Senior Manager, IT

3 weeks ago

bangalore, India Baxter Full time

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.

About Us

Nothing changes if nothing changes, which is why Baxter is transforming our global IT function—into one that will strengthen partnerships and enable smarter, more efficient and connected business processes. In the dynamic healthcare industry, we need to be ready to face new challenges and opportunities. As we learn, we must be agile and innovative to reveal new ways of working. Technology and our digital capability will help create a more efficient and innovative ecosystem to enable our employees, customers and products to drive better outcomes for patients worldwide. 

We are at the critical intersection where robust IT infrastructure and networking support meets the physicians, nurses and care givers who save and sustain lives. Together, we can build upon Baxter’s rich heritage to advance the next generation of transformative healthcare innovations. Together, we can change how IT meets healthcare. Together, we are Baxter. 

This is where technology fuels purpose-driven work. Where your purpose accelerates our mission.

Title: Global Service Desk Manager

Location: Bangalore

Your role
The Global Service Desk Manager is a global role and responsible for managing Baxter’s Global Service Desk. This candidate leads L0, L1, L2 services globally for Triage, troubleshooting, problem-solving, and resolution of common and recurring issues with escalation of irresolvable issues to the appropriate group
What you’ll be doing
Lead Service Desk services globally covering 24x7x365 (including all day on Saturdays, Sundays, and holidays).

Manage L0, L1, L2 end user support globally:  Hardware troubleshooting, diagnostics, and escalation, Software troubleshooting, diagnostics, resolution, and escalation,  E-mail troubleshooting, resolution, and escalation,  Printing troubleshooting, diagnostics, resolution, and escalation,  Network administration support (account unlocks and password resets),  Network (including wireless) troubleshooting, resolution, and escalation,  Proprietary application support for selected applications, including password resets and escalations, special support and escalation for VIP users, if required, Escalation of all other issues to Baxter on-call associates  Manage call overflow and emergency staffing requests, Logging, tracking, and escalation of incidents through Baxter ServiceNow system. Utilize Baxter defined service level structure with associated reporting and communication programs  Utilize Baxter service model (Knowledge base, templates, groups), process and procedures  Respond to user service calls to troubleshoot reported problems related to desktop hardware and software issues. Diagnose and resolve hardware failures by making necessary repairs and/or parts replacement, and communicates repair status to the user. Install, configure, and maintain all desktop, laptop, IP phones, printers and software applications for company users.  Image laptop/desktops using current standards for new and refresh installations.  Monitor, review and record problems and resolution details in problem ticketing system.  Provide technical support leveraging remote takeover tools for users at various locations.  Coordinate with end-users to remove vulnerabilities from their computers using malware and antivirus tools.  Troubleshoot wireless LAN connectivity issues for PC’s and mobile devices.  Support and troubleshoot OS’s and browsers  Liaison with, and provide training and support to, end users and staff on computer operation and other issues.  Create and update documentation in user Self Help knowledgebase portal. Undertake special projects as directed. 


What you’ll bring

Typically possesses 10+ years of relevant work experience, with at least 5 years as a manager or equivalent role  Requires advanced technical and business knowledge in multiple disciplines/technologies/processes  Experience with organizational improvement methodologies such as Lean Six Sigma  Experience with Agile development processes and methodologies  Project management / project leadership experience a plus  Strong leadership and people management skills In depth knowledge of IT operations in a regulated environment, preferably med tech  Experience leading IT teams focused on Service desk services including self-service, self-healing  Deep knowledge of service desk responsibilities Familiarity with service desk best practices  Exceptional soft and interpersonal skills, including teamwork, facilitation and negotiation. Excellent written, verbal communication and presentation skills Excellent planning and organizational skills  Excellent communication skills in writing and verbally to a varying audience Demonstrated ability to handle competing priorities & initiatives, quickly changing priorities, and high customer expectations.  Demonstrated organization, prioritization, and decision-making skills  Proven ability to successfully work in a matrix team environment that presents significant change and tight timeframes  Strong analytical and problem-solving skills  Bachelor’s and/or Master’s degree required in Computer Science, Information Technology or Business Administration. Masters preferred.  Preferred to have certifications for this position: ITIL, CCNP, CCNA, PMP

At Baxter, we offer a dynamic and future focused work environment offering workplace flexibility, additional annual leave and a strong value driven culture.
Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission.

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