Director, IT Support Services | BioNJ Talent Services

Director, IT Support Services

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Insmed understands that its most valuable resource is its employees. We place great value on the unique skills, talents and qualities that each of our employees brings to our company. We are building a world-class team with a focus on innovation, teamwork and the desire and ability to change the way our patients live.

Insmed is a fast-paced, high-energy organization that seeks talented individuals who are leaders in their respective functional areas of expertise, who are creative problem solvers and who have the desire to make a difference.

Job Description:

The Director of IT Support Services has responsibility to oversee and manage service levels of core applications, enterprise devices and service desk/incident management. The Director manages the End User Services actively works with the business, IT leadership, Commercial-Enterprise and Business Systems verticals.

He/she is responsible for building a culture of quality and service levels for user support. The right candidate supports a shared vision across the enterprise while building collaborative relationships across the Organization. We are seeking an innovative thinker and leader who challenge those around them to think more critically and inspires their team to succeed. Ability to manage ambiguity and demonstrates resilience and change agility to drive results in a highly regulated environment.

This position will manage a team of functional and technical experts and will report to the VP of Information Technology.
•Manage the End User Services group and facilitate coordination with the business and IT leadership.
•Responsible for the management of service levels relating to core applications, enterprise devices, and the help desk/incident management function
•Responsible for monitoring and reporting end-to-end service level performance, including the review of SLAs and underpinning contracts
•Responsible for creating service improvement plans when necessary
•Responsible for establishing a planning process for the review of performance and capacity of IT resources
•Responsible for reviewing, conducting, continuously monitoring, reporting and forecasting of current IT resources availability, performance and capacity
•Responsible for developing and maintaining IT continuity framework and IT continuity plans
•Oversees project resource requirements and planning
•Holds teams accountable to performance metrics by ensuring adequate tracking and measurement mechanisms are in place to support excellent performance
•Understands, applies and communicates messages from senior leadership, highlighting implications most relevant to the specific area of responsibility
•Troubleshoot all desktop and peripheral support issues, including both hardware and software
•Administration of Active Directory, including new user creation, security groups, folder permissions, and group policy
•Define and build a world class global Service Desk develop vision and strategy, create innovative solutions for ticket reduction and automation efficiencies, attract and retain top talent, and raise the bar for IT support.
•Administration of the Insmed security system, including key fob creation, access levels, and alarm codes
•Administration and troubleshooting of all Insmed desk phones and mobile devices
•Acquisition, configuration, and physical setup of new hardware and software
•Administration of Insmed’s cloud applications (ServiceNow, Symantec Endpoint, BOX, Okta SSO, Mimecast, Sonian Archive, LogMeIn, Veeva Vault, Zoom)
•Foster a culture of premier user support experiences, measure and track user satisfaction
•Improve KPIs, SLAs, reporting cadence, processes required for running an effective global Service Desk
•Manage Service Desk goals, priorities, escalations, volumes, aged tickets, and other associated processes
•Provide recommendations to leadership in the development, implementation, and evaluation of new or modified policies, practices, and procedures
•Serve as a role model and ensure all team leaders are visible and effective partners with IT counterparts
•Prior experience managing a Global Service Desk for a Fortune 500 company
•Prior experience leading technical teams
•Availability during off-hours to respond to and lead resolution of urgent, service affecting issues


•Bachelor’s Degree, preferably in Information Systems, Business, Computer Science
•15+ years of direct IT management experience
•Senior manager level experience; industry experience preferred
•Extensive experience with help desk management, application service management, email systems, and IT quality assurance
•Positive and proactive leadership style, with strong executive presence and excellent communication skills
•Proven ability to be a trusted advisor, with a high-content approach to partnering with clients
•Strong knowledge of Microsoft Server 2012, Exchange, and Office
•Strong knowledge of PC and Apple hardware
•Strong interpersonal skills, with a customer service mentality
•Strong time management skills and attention to detail
•Comfortable as a presenter/teacher
•Ability to communicate technical concepts and break down complex business problems into easily understood communications
•Leadership quality including the ability to motivate, inspire, counsel and facilitate individuals and teams to take responsibility and accountability for the goals
•Ability to lead both functional and technical members of the team often providing them with suggestions and alternatives to solve business problems
•Pharmaceutical or Life Sciences industry experience supporting a GxP, SOX compliant environment preferred

Additional Job or Internship Information
Position Type: 
Full time job
Information Technology