Senior Technical Support Manager

hace 2 semanas

Xico, México Tevapharm A tiempo completo

About the Role
Tevapharm is seeking an experienced Senior Technical Support Manager to lead the Customer Experience team that supports the IT service desk team providing L1 support consistently across Teva.

Key Responsibilities
As a Senior Technical Support Manager, you will be responsible for managing and leading a team of agents and subject matter experts aligned to you, placed in 2-3 time zones/locations. Your prime responsibilities include:

  • People Management - Manage and lead the agents and subject matter expert(s) aligned to you, placed in 2-3 time zones/locations; Performance Management of the team.
  • Operations Management - Responsible for all aspects of day-to-day operations of the team aligned to you with respect to (but not limited to) call handling, response and resolution, introduction of new services, workload monitoring and management, performance against service level targets, quality control, call handling, training, education, knowledge management, escalations and continual service improvement.
  • Controls & Compliance - Ensure all activities performed by your team are compliant with policies, standards, and processes.

Requirements
To be successful in this role, you will need to have:

  • Strong understanding of ITIL (IT Infrastructure Library) foundation, Six Sigma & Agile practices.
  • Six Sigma Green Belt trained (preferably certified).
  • Knowledge of Quality Tools, Systems and Processes.
  • Expert working knowledge on Microsoft Applications - PowerPoint, Excel, MS-Project.
  • Basic Knowledge on MS-Outlook and MS-Exchange, Networking (VPN/Connectivity Issues), Internet Security, Windows, Mac O/s (Basics), Android, iOS, MS-Teams, Webex, Slack, O365.
  • Experience with ServiceNow or similar Incident Management Tool.
  • Experience and Knowledge of Staffing and Scheduling tool(s) like Avaya Workforce Optimization Suite.
  • Experience working in a pharma/Biotech/GxP environment is preferred.
  • Bachelor's Degree in computer science, Engineering, or related discipline with an IT certificate/diploma.
  • Quality Certification will be considered as an advantage.

What We Offer
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.

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