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Organon - Associate Director, Global Service Desks

Company: Merck
Location: Newark
Posted on: May 3, 2021

Job Description:

Location Jersey City (Organon), New Jersey, United States of America Job Type Full timeMerck & Co., Inc., Kenilworth, New Jersey, USA, has made the decision to spin-off products from its Women's Health, trusted Legacy Brands, and Biosimilars businesses to form a new, independent company. This new company, named "Organon", will become an independent, publicly traded company in 2021 with its global and US headquarters to be based in Jersey City, NJ. We expect that additional Organon sites will be in the general vicinity of current Merck & Co., Inc. locations.For this exciting new opportunity, we are seeking candidates with an entrepreneurial and learning spirit who are interested in a career of purpose, personal growth and leadership. Working together, we will make a significant impact on the health and lives of people around the world.For more information about Organon, please click here .Job DescriptionThe Service Desk Manager is a member of the BT Global End-user Services team accountable for direct supervision of the Service Desk and related operations/projects. In this role, they will manage a team of up to 5 individuals, contingent workforce, and be responsible for their coaching and development. They will ensure that service and support is provided to our customers at agreed upon levels and expected quality. They will have the opportunity to make a large impact to the organization by introducing, or improving upon existing, technology solutions.Essential Duties & Responsibilities:Hire, coach, mentor, promote and performance manage direct reports.Manage incoming customer requests via multiple channels including e-mail, phone and walk-up.Technical escalation for resolution of complex technical issues.stablish and maintain effective professional relationships across the business and with external business partners.Order, receive and process invoicing for hardware, software and services.Identify, measure and report on key performance indicators that produce desired results.Define and report regularly on Service Desk Service Level Agreements and environment status.Communicate service impacting events to customers and stakeholders.Identify areas of opportunities, propose and implement solutions.Improve work quality by creating standard operating procedures and gaining adoption.Improve effectiveness of the team members by promoting an environment of knowledge sharing.Ensure compliance and adherence to all company policies and procedures.Manage spend against the Service Desk budget/cost center.Attends in-office meetings, participates in meetings, and attends educational programs as needed.Education:High School Diploma or Equivalent.Experience & Education Requirements:3+ years implementing and administration of a ServiceNow environment and applications.3+ years identify, reporting and managing Key Performance Indicators (KPI's) and Service Level Agreements (SLA's).5+ years managing a team of five or more technical Service Desk individuals in a high growth distributed environment.5+ years successfully leading a service/help desk work queue.5+ years managing end-user hardware ordering and troubleshooting (desktops, laptops, printers, phones, etc.).5+ years supporting end-user operating system and applications deployments (Windows, Office, etc.).5+ years troubleshooting end-user networking issues (wired, wireless, VPN, etc.).General knowledge of servers, network infrastructure and cloud solutions.Demonstrated ability to solve complex technical problems.Demonstrated ability to define and document standard operating procedures.Proficiency in at least one scripting/programming language (PowerShell, Batch, Python, etc.).Current and/or past Information Technology industry certifications (Cisco, CompTIA, ITIL, etc.).High attention to detail with the ability to manage and prioritize competing responsibilities.Excellent oral and written communication skills.Who we are ... Organon delivers ingenious health solutions that enable people to live their best lives. We are a $6.5 billion global healthcare company focused on making a world of difference for women, their families and the communities they care for. We have an important portfolio and are growing it by investing in the unmet needs of Women's Health, expanding access to leading biosimilars and touching lives with a diverse and trusted portfolio of health solutions.Our Vision is clear: A better and healthier every day for every woman.At launch, we will be more than 10,000 Founders strong, ready to rise together as we make a difference in a new way. As Founders, employees will create their future and will help shape the direction of Organon and its impact on the world. Our culture reflects our passion for those we champion.At Organon, we all belong. We embrace diversity and give it a voice. Our commitment to supporting women is reflected in the make-up of our leadership team, which is majority female and our diversity of experience is core to who we are and what we are designed to do.NOTICE FOR INTERNAL APPLICANTSIn accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.#NewCoCurrent Employees apply HERECurrent Contingent Workers apply HEREUS and Puerto Rico Residents Only:Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.For more information about personal rights under Equal Employment Opportunity, visit:EEOC PosterEEOC GINA Supplement"OFCCP EEO SupplementWe are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.Search Firm Representatives Please Read Carefully Merck & Co., Inc., Kenilworth, NJ, USA, also known as Merck Sharp & Dohme Corp., Kenilworth, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.Employee Status: RegularRelocation:No relocationVISA Sponsorship:No Travel Requirements: Flexible Work Arrangements:Shift:Valid Driving License:Hazardous Material(s):Number of Openings: 1Requisition ID:R114361Email this job to:Your NameOrganon will improve the lives of people globally by unleashing the promise of trusted brands across women's health and other important therapeutic areas.We are committed to becoming the world's leading women's health company investing in innovations that support women's well-beingInvest in innovations to support women's well-being, fueled by our leading contraceptives and fertility business.Establish a leading position in biosimilars, focusing on oncology and inflammatory diseases, and being a partner in the commercialization of biosimilars worldwide."""""""Realize the value of trusted dermatology, pain and cardiovascular portfolio. Not ready to apply? This careers website is intended for Residents of the United States, Canada & Puerto Rico. Residents in other markets, please visit our MSD Careers page .Information on this site is for the purpose of presenting career opportunities at our organization and give our audience a view of our culture, diversity and growth opportunities.Our Company is an equal opportunity employer, Minority/Female/Disability/Veteran, proudly embracing diversity in all of its manifestations.Reporting on our commitment to society, people and communities around the worldAn initiative to create a world where no woman has to die giving lifeThe global animal health business unit of MerckSDL2017

Keywords: Merck, Newark , Organon - Associate Director, Global Service Desks, Other , Newark, New Jersey

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