Associate Director, IT End User Services

Brief Description:

The Global End User Services Associate Director will oversee the delivery of End User Services for Jazzicians across North America (NA) and Europe (EU), including support for executives in their IT needs across multiple time zones. This role will provide strategic leadership, managing regional Team Leads and collaborating closely with managed service provider (MSP) teams, client engineers, and service desks to ensure seamless delivery through service and desk-side personnel in various offices. We're seeking a leader who is customer service-focused, organized, meticulous, accountable, empathetic, collaborative, and adept at handling demanding and sensitive situations.

Hands-on yet strategic, this individual will develop a deep understanding of the global business, users, and executives to support their day-to-day technological needs. The role requires a data-driven approach to problem-solving, a proven ability to establish credibility at the executive level, the capacity for quick adaptation to business priorities, and effective planning, prioritization, and timely delivery of commitments.

In this role, you will be results-focused, aiming to achieve key goals as outlined. You will help promote our collaborative culture by working with colleagues across different departments to solve problems and develop practical solutions. Your contributions will be appreciated, and your efforts will be crucial to our collective success, supporting Jazz's Strategy and Vision for growth and becoming a high-growth biopharmaceutical leader.

Essential Functions (Responsibilities)

• Enhance support team visibility and accessibility using tailored communication tools for global audiences.

• Conduct quarterly visits to 3-5 NA sites and key EU locations (e.g., Dublin) to assess operations and build relationships.

• Oversee cross-regional improvement projects to standardize processes and boost efficiency.

• Develop support models that address diverse user needs, accounting for cultural and regulatory differences (e.g., GDPR).

• Provide executive support for critical IT issues, coordinating resources for global meetings and events.

• Identify user challenges and collaborate on solutions, incorporating feedback from NA and EU stakeholders.

• Build relationships with executives and support teams to foster trust and advocacy.

• Provide strategic input to refine IT processes for efficient global end-user service.

• Manage MSPs, staffing, monitoring SLAs, and performance metrics for high-quality service delivery.

• Act as the senior escalation point for service desk and on-site teams, resolving complex issues promptly.

• Oversee the creation of technical troubleshooting guidelines and knowledge articles to empower issue resolution.

• Standardize global onboarding, collaborating on new-hire training, and day-one experiences.

• Coordinate technology support for global meetings, including sales conferences and earnings calls.

• Conduct metrics reporting to identify trends, focus areas, and global KPIs, emphasizing user experience improvements.

Required Knowledge, Skills, and Abilities

• 7+ years of experience in service delivery management leading teams of 10 or more, preferably in a global or multi-regional setting.

• Over 5 years of technical support experience for Windows desktop platforms, with proven leadership in team supervision, resource allocation, performance management, and service level improvement.

• Skilled in installing, configuring, and troubleshooting desktop technologies such as hardware (laptops, desktops), operating systems (Windows), mobile devices (iOS, Android), conference room A/V systems, printers, and peripherals.

• Experience with imaging, virus scanning, endpoint encryption, desktop backup utilities, remote support tools, and modern workplace platforms like Microsoft 365, Intune, and endpoint management solutions.

• Knowledge of MSP oversight, vendor management, and compliance with global IT regulations (e.g., GDPR, CCPA).

• Bachelor's degree in computer science or a related field; advanced degree or certifications (e.g., ITIL, PMP) preferred.

• Occasional mobility within an office environment.

• Routinely sitting for extended periods.

• Travel to different sites and off-site locations in NA and EU for support when business requires in-person presence, including international travel.

• Mostly remote, working from home, remaining connected through Microsoft Teams and email with regular video conferencing.

• When on-site, work indoors in a typical office environment with little exposure to excessive noise, dust, fumes, vibrations, and temperature changes.

• Frequent use of a computer workstation both at home and in the office.

• Responsibilities may require a work schedule that may include working outside of "normal" work hours to accommodate global time zones and meet business demands.

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