership and change management to ensure all service transition activities are completed before a new or changed service is implemented

• Continuously improve visual management processes and standard reviews to provide visibility and tracking and drive resolution of key issues, including improving attainment of service levels, quality of ticket handling and customer service, reduction of aging tickets, and process adherence across Infrastructure and Operations in partnership with operations teams and the Incident Manager

• Partner with Infrastructure and Operations leadership and operations teams to identify and leverage opportunities to transfer incident resolution, and other support activities, from the engineering teams to the Service Desk, and Deskside.

• Manage internal Infrastructure and Operations reporting activities

• Participate in off-hours on-call critical incident management rotation with availability for rapid response, coordination of diverse technical teams to drive resolution, and execution of communications to ensure internal and customer awareness.

Skills Required Knowledge and Skills:

• Technical and analytical knowledge and at least 3-5 years of experience supporting and resolving incidents and problems with cross functional IT teams

• Experience at using metrics-based management to drive re