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Helpdesk Manager Aegerion Pharmaceuticals, Inc.
THIS JOB HAS EXPIRED
Position DescriptionAegerion is seeking a Helpdesk Manager with experience in delivering technical, logistical, and international support to a globally diverse and dynamic environment covering multiple time zones. Success in this position means streamlining and implementing service processes, meeting SLAs, and driving continuous improvements. In addition to having a solid technical background, this candidate must have strong communications skills, be able to work with outsourced helpdesk services, and have a passion for service. The ideal candidate will have worked in the Life Sciences industry.
Key Responsibilities
Provide support to the user base at the company headquarters and facilitate the delivery of support to remote users
Ensures that the outsourced helpdesk meets the needs of the company
Promote and maintain the image of the Helpdesk as a personal support group to advance IT as a global business function
Qualifications and Experience
Experienced manager (2-3 years) working with an outsourced helpdesk service provider
Understanding of international procurement and distribution of computer equipment
Must be able to work with all levels within the company
Must understand how to optimize helpdesk procedures and processes while proactively analyzing helpdesk statistics for continuous improvement
Ability to think and work independently to resolve business problems within the organization using established processes, procedures and standards
Must possess strong technical and problem solving skills, and be able to act as an escalation point for support technicians
Conducts regularly scheduled meetings with the service providers to ensure timeliness, consistency, and customer satisfaction
Must be capable of training end-users in applications and operating systems fundamentals.
Experience with cloud-based environments
5+ years of progressive experience in related positions
Understanding of regulated environments (Sarbanes-Oxley, cGxP)
BS in Computer Science/Engineering/MIS, or equivalent real world experience
Multilingual a plus
Technical Requirements:
Windows 7/8 and Windows Server 2008 R2
Microsoft Active Directory
Office 2010/2013
Experience with hosted email providers
Experience with provisioning and support of mobile devices (iOS, Android, Blackberry)
Experience with Virtualized Desktop technologies (VMware)
Experience with VoIP and PBX technologies
Familiar with SharePoint 2010
| Location: | Cambridge, MA United States |
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THIS JOB HAS EXPIRED
Aegerion Pharmaceuticals, Inc.
Investors: Alta PartnersAll Jobs: at Aegerion Pharmaceuticals, Inc.
| Web Site: | www.aegerion.com |
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| Headquarters: | 00000 United States |
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