Service Desk Lead

QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most - home to hospital, lab to clinic.

Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.

The Role

As we continue to grow as QuidelOrtho, we are seeking a Service Desk Lead. You will be the main point of contact between IT and the local business users/teams for that site(s) or location(s) responsible for. You will function as an escalation point for software/hardware issues or outages for those site(s) and location(s) and establish & maintain site business contacts and keep track of general site health from a business and IT perspective.

You will lead a team of Service Desk professionals prioritizing their work, assigning out tasks & projects along with monitoring critical queues ensuring calls & tickets are managed in a timely manner.

You will be responsible for coordination and maintenance of documenting Service Desk processes, policies, known errors, and instructions in the Knowledgebase for the Deskside Services team reference. You will help provide input and support efficiencies of Service Desk services, communicate with your team on any known issues or policy changes, and report on results to evaluate the effect of these efforts.

You will help drive service improvement through effective metric setting and expanding the value and capabilities of Service Now portal to deflect, intercept and automate calls & tickets that would normally funnel through the Service Desk.

You will actively participate in major incident management (i.e., Service portal comms, front-end message on service desk number, join/engage on resolution bridges), assisting in the quick restoration of service, keep your local business and users updated on service impact and efforts to resolve as quickly as possible. You may not be responsible for fixing the issue directly, but expected to ensure your team and the larger Service Desk department remains updated on efforts to restore service.

Specific to team growth, you will work closely with the Service Desk Manager establishing goals & objectives for the team and tracking performance through-out the year. You will provide coaching and mentoring of the team by empowering them to own the service they offer and feel inspired to continuously learn and improve.

This position will be an onsite role in San Diego, Ca.

The Responsibilities

• Coordinate and provide physical or coordinate physical assistance with any Network or Office Telco issues in any site they support. This can and most likely will include hands and feet support for network and telco systems to the larger support teams.
• Physical asset management is another key duty. This includes ensuring all sites covered have an adequate stock of spare PCs and helping ensure all Physical PC assets are accounted for and documented. As we continue to build out our ITAM process there will be a central location for this documentation, and it is the Site Leads responsibility to ensure the data for any sites they represent is accurately depicted in that system.
• Physical Site coordination is another core responsibility of Site Leads. This includes any physical moves taking place at any location the Site Lead is responsible for. This is also applicable to any site augmentation of services, for example an improved WAN connection solution or a changed VoIP solution for a site.
• Where applicable, management of the current Level 2 IT resources for the site(s) in-scope. The Site Lead position is responsible for managing the Level 2 resources at any site they represent. This includes ensuring coverage is available and working out coverage for larger projects or site changes. They are/will also be responsible for the management of the small site support personnel that will cover their sites once it arrives. This includes verifying/creating the site visit schedule the small site support staff will follow.
• To ensure all company equipment is standard across the organization, Site Leads will create all Client IT-related Quotes through the Dell Portal system for any site in the area they support. Once the quote has been created, verified, and meets our standards, the quote is then passed along to our purchasing team for the final step to have the PO created to order the equipment.
• Site Leads must possess and demonstrate excellent communication skills to keep on top of activities in their areas. This can be achieved through the following:
• Train, mentor and support the deskside services support team, as required. Perform tasks of the Deskside Services support team, as needed.
• Monthly/Bi-Monthly meetings with their main business contacts at each site they represent to ensure all issues are addressed.
• Weekly/Bi-Weekly meetings with all L1/L2 support personnel in their areas to ensure any trending issues are known and to assist with problem resolution.
• Attendance of the Weekly SDL Meeting so the overall projects the company is working on can be understood and any issues or problems you have encountered in your areas can be brought up to the larger group.
• Attend weekly IT Meetings for other critical IT Support Teams.

The Individual

• Ability to think and work independently, coordinate with team members, and escalate as required to perform all tasks.
• Excellent written and oral communication skills.
• Strong interpersonal and customer service skills.
• 5+ years IT customer facing deskside service and administration.
• Software application use and installation experience.
• Must have the ability to resolve technical issues under pressure.
• Experience building, maintaining and fixing Windows 10 / 11 systems and PC hardware.
• Office 365
• Experience managing inventory.
• Ability to pull data from multiple IT solutions for reporting or highlighting issues.
• Remote support
• Information Technology degree or equivalent certification
• Active Directory and Azure AD knowledge.
• Basic Networking Skills
• Experience in Pharma or Med Device compliant environment an advantage.
• Knowledge of ServiceNow Ticketing system.
• ITIL Foundations
• Microsoft OS Certification is a plus.

Preferred:

• A+, Network +, CCNA, MCP, and/or MCSA, desired.
• ITIL Certification a plus
• Microsoft OS Certification a plus
• Strong familiarity with networking technologies, including TCP/IP, DHCP, WINS, DNS and SMTP.
• Strong familiarity with supporting and troubleshooting mobile devices, working knowledge of remote mobile management tools (Intune)

The Key Working Relationships

Internal Partners:

• This position interacts with all areas and levels of the company, including Senior Executives, Managers, Scientists, Business leads Factory workers.

External Partners:

• Contractors and vendors.

The Work Environment

The work environment characteristics are representative of a manufacturing, laboratory, or warehouse environment and include frequent visits to our cold room. Up to 75% of the time at desk, standing or sitting extended periods of time. Flexible work hours to meet project deadlines.

Physical Demands

Up to 75% at desk, on manufacturing floor, walking, standing, and sitting for long periods of time are routine to accomplish tasks in this role; 25% of time in meetings or on the phone. Specific vision abilities required by this job include close and distance vision and the ability to adjust focus. Must have the ability to enter in and out of cold room and lifting up to 30 pounds. Position requires use of Personal Protective Equipment as posted.

Salary Transparency

The salary range for this position takes into account a wide range of factors including education, experience, knowledge, skills, geography, and abilities of the candidate, in addition to internal equity and alignment with market data. At QuidelOrtho, it is not typical for an individual to be hired at or near the top range for their role and compensation decisions are dependent on the facts and circumstances of each case. The salary for this position is $72,000-$80,000 annually. QuidelOrtho offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance, along with a 401(k) plan, employee assistance program, Employee Stock Purchase Plan, paid time off (including sick time), and paid Holidays. All benefits are non-contractual, and QuidelOrtho may amend, terminate, or enhance the benefits provided, as it deems appropriate.

Equal Opportunity

QuidelOrtho believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. QuidelOrtho is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform the duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at orthorecruiting@orthoclinicaldiagnostics.com.