Executive & Events IT Support Manager
il y a 3 semaines
**Title**:
Executive & Events IT Support Manager
**Company**:
Ipsen Pharma (SAS)
- The role ensures we deploy, maintain, manage, and secure end user devices across the Microsoft and Apple estate including Mobile Devices for Executive Leadership Team, Executive Assistants and their direct reports.
- The role involves helping to develop and execute the End User Technology strategy, considering both the processes involved and technical tasks required to do so. You will focus on ticket management and coordination with local support teams for all VIP Customers [defined as ELT, GLT and EAs], proactive housekeeping/reporting, and more technical delivery of the day-to-day operation.
- The role is very high profile and will be challenging, managing the expectations of key customers. It requires technical understanding of how the end user technology services fit together, exceptional communication skills and an exemplary telephone and deskside manner - both in the professional office environment but also considering “site visits”.
- The role requires you to be personable, diplomatic, and able to engage with our VIP customer-base in a way which instils confidence and trust while maintaining the values of the IT operation. You will often be balancing escalating tickets and workloads, whilst ensuring onward L2 & L3 escalations are made to solve it. Working closely with the IT Management Team is paramount. Proactive maintenance and service improvements are carried out continuously e.g., root cause analysis, preventative actions, changes to monitoring/alerting and daily checks etc.
- This position’s principle goals are to develop and manage customer IT support and services to meet and exceed service levels, service objectives and service satisfaction of the user community at ELT level.
- To be the lead facilitator for the delivery of support services for the Global Leadership Team, working as part of a global IT team, to implement improvements in process, tools and customer experience.
- With your Event Management responsibilities, you will plan, execute, and manage a range of large-scale and smaller events within the designated Ipsen portfolio. You will also need to build and manage a team to help you support those meetings.
- You will also use your initiative to drive the engagement and coordination and support events online via MS Teams or in person in close collaboration with internal stakeholders, external providers and Partners as requested.
**Main responsibilities and tasks**:
- Ensure a high level of visibility and availability of IT services for VIPs, including their assistants.
- Welcome new VIPs and ensure the presentation of services to VIPs
- Coordination and support with local technical teams to ensure the consistency of the solutions put in place.
- Ensure the maintenance and transfer of knowledge on the solutions implemented, mainly in English (and French) for the VIP perimeter.
- Document and maintain the solutions made available to the management team.
- Be in close contact with general service teams to manage videoconferencing solutions and digital technologies.
- Publish and present performance indicators related to the activity
- Innovate by proposing and implementing new services that can improve the user experience
- Work closely with the IT Service Delivery Management in order to keep it informed and have service redundancy.
- Lead training sessions to promote new services and maintain a high level of knowledge of standard Ipsen solutions
- Lead and coordinate Virtual and Physical Events with Local Service Delivery Managers and On-site Support to ensure that all events are delivery to time, cost and quality.
**Experience / Qualifications**
- 5 years of experience in IT Support and Services delivery.
- High-energy work ethic, ability to be tactical, drive changes, deliver results and knows how to handle stress.
- Bi-Lingual in Both French and English.
- Proven experience or demonstrated capabilities in leading IT VIP Support initiatives in an international, complex, and very dynamic environments.
- Strong Video Conferencing facilitation skills using MS Teams, MS Teams Events and Webex.
- Strong Cisco Meeting Room Technology experience and skills.
- Ability to facilitate cross-functional teams to deliver, operationalize, document, and support solutions for VIPs.
- Flexible in approach and availability to ensure that the role is visible and accessible outside of core operating hours.
- Leadership skills to communicate on End User Support and Services that inspires and motivates staff and aligns with the Business expectations
- Excellent verbal and written communication skills, including the ability to explain a crisis, processes, to VIP’s, business leaders and end users
- Knowledge of ITIL v3 and project management methodology
- Ability to build a strong partnership with the IT Partners and IT vendors
- Practical experience in following IT best practices, a high-performing ITSM environment
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