Full Job Description
Guardant Health is a leading precision oncology company focused on helping conquer cancer globally through use of its proprietary blood tests, vast data sets and advanced analytics. The Guardant Health Oncology Platform leverages capabilities to drive commercial adoption, improve patient clinical outcomes and lower healthcare costs across all stages of the cancer care continuum. Guardant Health has launched liquid biopsy-based Guardant360 and GuardantOMNI tests for advanced stage cancer patients and LUNAR assay for research use and for use in prospective clinical trials. In parallel, Guardant Health is actively exploring the performance of the LUNAR assay in initial studies related to screening and early detection in asymptomatic individuals.
Guardant Health is growing fast and maturing our IT Service Desk capability. We’re searching for a seasoned service desk leader who can take us to the next level, to lead and motivate a diverse, global team of service desk experts who are the lifeblood of providing timely yet elegant support of our many technology capabilities to our global end user community.
This role is for someone who has demonstrated their Service Desk leadership skills at multiple companies, with a track record of team leadership, team member growth, managing daily operations issues, continuous improvement of business processes, and introduction of new technologies to improve the user capabilities. If you are someone that can drive the evolution of our Service Desk, then we’d like to talk to you.
Our ideal candidate will have extensive knowledge and experience in the IT space, having prepared and led a mix of FTE and contractors to create a team of Service Desk knowledge experts, with deep experience in the tools and processes required in the user support lifecycle.
What we will need you to do in 2020 and 2021:
Quickly assume the responsibility for daily execution of defined responsibilities, building rapport with team members and business unit peers.
Analyze 2020 requirements for 24x7 operations, moving quickly to establish and own the process for execution to meet requirements.
Engage in the 2021 planning process: gathering, analyzing, and converting requirements into forecasted needs with corresponding scope and budget implications, delivering the 2021 Service Desk operations plan.
Execute the 2021 plan for Service Desk delivery.
Process Ownership: Oversee 100% of the requests, incidents and problems. Manage and coordinate urgent and complicated support issues. Act as an escalation point for all requests and incidents. Develop and mature our ticket response & escalation processes to ensure free flowing information and escalations within the organization. Build and nurture relationships with peers and stakeholders across the Guardant Health enterprise. Develop Service and Business Level Agreements to set expectations and measure performance. Develop an effective and workable framework for managing and improving customer IT support in the organization..
24/7 Operations: Evolve and mature the Service Desk processes to ensure 24x7 operations delivery as needed to meet business requirements, managing a diverse set of service desk experts. Leverage existing IT ecosystem processes and technologies for event management and alerting to ensure IT team members and business stakeholders are notified of impact issues and resolutions, keeping communications flowing. Determine root cause of issues and communicate appropriately to internal and external customers. Advise management on situations that may require additional client support or escalation.
24/7 Staffing: Manage process, with assistance from People team, to fill open positions with FTE and Contractor resources. Schedule employees working times and provide backup support.
Technology Vision: In partnership with the Manager of IT Infrastructure, oversee IT solutions portfolio and ensure top quality solutions are available to the IT staff and enterprise users. Ensure smooth procurement lifecycle operations for Service Desk tools through elegant vendor relationship management. Contribute to the process for analyzing company requirements for user and capabilities growth, turning these into technology strategies and purchases for products under IT management. Oversee delivery of new or updated technologies and processes by following company approved project management lifecycle processes and governance. Expand capabilities to deflect incoming questions to self-service knowledge sources and automated response services.
Metrics and KPIs: Oversee process to define, capture, and publish KPIs for Service Desk requests & resolution, with trend insight analysis. Provide data and reporting of KPIs and trends for consumption within the IT group and across global business units, both as recurring and ad-hoc reporting.
Team Member Management & Growth: Train, coach and mentor Service Desk Specialists including career development. Oversee staff training activities. Improve and modernize training material for support staff, and provide, encourage and track team member training accomplishments.
Compliance and Audit: CAA, PCI.oordinate service desk activities with internal/external auditors on SOX internal controls framework for IT general controls and IT automated controls, keeps systems and procedures in regulatory compliance, including but not limited to SOX, HIPAA
5+ years leading IT Service Desk capabilities in geographically diverse environments including offshore teams in EMEA and Asia, with oversight for the processes articulated in the above requirements.
10+ years of IT experience as a service desk specialist/manager or systems/network engineer.
Prior experience with SOX and related audit processes.
Superior communication skills and comfortable talking to a wide range of people across all levels of the organization. Experience building relationships with employees, managers, and other peers.
Outstanding analytical, problem solving, and critical thinking skills.
Must be self-directed, able to work independently, as well as work in a team-oriented and fast paced environment.
Proven track record of implementing and scaling people processes, operations, and systems.
Advanced project management skills - ability to handle multiple projects at once and competing priorities. Organized, extremely detail-oriented and execution-focused a must.
Bachelor’s Degree in Computer Science, MIS, EE or related studies. Master’s degree is a plus.
Guardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
All your information will be kept confidential according to EEO guidelines.
Please visit our career page at: http://www.guardanthealth.com/jobs/
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