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Celgene Corporation

Celgene is a global biopharmaceutical company committed to improving the lives of patients worldwide.At Celgene, we seek to deliver truly innovative and life-changing drugs for our patients. Our mission as a company is to build a major global biopharmaceutical corporation while focusing on the discovery, the development, and the commercialization of products for the treatment of cancer and other severe, immune, inflammatory conditions.There are more than 300 clinical trials at major medical c... Read More

Address      86 Morris Avenue Summit, NJ 07901
Website      www.celgene.com
Holding      No Holding Details

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Celgene Corporation is committed to delivering innovative therapies designed to improve the lives of patients worldwide. We are a global biopharmaceutical company with operations in more than 70 countries that is helping to turn incurable cancers into chronic, manageable conditions. We are seeking talented professionals as we continue to grow and advance our efforts in oncology, hematology and immune and inflammatory disease. If you would like to join a company where you can make a difference, please consider the Celgene family.


- 5-8 years IT Service Desk / Support in a multi-national environment


As Manager of the IT Service Desk, you will be part of the ITGOS group. Your responsibility will be to manage all operational aspects of the Service Desk that includes developing, leading and motivating the Service Desk team to deliver Distinctive customer experience.


- Manages incoming requests to Support Services (telephone, e-mail, and web) while ensuring courteous, timely, and effective resolution of end user issues
- Develops and implements methodologies to improve customer satisfaction and the productivity of staff.​ Develops goals and work plans for staff.​
- Manage workforce and scheduling for the Service Desk teams
- Knowledge of monitoring Avaya CMS to ensure Service Levels are maintained
- Resolve daily issues of a complex scope that impact the team and overall business objectives.
- Designs and enforces escalation of policies and procedures for call handling and resolving customer issues.​ Standardizes operations and coordinates activities, training, documentation and procedures to ensure efficient and consistent operations.​
- Coaches, motivates, prioritizes, and monitors projects to ensure that all deadlines are met.​
- Perform annual performance reviews for the Service Desk teams
- Improve Employee Retention and employee engagement
- Develop and update plans while preparing the support teams on new product/service releases.
- Develop and enhance cooperative interdepartmental and vendor relationships and communications.
- Develop a performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
- Assist in the professional and technical development of Service Desk technicians and team leaders enabling them to set technical goals, monitor, mentor, coach and assist team members to deliver quality support.
- Assist the Service Desk director with the preparation and administration of departmental budget and business plans and metrics.
- Manage the creation, distribution and analysis of operational, business and financial reporting.
- Obtain equipment, tools, and space needed to allow team members to adequately support the customers.
- Participates in special projects and performs additional duties as required.​
- Works with team members from other departments to ensure smooth transactions and excellent customer service
- Collaborate as part of a leadership team to develop plans and drive key business strategies to streamline processes and improve customer service delivery
- Carries out supervisory responsibilities such as interviewing, hiring, and training team members; planning, assigning and directing work; rewarding and disciplining team members; addressing complaints and resolving problems.

Skills/Knowledge Required:

- Manages his teams through active engagement and develops key talent. Must be able to flex his/ her style to get the best out of the people
- Must have 3-5 years of supervisory experience in a Service Desk environment
- Leads by example and is an effective role model (e.g. takes the lead and actions reflect an appropriate level of independence; demonstrates the ability to initiate and effect change and continuous improvement, contributes significantly to the on-going development of people.
- Experience in maintaining and supporting applications in a 24X7 production environment.​
- Maintain current knowledge of industry trends and potential impact on the support business.
- Must have people management experience in an IT environment
- Thorough understanding of call center scheduling/work force management
- Understanding of erlang-c preferred
- Good knowledge of Avaya CMS and telephony
- Ability to handle complex projects with challenging deadlines and less than optimal work circumstances
- Ability to think and work independently to resolve business problems within the organization using established processes, procedures and standards
- Working knowledge of ITIL fundamentals
- Working knowledge of call center technologies and industry standards
- Ability to handle multiple projects and timelines simultaneously
- Ability to resolve problems efficiently and effectively.​
- Well versed with MIS Reports data analytic techniques to identify key areas of concern
- Develop and demonstrate an understanding of customer and business needs.
- Ability to follow policies and procedures; attention to detail.
- Solid technical understanding of all aspects of running a multi-national Service Desk including Microsoft software, active directory, hardware, blackberry, mobile phone, servers, etc.
- Conceptual & practical understanding of IT Support fundamentals.

Celgene is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status.

Celgene complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must have authorization to work for Celgene in the U.S.

Employment applicants requiring immigration sponsorship must disclose, when initial application for employment is made, whether or not they are legally authorized to work in the U.S. and, if so, whether that authorization permits them to work in the job they seek. In no case should Celgene support of a potential employee’s temporary visa application be construed to guarantee success of that application or amend or otherwise invalidate the "at-will" employment relationship between the employee and Celgene.

Other Job Information

Vacancy type:

Full Time

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