Supervisor, IT Support Center (1414-679)
Rockville, MD

Job Description

Summary of the Position:

Responsibility for IT help-desk management and continuous improvement of IT help-desk services based on ITIL. Assist IT management in the development, implementation, and continuous improvement of IT Service Management processes, and measuring and reporting on Key Performance Indicators (KPIs) related to those services.

Roles and Responsibilities

* Assist in the development of IT Service Management processes and the improvement of service delivery.
* Assist the Senior Manager IT Support Center (ITSC) in establishing, promoting, auditing and reporting of Service Level Agreements (SLAs), and Operating Level Agreements (OLAs).
* Assist IT management on the improvement of a strong IT Service Transition and Service Operation practice (i.e. Change Management, Problem Management, and Deployment Management) to ensure delivery meets business needs.
* Partner with USP Staff Engagement functions to make staff aware of upcoming changes.
* Survey staff on service delivery performance and improvement opportunities.
* Manage the day-to-day workload and activities of ITSC Support Technicians.
* Review progress of assigned tickets, ensuring performance is within SLA's and technicians are following the established processes and procedures.
* Assist as technical liaison in the execution of project/tasks assigned to the ITSC through PMO and IT management.
* Partner with global colleagues in resolving reported issues in a timely manner.
* Assist in the development and management of the ITSC Service Catalogue in support of USP's staff and contractors.
* Assist in the fiscal planning and preparation of ITSC's hardware/software budget.
* Ensure that the help desk team follows all established USP and IT SOPs, policies, and procedures.
* Perform other duties as assigned.

Basic Qualifications

* Bachelor's degree in Information Services or a related field
* 5 years' experience delivering IT service management and process management in a corporate environment; including ISO2000 and ITIL V3
* Equivalent combination of education and experience can be substituted (9 years)

Preferred Qualifications

* ITIL v3 Expert certification with strong knowledge of ITIL 2011
* Administration and management experience in an ITSM environment and IT service desk environment.
* Knowledge of developing and managing SLAs, KPIs, and critical success factors for IT Services.
* Results-orientation, with strong analytical and problem-solving skills.
* Ability to establish a vision for the help-desk team.
* Ability to work in multi-disciplinary teams to develop, deliver, operationalize, document, and support solutions.
* Experience managing continuous improvement programs.
* Excellent communication skills.

Supervisory Responsibilities

Manages a team of six support technicians.

USP offers an impressive benefits package, including:

* Generous paid time off - 14 paid holidays, 10 sick days and 15 vacation days per year to start
* An annual 401(k) contribution, beginning after 1 year of service, of 10% of pay (base and bonus) every pay period that vests immediately
* Comprehensive individual and family healthcare plans with affordable premiums and low annual deductibles ($250/individual or $500/family)

The U.S. Pharmacopeial Convention (USP) is a scientific nonprofit organization that sets standards for the identity, strength, quality, and purity of medicines, food ingredients, and dietary supplements manufactured, distributed and consumed worldwide. USP's drug standards are enforceable in the United States by the Food and Drug Administration, and these standards are used in more than 140 countries.

Being a part of USP means belonging to a diverse culture made up of more than 1,000 talented professionals working together at five international locations. We share our expertise in science, IT, human resources, quality assurance, communications, administrative management, and more...all to support an overall mission dedicated to making a difference by providing standards and programs that help improve the quality of medicines, dietary supplements, and foods worldwide.

USP is proud to be an equal employment opportunity employer (EEOE) and affirmative action employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color, veteran status, sexual orientation, gender identity or any other protected class. We are committed to working with and providing reasonable accommodation to individuals with disabilities.

USP does not accept unsolicited resumes from 3rd party recruitment agencies and is not responsible for fees from recruiters or other agencies except under specific written agreement with USP.

Job Location Rockville, Maryland, United States Position Type Full-Time/Regular