IT Manager

  • Circassia Pharmaceuticals
  • Morrisville, NC, USA
  • Jan 16, 2024
I.T Management Pharmaceutical

Job Description

This role will report to the Vice President, US Medical Devices Business Unit, and is responsible for managing, supporting, and improving the information technology for the US office and remote US commercial team. This role will also have a dotted line reporting to the Global IT Operations Director. This individual will be a key member of the Group IT team, responsible for contributing to the Group IT strategy and the local implementation of that strategy, and expected to contribute and present ideas, initiatives, improvements, and solutions.

Working within Corporate guidelines and with little direct day to day supervision, the role is very much autonomous and a real opportunity to shape and influence the broader Circassia IT landscape while delivering significant local business and service benefits. Ideally, this individual will be dynamic and personable, who gets things done and readily interacts and communicates exceptionally with colleagues and peers, and works well under pressure. The individual will have had previous experience of managing a small successful IT team and preparing and delivering to the annual budget, managing audits, and inventories to name but a few essential IT activities.

Technically, this person enjoys a challenge and is creative in their solutions, with sufficient grounding in networking, communications, security, and WAN/LAN infrastructure to deliver a high level of continuous operation to the US office. They are an Office 365 product expert and have a familiarity with the broader Azure cloud and how these technologies can deliver added value to the business.

The role can be summarised as encompassing three key areas, that of a local solutions advisor, a local technical advisor, and a service manager for the US team:

  1. As our solutions advisor, we expect this role to work closely with local onsite management and all functional teams to provide guidance and reassurance for local systems selection and implementation, and globally with other functional areas on global system implementations and rollouts.
  2. As our technical advisor, we expect sound technical guidance and high-quality input to the IT team driven by local requirements across all areas, including connectivity, security, infrastructure, and compliance.

As our service specialist, this individual will be responsible for defining and delivering all US IT service & support across all devices, with many being remote commercial users.

Other Responsibilities of Role

  • In line with Corporate standards and procedures, procures all local IT equipment and manages local IT vendor contracts and all supporting services.
  • Plans, builds, develops, and manages the local IT organization supporting the team in the US, which will include the preparation and presentation of budget proposals.
  • Point of contact for all communication from local staff regarding business requirements and IT issues and triage, action, or escalate as appropriate.
  • Provides new user and ongoing training on related systems
  • Delivers local support service, troubleshooting standard Windows client applications, amongst others (i.e., Android & Apple mobile devices).
  • Follows escalation procedures when cases require escalation to the next level of support.
  • Ensures adequate support mechanisms and contracts are in place to deliver an exceptional support service for all US business and technical, and when appropriate outsourced applications.
  • Liaises and communicates with external suppliers and vendors to ensure the office space and field-based IT needs are supported.
  • Works closely with all internal departments to ensure all relevant hardware and application guidelines, standards, and compliance obligations are fully met or exceeded.
  • Establishes return on investment (ROI) measurements for local applications and other investments minimizes IT costs and resources required to support the business.
  • Maintains the inventory of all technology equipment, software, and software licenses.
  • Logs and tracks all IT problems completely through resolution. 
  • Supports facilities-related issues, including moves, adds, and changes for offices and office equipment.
  • Maintains and supports telephone and voicemail systems.
  • Responsible for local risk analysis and corrective/preventive actions for the systems.
  • Maintains a contingency plan and ensures functional back-up systems exist.
  • Maintains and supports office equipment, including printers, copiers, and scanners.

Qualifications and/or experience required to perform the role

  • A Bachelor's degree in Information Systems, Computer Science, or a related field.
  • At least five (5) or more years of relevant IT experience, working directly with end-users
  • Healthcare experience highly preferred but not required.
  • Certifications in Cybersecurity, Cisco, Microsoft, ITIL, and Project Management a plus.
  • Knowledge of Office 365 and Azure cloud and technologies is essential.
  • Proficiency in the computing environment, mainly Microsoft Windows and Microsoft Office products
  • Excellent communication and problem-solving skills, with a customer service focus. Direct and honest in all communication and feedback.
  • Must be self-motivated, process-oriented, and able to multi-task often under pressure.
  • Ability to communicate with customers, peers, and management in a professional manner.
  • Perform in a consultative, collaborative, and team-focused style with an ability to build strong relationships within the local business. Team oriented, open to new ideas; shares own knowledge. Collaborates well with others and is willing to seek help accordingly.
  • Experience in ITIL and change management processes, managing Service Desk, and compliance efforts.
  • Ability to multi-task simultaneously with projects and staff.
  • Proficiency supporting users in a hosted Cloud environment preferred.
  • Must be capable of identifying and researching technology-related issues and be capable of implementing solutions.
  • CRM experience with technology such as Veeva preferred.
  • Requires minimal guidance and must be able to function independently.
  • Self-motivated with the ability to work in a fast-moving environment.