Job Description:

At Eisai, satisfying unmet medical needs and increasing the benefits healthcare provides to patients, their families, and caregivers is Eisai s human health care (hhc) mission. We re a growing pharmaceutical company that is breaking through in neurology and oncology, with a strong emphasis on research and development. Our history includes the development of many innovative medicines, notably the discovery of the world's most widely-used treatment for Alzheimer s disease. As we continue to expand, we are seeking highly-motivated individuals who want to work in a fast-paced environment and make a difference. If this is your profile, we want to hear from you.

JOB SUMMARY

The Manager leads a team of employees and a contingent workforce to provide end user support services at the Exton, PA site and other Eisai locations (such as Baltimore and Raleigh). They will also manage the help desk ticketing system, ensuring that all tickets are properly routed and ensuring that exceptional support is provided to end-users.

They will be both a technical and resource leader driving resolution of open tickets and meeting project deadlines. Technical support duties will include installation, documentation of policies and procedures as well as troubleshooting and testing applications.. They will ensure new members of the Exton workforce are trained on relevant IT user systems during the orientation process and manage.

ESSENTIAL FUNCTIONS

* Manage and lead direct reports including recruitment, supervision, scheduling, development, and performance management.

* Provide daily coaching and mentoring to staff (direct reports and project teams). Identify development opportunities and align to career objectives. Highlight strengths and reward successes.

* Performs installation, testing and support services for assigned applications.

* Provide advanced application support and guidance to end users and provide technical guidance to less experienced personnel; serve as a point of contact for application problems; assesses problems and identify resolutions.

* Management of help desk ticketing system, ticket routing, as well as ticket resolution.

* Prepares written documentation of various types; application documentation, functional specifications, work instructions, status reports, etc.

* Participates in applications analysis and impact analysis of new and or different applications, processes and changes.

* Ensuring that help desk staff members are trained appropriately as well ensuring that help desk team members are executing in the role as needed.

* Make recommendation with some guidance and provide alternatives with regards to some development and support initiatives.

* Support the infrastructure lead in maintaining data center servers, network and storage devices.

* Schedule and perform system patches and upgrades in a timely manner.

REQUIREMENTS

* Bachelor's degree in information Systems, Computer Science or a combination of years of experience and education required.

* 7-9 years' experience in mid-level/advance technical customer support services preferred.

* Experience with Microsoft Windows 10 required.

* Experience with Microsoft Office 365 required.

* Experience with Microsoft Server 2008 or greater required.

* Understanding of Active Directory a plus.

* Experience supporting IT business processes, network management, hardware, software, labs, workstation and server

* Experience managing a helpdesk ticketing system preferred.

* Experience mentoring and providing guidance to technical resources.

* Experience orientating new users on the use of IT related Products and Equipment.

* Time management skills and attention to detail.

* Ability to work well with others.

* Availability for after-hours support or weekend work when necessary.

Eisai is an equal opportunity employer and as such, is committed in policy and in practice to recruit, hire, train, and promote in all job qualifications without regard to race, color, religion, gender, age, national origin, citizenship status, marital status, sexual orientation, gender identity, disability or veteran status. Similarly, considering the need for reasonable accommodations, Eisai prohibits discrimination against persons because of disability, including disabled veterans.

Eisai Inc. participates in E-Verify. E-Verify is an Internet based system operated by the Department of Homeland Security in partnership with the Social Security Administration that allows participating employers to electronically verify the employment eligibility of all new hires in the United States. Please click on the following link for more information:

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