Supervisor IT Onboarding

Information Technology Bothell, Washington


Description

Summary: 

Seattle Genetics Global IT is seeking a Supervisor of IT Onboarding to lead the IT onboarding team. This position is responsible for managing and improving the Onboarding process and new hire user experience for all. Reporting to the Manager of the support center, he/she will use their proven leadership, knowledge, and experience to deliver high-quality execution and operational excellence necessary to support a fast-growing Biotech company. 

Principal Responsibilities: 

  • Leads Seattle Genetics IT onboarding team to drive a customer- centric approach 
  • Oversees all aspects of IT onboarding including planning, process improvements and standardization to provide best in class onboarding experience  
  • Ensures timely, accurate, and complete assistance to Seattle Genetics employees in the areas of onboarding according to set Service Level Agreements and IT procedures 
  • Monitors and reports on operations and escalations of IT onboarding 
  • Provides leadership and management for a diverse team, including recruitment, training and development, disciplinary matters and appraisals 
  • Serves as a representative of the end user community and represents its views and changing needs back to the IT operations 
  • Implements applicable industry best practice support model, such as the IT Infrastructure Library (ITIL) v3 to improve Seattle Genetics IT operations maturity level and move to a more customer-centric support focus for all IT services 
  • Work closely with business units to continuously improve people, process, and technology 
  • In consultation with IT management, establishes, communicates, and monitors IT support service level agreements (SLAs) 
  • Tracks, measures and reports on key support performance metrics (SLAs) for IT onboarding 
  • Performs trending and root cause analysis on reports and statistical data received from Workplace computing to identify and develop strategies for addressing chronic issues 
  • Develops policies and procedures for all IT onboarding 

Required Knowledge, Skills, And Abilities: 

  • Advanced knowledge of IT systems and customer support operations management 
  • Advanced knowledge Windows operating system 
  • Advanced technical knowledge of networks and communication systems 
  • Working knowledge of help desk operations 
  • Advanced ability to lead technology projects for the enterprise (desktop/tablet/smartphones) hardware/ software upgrades 
  • Ability to learn new technology and keep abreast of the latest technological advances 
  • Strong customer-focus and demonstrated experience working with/meeting business users’ requirements 
  • Proven service management skills – setting and measuring SLAs and KPIs 
  • Excellent analytical and problem-solving abilities 
  • Ability to efficiently manage multiple initiatives simultaneously 
  • Strong interpersonal relationship, team building, collaboration and objective facilitation skills 
  • Strong verbal and written communication skills 

Education: 

  • Associates degree in IT or related discipline 
  • 7+ years IT operational support experience 
  • 2+ years experience leading an IT support team 

 

As the leading employer in our industry in the Pacific Northwest, Seagen is proud to offer a competitive total compensation package as well as a comprehensive benefits program designed to support the whole lives of our employees and their families. Benefits include medical, vision and dental coverage, group and supplemental life insurance, 401(k) with company match, tuition reimbursement, relocation assistance and much more. To learn more about Seagen, please visit www.seagen.com.  

Seagen is an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, age, gender identity, sexual orientation, color, religion, sex, marital status, national origin, protected veteran status, disability status, or any other status protected by federal, state, or local law.  

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