Director IT Operations- Service desk

Who we are

Together, we’re on a mission to make good health more affordable and accessible, to help millions around the world enjoy healthier lives. It’s a mission that bonds our people across nearly 60 countries and a rich, diverse variety of nationalities and backgrounds. Working here means working with the world’s leading manufacturer of generic medicines, and the proud producer of many of the products on the World Health Organization’s Essential Medicines List. Today, at least 200 million people around the world take one of our medicines every single day. An amazing number, but we’re always looking for new ways to continue making a difference, and new people to make a difference with.

The opportunity

IT Services and Support is looking for an experienced Service Desk Manager to lead a 24/7 IT helpdesk team providing L1 support consistently across Teva. An ideal candidate will bring a combination of hands-on technical and proficient team management qualities to a fast-paced and growing environment. You should be an expert in IT End User Services processes and related technologies.
In your journey with us, your prime responsibilities are:

• Managing and leading a global help desk team placed in 2-3 time zone locations for addressing and resolving incidents/requests, including systems and hardware issues 
• Manage, Create, and implement processes to deliver reliable, knowledgeable, friendly, and timely user support services. Responsible for end-to-end support of business continuity for Teva global systems world-wide
• Managing a ticketing system (ServiceNow) to ensure effective management and accountability, measuring the support team’s efforts, and ensuring meeting SLAs and other KPI’s 
   

How you’ll spend your day

• Manage a 24x7 global service desk team providing phone, self-service, and live chat support
• Manage a team of ~100 employees
• Take full accountability and ownership of customers’ issues and follow problems through with end-to-end resolution
• Strategy a plan to lead the global service desk team to adopt AI platforms and capabilities to streamline the services offered by the team
• Apply best practices for help-desk processes and address areas of improvement
• Effective vendor management is required to ensure adherence to contractual terms, service delivery requirements, and performance. 
• Utilize multiple digital channels and opportunities to consistently interface with end-users and help shift the organizational culture to be engaged in the digital transformation by being available, reliable, and responsive at all times
• Monitors metrics to ensure continual improvement on all processes and strives to improve upon the agreed operational SLAs/KPIs
• Develop and establish agile and customer-focused service procedures, policies, and standards
• Develop and analyze daily, weekly, and monthly reports and statistics on the Service Desk team’s productivity
• Build and maintain strong, trustworthy relationships with end-users and stakeholders
• Manage team schedules, resource capacity for each shift, balancing time-offs, and preventing burnouts

Your experience and qualifications

• 10+ years in managing Services desk operations in a global landscape
• Strong Vendor Management skills to influence desired outcomes
• Excellent analytical and troubleshooting skills 
• Strong time management and organizational skills, detail-oriented, and takes initiative to tackle challenges
• Demonstrated proficiency in communicating complex technical ideas in plain language to users, both verbally and in writing
• Experience with ServiceNow or a similar Incident Management Tool
• A bachelor’s in computer science, Engineering, or a related discipline with an IT focus is preferred
   

Reports To

Senior Director ITO, Head of Global Service desk & NOC

Already Working @TEVA?

If you are a current Teva employee, please apply using the internal career site available on "Employee Central". By doing so, your application will be treated with priority. You will also be able to see opportunities that are open exclusively to Teva employees. Use the following link to search and apply: Internal Career Site

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Teva’s Equal Employment Opportunity Commitment

Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws. We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to support you throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.