Technology Support Team Lead

3 weeks ago

Addlestone, Surrey, United Kingdom Astellas Europe Full time

Astellas Europe: End User Technology Support Team Lead

We are a progressive health partner, delivering value and outcomes where needed. Our global vision for Patient Centricity is to support the development of innovative health solutions through a deep understanding of the patient experience.

Job Summary:

We are seeking a highly skilled and experienced End User Technology Support Team Lead to lead our global Help Desk and Field Services teams. As a key member of our IT organization, you will be responsible for ensuring world-class service delivery, enhancing operational efficiency, and elevating customer satisfaction across the board.

Key Responsibilities:

  • Lead global End User Technology Support teams, including Help Desk and Field Services, ensuring timely issue resolution.
  • Develop and implement strategies to enhance support operations, reduce resolution times, and improve user experience.
  • Drive continuous improvement initiatives, optimizing processes and tools, and aligning support with organizational goals.
  • Recruit, mentor, and develop team members, promoting a customer-centric approach and professional growth.
  • Manage budget, resources, and tools for support services, balancing cost-effectiveness with high-quality service delivery.

Requirements:

  • Proven experience as an IT support and a leadership role managing Help Desk/Field Services teams.
  • Strong leadership, communication, and project management skills with a focus on data-driven decision-making.
  • Proficient with support tools (ticketing systems, remote support) and experience in fast-paced, high-growth environments.
  • Bachelor's degree in IT or related field or a Master's degree or equivalent.

What We Offer:

We offer a hybrid working solution allowing time to connect with colleagues in person at the office alongside the flexibility to work from home. This is a permanent, full-time position that requires a blend of home and 2-3 days per week in our UK office in Addlestone. Candidates must be located within a commutable distance of the office.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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