Lead, End-User Services

Information Technology Seattle, Washington


Description

Why Work for Us? 

Innovation. Act with Integrity. Collaboration. Embrace Diversity. Care 

We come from many countries, cultures, races, ethnicities, abilities and nationalities. We bring our passions including singing, biking, swimming, dancing, cooking, volunteering, parenting, coaching and much more! We are proud of our nearly equal balance of men and women and strengthened by our non-binary and transgender team members. Every employee belongs.

We offer challenging career opportunities, competitive benefits and an environment that recognizes and rewards performance. 

Company Description

Zymeworks is a clinical-stage biopharmaceutical company dedicated to the discovery, development and commercialization of next-generation bispecific and multifunctional biotherapeutics, initially focused on the treatment of cancer.  Zymeworks’ suite of complementary therapeutic platforms and its fully-integrated drug development engine provide the flexibility and compatibility to precisely engineer and develop highly-differentiated product candidates. 

Zymeworks is seeking a highly motivated Manager, End-User Services who is looking to grow their career with our company. 

This position will report to Director, Information Technology & Systems and will be located in either Seattle, WA or Vancouver, BC. 

Job Description and Responsibilities

  • Provide leadership to our highly-skilled and growing team of End-User support specialists in Canada and the United States.
  • Deliver an exceptional internal customer experience by ensuring timely, professional, effective, and knowledgeable assistance to our employee's technical needs.
  • Drive continuous growth in the End-User Services team through coaching, development goals, performance management, and training.
  • Ensure team members understand departmental objectives, specifications, deliverables, timelines and tasks.
  • Participates in technical support of users as necessary and is source of escalation when needed.
  • Forecasts resource requirements and develops hiring, equipment and licensing projections based on projected company headcount.
  • Monitors incoming trouble ticket queues for issues requiring escalation or prioritization.
  • Monitors issue requests for exceptions to service level agreements
  • Manages testing and deployment of software update packages for operating systems and application software.
  • Develops and maintains vendor relationships, manages IT purchases, tracks physical assets and monitors warranty status.
  • Provides input into Best Practices. Reads, writes, reviews and edits documentation including work instructions, SOPs, validation documentation, installation instructions.
  • Actively works to foster an environment of effective and collaborative working relationships amongst employees, management and external partners/vendors.
  • Reads pertinent literature to improve technical knowledge and maintain awareness and understanding of developments related to current or anticipated projects and/or products.

Qualifications

  • Technical diploma in a related discipline and a minimum of 7 years of related technology management experience or an equivalent combination of education and experience.
  • 3+ Years of successfully managing a team of end-user support professionals both locally and remotely.
  • Additional technical certifications required.
  • An equivalent combination of education and experience may be considered.
  • Adhere to the highest degree of professional standards and strict confidentiality on matters that require discretion. 

Skills and Abilities:

  • Demonstrated experience in the supervision of a team supporting end-user technology
  • Proven interpersonal skills with the ability to work collaboratively as a member of a team. Ability to establish and maintain effective working relationships
  • Strong organizational skills and the ability to work effectively in a high paced, fast changing environment. Results-oriented
  • Excellent oral and written communication skills with the ability to explain technical concepts to non-technical users
  • Highly proficient in supporting OSX and Windows operating systems
  • Strong understanding of systems supporting End-user components such as desktop management, directory services and security suites
  • Thorough understanding of networking principles and technologies
  • Familiar with System Life-Cycle and Change management methodologies

NOTE TO EMPLOYMENT AGENCIES: Zymeworks values our relationships with our Recruitment Partners. We will only accept resumes from those partners whom have been contracted by a member of our Human Resources team to collaborate with us. Zymeworks is not responsible for any fees related to resumes that are unsolicited or are received without contract. 


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