About USDM
USDM Life Sciences is a premier consulting company with 20+ years of experience assisting heavily regulated biotech, medical device, and pharmaceutical companies with their GxP technologies to accelerate growth. Our deep domain knowledge and technology expertise in life sciences business processes are what set us apart. From strategy to implementation and adoption, we have delivered thousands of GxP projects globally.
As part of the USDM team, you will have the opportunity to work with cutting-edge technologies through our many partnerships with companies like Microsoft, Google, Oracle, DocuSign, Box, and many more. From molecule to market, you will help connect technology, people, and data in new ways to generate real-time insights to improve business outcomes for USDM’s clients. Are you ready to make an impact and drive real digital transformation in life sciences?
Founded in Santa Barbara in 1999, USDM has grown into a progressive, global company with 300+ remote employees and offices throughout the US, Canada, and Germany.
Nature and Scope of Job
USDM Life Sciences is seeking an IT Service Desk Lead to work with our clients by taking full ownership of the IT Service Desk operations.
Primary Responsibilities
- Create and manage reports, streamline service systems, and implement user feedback for continuous improvement.
- Drive the development and implementation of enhanced IT support processes to boost efficiency and service quality.
- Actively create and maintain thorough documentation in Confluence, ensuring resources are up-to-date and accessible.
- Collaborate with HR-IT to manage IT aspects of the employee lifecycle, from onboarding new hires to handling terminations.
- Engage and contribute meaningfully to daily standup meetings, providing updates and insights.
- Serve as the primary point of contact for IT support, assisting users with both walk-up and remote requests efficiently.
- Diagnose and resolve complex IT issues efficiently across a range of platforms and technologies.
Additional Responsibilities
- Maintain a detailed record of active tasks and deliver comprehensive weekly reports to the IT department head.
- Oversee and monitor IT systems and equipment, including conference rooms, lab systems, and servers, to ensure optimal performance.
- Perform other duties as assigned.
Qualifications
- Strong verbal and written communication abilities to effectively interact with team members and end-users.
- Highly self-driven with a strong desire to learn autonomously and take initiative without needing close supervision.
- Deep knowledge and experience with modern IT systems, including Azure, AWS, and other cloud-based platforms.
- Familiarity with ITIL practices, including incident, problem, and change management, to ensure alignment with industry standards.
- In-depth experience managing and supporting cloud services, particularly Azure and AWS, with a strong understanding of cloud security principles and best practices.
- Ability to manage and lead IT projects, including planning, execution, and delivery, ensuring alignment with organizational goals.
- Solid understanding of networking fundamentals, including TCP/IP, DNS, VPN, and firewall configurations, as well as best practices in cybersecurity.
- Experience with modern endpoint management tools (e.g., Microsoft Intune, Jamf) to oversee device management, security, and compliance.
- Proficiency in automation tools and scripting languages (e.g., PowerShell, Python) to streamline processes and improve service desk efficiency.
- Capacity to thrive in a dynamic, fast-paced environment with rapidly changing priorities and technologies.
- Ability to work with external vendors, negotiate contracts, and manage relationships to ensure service levels are met.
Education & Certification
- A Bachelor’s degree in Information Technology, Computer Science, or a related field.
Working Conditions
The working conditions described here are representative of those that must be met by an employee to successfully perform the essential responsibilities and functions of the job and are not meant to be all-inclusive. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential responsibilities and functions of the job.
Unless reasonable accommodations can be made, while performing this job the staff member shall:
- Sit or stand at a desk in an environmentally controlled office environment for prolonged periods of time.
- Constantly operate a computer and other office productivity machinery, such as a calculator, scanner, or printer.
- Frequently communicate with stakeholders via telephone, email, or instant message. Must be able to exchange accurate information in these situations.
Equal Opportunity Statement
USDM Life Sciences is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Disclaimer
This job description is intended to describe the general nature and the level of the work being performed by the people assigned to this position. It is not intended to include every job duty and responsibility specific to the position. USDM Life Sciences reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
Compensation
Salary/Hourly Rate Range (W2): USD 35.00 - 55.00
The base salary/hourly rate range represents the anticipated low and high end of the USDM’s compensation range for this position. Actual salaries/hourly rates will vary and will be based on various factors, such as the candidate’s qualifications, skills, competencies, and proficiency for the role. The compensation described above is subject to change and could be higher or lower than the range described based on market survey data or budget.
Full-time employees are eligible for health, vision, and dental insurance, life insurance, short and long-term disability, hospital indemnity, accident, and critical care coverage.
Both full and part-time employees, who are at least 21 years of age, are eligible to participate in USDM's 401k plan. Full and part-time employees may be eligible for paid time off.
All employees are eligible for USDM's rewards and recognition program.