Associate Director, End-User Services

Position Summary

The Associate Director of End-User Services is responsible for the direction, management, and delivery of exceptional end-user support and services, including the oversight of managed service providers, such as an outsourced helpdesk. The Associate Director will be responsible for developing and delivering training on end-user productivity and collaboration tools.

The ideal candidate will possess deep expertise in the Microsoft 365 platform, SharePoint (Box), collaboration platforms (i.e. Teams), user management, and IT process optimization, with a strong understanding of compliance requirements (i.e. GxP and SOX). This role ensures a seamless and productive technology experience for all employees, encompassing training, hardware, software, and application support.

Primary Responsibilities

Outsourced Helpdesk Management:

• Oversee the performance and operations of the outsourced helpdesk
• Ensure timely and effective resolution of user issues and requests
• Maintain high levels of user satisfaction and service quality
• Work with Helpdesk to resolve consistent issues once versus continuous tickets
• Strive to reduce the number of tickets

Compliance and User Management:

• Ensure compliance with GxP and SOX requirements for onboarding and offboarding users in a timely and efficient manner
• Generate and maintain accurate user and consultant reports
• Manage active and disabled accounts, ensuring accurate and secure access controls

End User Management:

• Focus on automation and moving repetitive tasks to third-party vendor(s)
• Focus on End User Experience (EUX)
• Develop and deliver end-user training
• Collaborate with business relationship managers to understand and address end-user needs proactively
• Implement proactive problem management to reduce incident occurrences and enhance user productivity
• Utilize tools to monitor end-user computing assets and derive metrics for improving support and planning migration cycles
• Ensure that IT support operations are aligned with end-user performance and satisfaction
• Engage in continuous service improvement processes to stay attuned to changing end-user expectations

Platform Management:

• Assist in the management and optimization of collaboration platforms such as SharePoint (Box) and Microsoft Teams
• Stay informed of new tools and applications within the Microsoft 365 ecosystem
• Support project initiatives aimed at enhancing collaboration and productivity
• Work cross-functionally to enhance the end-user experience

Competencies

• Strong understanding of GxP and SOX compliance requirements
• Ability to manage multiple projects and priorities simultaneously
• Excellent communication, leadership, and creative problem-solving skills
• Strong attention to detail, as well as process optimization and analytical skills

Experience

• Bachelor's degree or equivalent combination of education and experience in computer science, information technology, or related discipline required
• Minimum of 7 years of experience in IT service management or a similar role in the biotechnology or pharmaceutical industry
• Strong experience in managing third-party vendors and outsourced helpdesk operations
• Significant experience managing Microsoft Platforms such as Azure, Microsoft 365, SharePoint, and Teams
• Extensive experience in Microsoft 365 configuration and endpoint engineering
• Experience with User Management programs (e.g., ActiveDirectory and Azure AD)
• Experience with IT service management platforms (e.g., ServiceNow, etc.)

EEO Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Benefit Statement:

All regular-status, full-time employees of Geron are eligible to participate in the Company's comprehensive benefit program, pursuant to plan terms and conditions. Plan choices include medical, dental, vision, life insurance, flexible spending accounts, disability insurance, supplemental health insurance, a 401(k) retirement savings plan, and an employee stock purchase plan. Geron also provides regular-status, full-time employees with a generous time off program that includes the eligibility to accrue 160 hours of vacation during each full year of employment, 64 hours of sick leave, 9 standard paid holiday days off, and paid leave for certain life events. Geron recognizes that its employees work in many different states and therefore may be affected by different laws. It is Geron's intention to comply with all applicable federal, state, and local laws that apply to the Company's employees.

Salary Statement:

Offered compensation is determined based on market data, internal equity, and an applicant's relevant skills, experience, and educational background. The salary ranges displayed below are only for those who, if selected for the role, will perform work in the specific locations listed. Please note the employment opportunity is not limited to these locations.

General Salary Range: $170,000 - $190,000